Summary of accomplishments during my 20 year tenure with Microsoft:
As DIRECTOR | LATIN AMERICA TECHNICAL SUPPORT (Fort Lauderdale, FL 2011 – 2015), responsible for the Latin American operations of the IT Support Organization. Oversaw 7 subsidiaries, including country-level offices with 200 service delivery professionals. Managed operations budget and P&L. Lead Strategic Planning and Development of new businesses.
As PREMIER SUPPORT LINE OF BUSINESS LEAD | LATIN AMERICA (Fort Lauderdale, FL 2005 – 2011), responsible for Microsoft Top Tier Enterprise (Premier) Support Business, leading budget and P&L, including revenue and sales quota with enterprise and government customers.

▪ Implementation of new IT Services Management operations
▪ Redesign of the IT Services Management organization and delivery model
▪ Lead IT strategy, IT budget and P&L
▪ Drove Spectrum divisions divestiture to Energizer, leading business applications and infrastructure regional separation efforts
▪ Adoption of Cloud Technologies for the region, enabling all users with Microsoft O365 stack
▪ Lead the regional strategy, collaborating with the lines of business, head of a multi country team
▪ Developed strategies to drive adoption of Microsoft products leveraging the support organization relationship with the customers
▪ Drove client issue and incident resolution for the commercial (enterprise) customer base in the Latin America region, overachieving customer satisfaction rate goals (top performing region on scorecard metrics)
▪ Implemented awarded multi country organization dedicated to bringing the voice of the customer to improve their experience with Microsoft technologies
▪ Delivered services and managed relationship with mid and large sized companies, government branches and partners
▪ Directly managed relationship and escalations with key customers, acting as a link to Sales and Support regional stakeholders
▪ Grew support business 40% in delivery margin through operational restructuring in collaboration with sales and marketing
▪ Managed the outsourcing vendor replacement project for the Latin America Region. A workforce of 200 technical support Engineers was provided by different vendors in the region, with the object of increasing efficiency and quality, we created a vendor consolidation project when we selected, vetted and migrated what represented 60% of the in-language services
After gaining experience delivering public speeches and lectures as College Professor, Certified Trainer, Public Speaker and Lecturer, Paulo has travelled throughout the world talking about software development and IT deployment methodologies, new technologies and applied science trends.

MY ROLE: DIRECTOR OF TECHNICAL SUPPORT, CSS April 2014
“Paulo Leocadio is a dynamic, inspirational leader in the IT industry. He is able to harness his passion for technology into noteworthy customer service deliverables. By gaining the respect of those around him, either peers, directs or his management team he can contribute to large, complex efforts which may seem insurmountable. I have watched as his skills in areas like operational excellence have improved through careful study by Paulo and am certain that he can succeed in any number of challenging roles.”
Shawn Aebi
WW General Manager
shawna@microsoft.com
(425) 273-6768

MY ROLE: ENTERPRISE SUPPORT LINE OF BUSINESS LEAD April 2013
“ I have known Paulo Leocadio since 2005, Paulo worked directly for me managing our Premier Business in Latin America always exceeding our business expectations, driving the business, Building a team that produce results not only from the financial perspective but also from the customer and employee satisfaction. Paulo’ strategic and analytic thinking is outstanding, his commitment to the team, customer and company are second to none and he is a extremely valuable asset for Microsoft, It is a pleasure and an honor to be part of the same team and share all the success across the years”
Francisco Aguilera
Americas General Manager
franagui@microsoft.com
(954) 205-4304

MY ROLE: DIRECTOR, SUPPORT ENGINEERING April 2013
“The last 2 ½ years your support and guidance were absolutely critical to our success in the region. I can’t thank you enough for embracing me as the CPE lead for the region and for opening the doors to the CSS (Customer Services & Support) organization.
The amount of changes we were able to do to improve our customer’s experience was huge and you and your team helped us build a bridge between both Sales, Marketing and Services (SMSG) and CSS organizations. I learned so much and I respect even more the work you and your team does.
No question that working as a team helped create a synergy that allowed us to innovate and develop programs and deliverables to help our selling teams be more agile and manage better customer’s expectations for our cloud services. I will keep in touch and will share feedback as I will be closer to the customers and partners.”
Carmen Gonzalez
Regional Director, Customer and Partner Experience
carmengp@microsoft.com
+1(800)9967566

MY ROLE: DIRECTOR, SUPPORT ENGINEERING July 2014
``Paulo is a winner in work and in life. He always think big and has an impressive ability of looking beyond the ordinary, day to day goals. Extremely sharp, he is capable of take and process huge amounts of both strategic and technical information to use them on the areas he has control over, which makes him an executive with great talent to work on challenging environments.
Being a rare example of passion and dedication, Paulo is also very straight forward, transparent and authentic, He’s always willing to express his thoughts and impressions in a direct and candid way, which makes working with him an experience at the same time challenging, pleasurable and an immense learning opportunity.
An unique professional, and a fantastic human being.``
Silvio Pavarino
Regional Director, PFE
silvioap@microsoft.com

MY ROLE: DIRECTOR, SUPPORT ENGINEERING July 2014
``Love it!!! thanks Paulo. Your enthusiasm is contagious!!``
Erin Jacobsen
Premier Field Engineering Manager, US
Erinj@microsoft.com
Phone: 650.693.1348

MY ROLE: DIRECTOR, SUPPORT ENGINEERING July 2014
``Paulo has been key contributor to the growth of Office 365 in Education for LATAM, he and his team have always been willing to support the business and meet our needs in order to be more efficient, Paulo is very approachable, open and flexible to accommodate whatever request we might have in order to align to our business priorities. His high customer service approach and his willingness to help have always been part of how Paulo works, even when Education is mostly a share play Paulo has always provided same type of support than for commercial business this talks highly about his sense of commitment to the business.
I have the pleasure of knowing Paulo for more than 15 years and in all this time he has been an extraordinary teammate, responsible and willing to listen to the ideas or contributions from others in order to optimize and continue to grow the business.``
Anayansi Rosas Molina
Office 365 Education Area Mktg Lead
anar@microsoft.com
+1 954. 727.1059

MY ROLE: DIRECTOR, SUPPORT ENGINEERING July 2014
``· Over the last few years the Office 365 business in LATAM jumped from a few million dollars business to a solid $190M business in FY14, and growing to nearly $350M in FY15.
· Key to this success was the evolution of the LATAM O365 support organization. The organization has been a key customer- and field-focused partner participating in ROBs, being proactive with many innovative Field Enablement programs, driving special attention to key geographies (e.g. Brazil) and being very well connected to the SMSG segments.
· As we move forward to a cloud first, mobile first organization with a heavy focus on drive customer consumption of what we sell, I see the support organization contribution as a super important player to the success of the O365 business, building on the strong foundation developed over the last 2-3 years.``
Guilherme Pita
LATAM O365 Marketing Lead

Paulo H. Leocadio

Paulo Leocadio developed the bulk of his professional career working for Microsoft Corp., where he held Leadership and Consultant positions with Microsoft Services Division. As Director of Support Engineering, he led a multi-country organization with over 200 professionals delivering services to approximately nine thousand customers across Latin America, with a P&L of $48MM. Earlier he led the Enterprise (Premier) Support business overseeing 7 services practices, managing direct relationship with top 550 tiered customers in 28 Latin America countries, having grown the business from $12MM to $67MM in revenue and meeting a 42% delivery margin during his five years tenure. Earlier in his career, Paulo gained extensive experience in designing and delivering solutions for large corporations and governments in different countries, managing complex projects and solving business problems with technology and applied sciences.

Paulo holds an Electronics Engineering degree from Universidade Mackenzie (Brazil), and an M. B. A. in International Business, with distinction, from Strayer University. He has completed additional studies at Northwestern’s University Kellogg College, UC San Diego and Phoenix University. He has lectured on new and emerging technologies and software engineering methodologies on symposiums and expositions worldwide.

Paulo has acted as Angel Investor and on start-ups directive boards. He serves as volunteer to the South Florida chapter of NESC (National Executive Service Corp) and is active on St. Jude Children’s Hospital and American Cancer Society’s Relay for Life events.

Paulo’s greatest passion is for his family, he loves to dedicate quality time to his wife and five children. He is a great music enthusiast with a vast collection of records and CDs. His other main interests are History and Silver coins.

Paulo is on LinkedIn, at https://www.linkedin.com/in/paulohl/.

With Post-graduate work with UC San Diego and John Hopkins University, Paulo has developed comprehensive knowledge on the design of business and Smart Cities solutions leveraging Big Data vision, strategies and technologies, focusing on the business problem or process, technology independent.

Showcase project: Istanbul Metropolitan Municipality Smart City Project, 2016

Project descriptionIstanbul Metropolitan Municipality (IMM) holds a very important place in local administration organization of Istanbul. Its area of responsibility encompasses the entire provincial territory, has 28 municipal enterprises, 2 subsidiary public utility corporations (Transport, Water & Sanitation) and 43,500 employees in total. It is responsible for wide variety of areas including environment, natural-gas supply, energy, infrastructure, planning and development, IT, transportation, community services and vocational education, health-wellness, food & catering, culture, tourism etc.
Istanbul, opening gate of Turkey to the world, has ambitions to be a technology hub of Turkey. With the vision of the leading and sustainable city along with high quality of life by patronizing its unique heritage, Istanbul is pioneering city of Turkey in which research and development, innovation and technological production is intensively supported and invested and also has high potential of users. In this regard, IMM has decided to establish Smart City Istanbul Living Lab to increase innovative ideas and pave the way for its flourishing in Istanbul. Istanbul Metropolitan Municipality is committed to facilitate life of its people by its investments, for this reason, Smart City Istanbul Living Lab aims at enhancing innovative products and services in Istanbul, increasing the living standards and meeting the needs of users and many sectors such as industry, services, finance, tourism, health and etc.
Creating a smart city requires highly skilled people with innovative and creative thinking. In order to reveal innovative and creative thinking, an open platform where users and developers come together to develop innovative products and services facilitating life of people and contributing to being smart city is necessary. In this regards, Smart City Istanbul Living Lab fulfills this expectation in Istanbul and aims to extending living labs in Turkey by serving as a model.

After gratuating in Electronic Engineering and Computer Sciences, Paulo Leocadio completed his Masters in International Business and Marketing Excellence, and developed Post-Graduate work in Microelectronics, Big Data and Data Sciences. During 20+ years of his career he worked for Microsoft Corp, developing a successfull career as Architectural Consultant for the Advanced Technology Group and Director for the Support Engineering Organization.

Showcase Projects:
▪ Integrated Microsoft Exchange with a proprietary legacy mainframe-based e-mail system and migrated users for the largest commercial Bank in Brazil (Banco Itaú)
▪ Lead the development of the complete agency branch and back office solution for the largest (government owned) bank in Brazil (Banco do Brasil)
▪ Lead the development of the new Bank branch solution for the largest commercial Bank in Brazil (Banco Itaú), migrating from then legacy 16 bit to MS Win32 architecture applying full MSF framework (pre-agile)
▪ Designed and implemented messaging backbone solution, integrating the largest retail in Brazil (Pão de Açúcar) different messaging solutions (Lotus Notes, cc:Mail, X.400, SMTP) through Microsoft Exchange Server 4.0 and subsequently migrating all users to Microsoft Exchange Server
▪ Designed and implemented the country-wide Liberty Mutual network architecture in Brazil and subsequently deployed full Microsoft based platform
▪ Co-developer, tester and evangelizer of Microsoft Solutions Framework (internal Microsoft development framework, precursor to Agile)
▪ Co-developer, tester and evangelizer of Microsoft Operations Framework (Microsoft instantiation of ITIL)

Paulo was awarded multiple times during his tenure with Microsoft, receiving the CSS Outstanding Team Award – Field Enablement (2015), the CSS Outstanding Team Award – Daylight Savings Time Solution (2015), Microsoft Americas MVP Award (2010), Microsoft Gold Star Award (2009), Microsoft Gold Star Award (2007), Microsoft Gold Star Award (2003), Microsoft Circle of Excellence, Platinum Club (2001) and Top Consulting Practice in Customer Satisfaction (1999).

During travels to different countries, Paulo had the opportunity to deliver speeches, workshops, lectures and special trainings on Software Development Methodologies and Application of New and Upcoming Technologies. During this period, he accumulated great experience with the Public Sector and the Banking Industry.

Director, Latin America Support Engineering
September 2013 – May 2015
Fort Lauderdale, FL, USA
Led a services delivery team of 200 Engineers, Managers and Directors servicing break fix and technical support engineering to 9,000 on-premise and 55,000 Cloud customers in 42 countries the Latin America region with a $32MM P&L.
• Instrumental in designing and developing mobile app and creative content to increase user experience and grow user base.
• Implemented Operational Excellence initiatives, resulting in 20% cost savings in delivery efficiencies between fiscal years 2011 and 2013.
• CSS Outstanding Team Award – Field Enablement, 2015
• CSS Outstanding Team Award – Daylight Savings Time Solution, 2015

Latin America Global Business Support Area Lead (Acting)
Mar 2013 – September 2013
Fort Lauderdale, FL, USA
Together with Engineers of my team in Texas and Brazil, managed to intercept, mitigate and develop a corrective action for the Windows XP Update crash that affected over 28 million users in Brazil due to severe incompatibility with a security component widely adopted by most retail banks in the country.

Director, Latin America Commercial Technical Support (CSS/CTS)
May 2011 – Mar 2013
Fort Lauderdale, FL, USA

Lead of Latin America Enterprise (Premier) Support
September 2005 – May 2011
Fort Lauderdale, FL, USA
As a Lead of Premier Support Business, I developed successful outsourcing strategies that focused on coverage, cost, quality, and customer satisfaction. Grew over 40% in delivery margin on support services through strategic and efficient operational restructuring. I established optimal partnerships with business groups to leverage Engineering capacity to accelerate deals on pre-sales. Increased customer penetration by more than 20% in 3 fiscal years.
• Drove turnaround of under-performing regional support business, resulting in 170% revenue increase over 4 years.
• Introduced new support offerings, packages and products for international markets to leverage monetization opportunities. Generated new revenue streams and grew regional business from an estimated $12M to 67M in 5 years.
• Improved support delivery margin to levels higher than 40% over 3 fiscal years.
• Directly managed one of the first major Cloud outage crisis in one of the largest Microsoft Cloud customers in the world (McDonald's Latin America: Arcos Dorados) that happened during 2010 Holiday Season, interacting directly with Senior Executives in both companies.
• Microsoft Gold Star Award, 2007
• Microsoft Gold Star Award, 2009

Enterprise Strategy Consulting Lead / Latin America
August 2009 – August 2010
Fort Lauderdale, FL, USA
During Microsoft Fiscal Year 2010, accumulated the role of Enterprise Strategy Consulting Lead for Latin America region.
• This recently created line of services aimed at Microsoft strategic enterprise customers to be served by Enterprise Architects helping them to realize the full potential for their investments on Microsoft technology, and also surface new opportunities to solve their business problems with Microsoft Solutions.
• Microsoft Americas MVP Award, 2010

Latin America Public Sector Engagement Manager
August 2003 – August 2005
São Paulo, SP, Brazil
Responsible for the development of MCS business with new Microsoft technologies and packaged solutions for Governments in the LATAM region. Focused on the design and architecture of Internet systems solutions, smart government and citizenship services.

Architectural Consultant, Latin America Advanced Technology Group
August 2002 – August 2003
São Paulo, SP, Brazil
As part of Microsoft Advanced Technology Group, I drove MSF (Microsoft Solutions Framework - Microsoft internal adoption of Agile/SCRUM) and MOF (Microsoft Operations Framework, Microsoft internal ITIL adoption with one extra quadrant and added on itSMFs) across LATAM, delivering training events across new regions, including Asia, and supporting MOF development team. Some of the highlights:
• Created regional LATAM MOF/ITIL strategy and success real life cases in client scenarios.
• Participated in the WW PMO creation and implementation team.
• Implemented PMO and Service Quality Assurance in LATAM.
• Integrated LATAM Services into SEF (Sales Execution Framework).
• Designed and implemented LATAM ORB Opportunity Review Board), being part of the WW SBMP team.
• Microsoft Gold Star Award, 2003

Senior Principal Consultant, Latin America Advanced Technology Group
August 2000 – August 2002
São Paulo, SP, Brazil
As a Senior Principal Consultant, I expanded MSF (Microsoft Solutions Framework - Microsoft internal adoption of Agile/SCRUM) in new geographical areas while bringing about successful cases. Some highlights:
• Designed and managed complex, high visibility scope of consulting engagements in the region (Development and deployment of Internet based solutions, in depth expertise with implementation of ITIL processes and ITIL based services, solutions design with Microsoft platforms and technologies; strong project management activities, focus on quality, budget, finance health and customer satisfaction).
• Microsoft Circle of Excellence, Platinum Club 2001

Principal Consultant
August 1999 – July 2000
São Paulo, SP, Brazil
Responsible for the architecture and management of complex consulting projects in Brazil.
• Successfully developed and implemented projects for some of the largest customers for Microsoft in the country, opening mission and business critical doors (working with new technologies like newer versions of Windows OS, HIS Server, BizTalk server, and Internet based solutions).

Senior Consultant
August 1997 – July 1999
São Paulo, SP, Brazil
Responsible for the architecture and management of complex consulting projects in Brazil (Project and Program Manager and Solutions Architect with deep expertise in messaging solutions, development of the integration of heterogeneous systems with and trough Microsoft Exchange Server and also design of solutions based on Win32 Architecture).
• Top Consulting (MCS) Practice in Customer Satisfaction, 1999

Consultant
April 1995 – July 1997
São Paulo, SP, Brazil
Responsible for the architecture and management of complex consulting projects in Brazil. Networking infrastructure and messaging specialist (main products and technologies: Windows OS, MS Mail and MS Exchange, SNA Server, IEEE standards, integration with Mainframes and different Unix-like operating systems, integration is different Messaging systems like Novell, Lotus Notes,