Marco Aguiar has been working for the Cloud Communications division of NTT for almost six years. In this time, he’s evolved from working as a Service Provisioning Specialist at a local level in Brazil to now working on the global stage.
Marco works across the regions with all of the teams, from project management to service delivery, sales, billing and so on. He and his team oversee setting up most of the services that we provide for clients. To do so, when there is a new service, he orders it from our vendors, sets up the tenants, the users, and licenses before sending them their credentials. Marco also works for existing customers, to add, modify or delete users and licenses as well as to decommission.
We met with Marco to pose a few questions about his evolution within the company.
Q. Can you name three qualities necessary for your work? And perhaps explain why?
The first one is focus. My job requires high attention to detail as, otherwise, it can mean big issues for us and our clients. Then, you need to be able to handle change. Our products and processes keep evolving, so I need to be able to adapt quickly in order to keep up. Finally, I would say flexibility. Sometimes, I work with people without having direct contact with them. It means I need to be flexible to understand their requests, and also manage my time carefully depending on the projects and their specificities.
Q. You say in your video that you keep improving and learning with the company. How does the company support you in your professional development?
The company always provides tools to learn new things and be up to date on our products. For example, I went to the US to exchange knowledge with my teammates regarding our new processes. I also learned UC and Cisco provisioning and became a specialist in this area for my team. In addition, the company sent me to France to receive a CISCO certificate and allowed me to be a Cisco Calling Professional. Lastly, I’ve been working with DDI Ordering and this is an area of new knowledge that I’ve recently acquired too.
Q. You’ve gone from a team of two, to a team of 14. How did your organization change?
When I started, we were divided into four provisioning teams around the world. Two of us were working for LATAM (Latin America), but there were also teams for NORAM (North America), EMEA (Europe, Middle East and Africa) and APAC (Asia Pacific) – each region with its own process. A few moments after that, NORAM and LATAM were combined to become the Americas team. During this transition, we had to merge our processes, so – as I mentioned earlier – I went to the US for a week. With the help of my new manager Vincenza Gutierrez, we were able to split our job to make things go smoothly. However, we were still three teams – one for each region – doing the same job but working separately. That’s the reason why we eventually became global – to align our processes and support each other no matter the location. I can see that we are better now than before.
Q. Share an example of when you established and accomplished a personally challenging goal. What helped you succeed?
I think a good example was to learn English. I knew doing so would be a benefit to me and my family, but I didn’t have the resource to pay for a good class, so I learned it on my own in one year. Every morning between 5 am and 7 am, I would study. I took two versions of the same book, one in English and one in Portuguese. Then, I started reading the book in English, with the Portuguese version and the English dictionary close by. I was trying to write and memorize all the new words I didn’t know. Three months later, I was able to read the book without any help. At that point, I could understand the language, but I didn’t know how to speak it and how to pronounce the words. It was frustrating! I started digging and found a book that compared the grammatical sounds in Portuguese and in English. After studying it for three months straight, I finally achieved my goal. I started speaking English and thanks to that I got a place in this company and I’m able to work as a team member here in Brazil.
Q. What do you most want to accomplish – professionally and personally?
When you become a father, you think of your children first. As the father of three myself, I’m no different. What I want most are their security and welfare. On the other hand, professionally, I want stability. It’s important to me to be in a place that can add knowledge and good values to my life, but also challenges me.