Felipe is a professional with 13 years of experience focused entirely on Technology for Contact Centers. He has contributed to large and medium-sized companies in IT consulting firms, software factories, and sales and collections advisory. His specialization is in Strategic Business Management from Universidade Presbiteriana Mackenzie, which provided him with essential skills to lead people and make strategic decisions. His initial training was in Computer Networks, and he also studied Systems Analysis, courses that together provided a solid foundation in network architecture and best practices in systems. He holds certifications such as ITIL Foundation (considered one of the most important certifications for IT services), dCAA (Digium Certified Asterisk Administrator), DevOps Essentials (which involves agile and collaborative development methodologies), vSBC One (certification that attests to expertise in Khomp high-performance equipment for virtual Session Border Controllers traffic and security), and Fundamentals of LGPD (General Data Protection Law), focusing on best practices and compliance regarding data privacy. With his academic background and experience, Felipe actively addresses the constant challenges of the market and positively contributes to the results at Actionline.