IT Systems Analyst Since July 2013
Maintenance of the company’s IT network, servers and security systems. Responsible for investigating and diagnosing network problems, collecting IT usage stats, making recommendations for improving the company’s IT systems, carrying out routine configuration and also installing IT solutions.
IT Operations Management From February 2012 to February 2013
Ensure that the streamlined operation of the IT Department in alignment with the business objectives of the organization. Plan, coordinate, direct, and design IT-related activities of the organization, as well as provide administrative direction and support for daily operational activities of the IT department.
Alert Life Sciences Computing, S.A.
Service Desk Manager From May 2008 to December 2011
Manage the performance of services and support to employees around the world and ensure that service levels are achieved. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective service and meet requirements. Responsible for handling account access issues including account creation and terminations. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Development, document and implement standard operating procedures and end-user support documents relating to remote IT support. Worked on problems of moderate scope and follows standard practices and procedures.
Portuguese Air Force
Service Desk Manager From October 2000 to May 2008
Oversee the entire Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. As Service Desk Manager I also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.