Fabio Colantoni Email & Phone Number

Dublin, County Dublin, Ireland

County Clare, Ireland

Working as a 1st & 2nd level/1st point of contact to support IT related issues, troubleshooting and finding solutions. Handling tickets on ServiceNow and interfacing with users via email, chat tools and phone.User administration trough Active Directory and Azure on a hybrid environment. Microsoft Exchange administration for email boxes, distribution lists, etc. Basic support for Citrix products, among other activities.

São Paulo, Brazil

Working remotely during my free time as a freelancer on this Start-up, as CQO it was my job to guarantee that the solution was to meet the desired criteria to ensure a good quality and responsiveness.As a PMO, conducting the project to ensure all deliveries and deadlines were met, utilizing a SCRUM inspired methodology, whilst guarantying that product owners, stakeholders and IT developers were on the same page, by utilizing tools such as Trello and MS Project to conduct and follow up the project steps and deadlines.

Limerick, County Limerick, Ireland

Costumer Service; Management duties and responsibilities (i.e.: stock handling and team handling); Preparation of different types of coffee; Opening and closing of the store; Maintaining the store clean and tidy.

Ireland

First line of contact for BT costumers with technical problems, doing everything to ensure First Call Resolution. Being proactive about solving costumers’ problems that involve network problems, equipment and protocols, among other things. Communicating efficiently and effectively with the customers. Dealing with tickets and deadlines on a custom-made system for BT.Among the activities were: *) dealing and managing the supply chain of network equipment, such as routers and Wi-Fi extenders, and services, such as local maintenance team and support for customers. *) remotely connecting to customers’ network equipment to check and perform necessary maintenance/configuration.

Limerick, Ireland

Store manager, supporting the team to deliver the appropriate level of costumer service by guarantying they have all the tools necessary. Also reporting to middle management, on a weekly and monthly basis, the store results.

Limerick, Ireland

Costumer Service; Preparation of different types of coffee; Opening and closing of the store; Maintaining the store clean and tidy.

São Paulo, Brazil

Costumer Service; Preparation of different types of coffee; Opening and closing of the store; Maintaining the store clean and tidy.

São Paulo, Brazil

Part of a team researching Alzheimer’s disease. Responsible for making appointments with patients and for applying/evaluate a battery of tests to identify if the person has and on what level is the disease.Also handled a few data analysis projects to bring the data to life, creating dashboards and graphs to better understand the results collected, discussing them on monthly meetings with the Doctors and Psychologists involved.

São Paulo Area, Brazil

As a PMO, conducted projects to ensure all deliveries and deadlines were met, utilizing both waterfall and agile methods as necessary, whilst guarantying that product owners, stakeholders and IT developers were on the same page, many times by ‘translating’ PO necessities to tech language and vice-versa. Scrum methodologies were adapted to our environment, bringing features like weekly meetings and weekly deliveries.Also played the role as a software developer, coding corporate software to be used internally utilizing a wide range of languages, from HTML/CSS to SQL, going trough PHP, JavaScript, jQuery among others. One of the projects developed by me was SIM (Integrated System for Monitoring Calls), awarded in 2012 as the bank’s best internal project. I played the roles of Full-Stack developer, PMO, data analyst and trainer, to understand all the requirements from the stakeholders and PO all the way to coding delivering, implementing and training people to use it.Creating reports and dashboards for upper and middle management, pretty much as a Data Analyst/Data Developer, to give them a clear vision of the projects in course and to come. Tools like MS Excel, MS PowerPoint and Prezi were utilized to create the graphs and visualization aspects, while SQL and MS Excel were utilized to extract and handle the data.

São Paulo Area, Brazil

Created the first intranet web-based help-desk manual for Santander Bank, bringing together several paper-based manuals/user guides scattered around all the bank’s Call Centers and centralizing them on a unique and easy to use platform, with search and bookmark features for example.Creator and leader of the Award-Winning project: Radar. This was the first digital platform to centralize and analyze the work done by an entire department, by keeping track of the activity made by its users generating graphs and dashboards for middle and upper management, helping them better understand the team’s picture.On both projects I sole lead the developing utilizing tools and languages such as HTML/CSS, JavaScript, Access, VBA, FrontPage.

Google Data Analytics Professional Certificate, Data Processing And Data Processing Technology/Technician, Professional Certificate

Bachelor'S Degree, Psychology

Tecnólogo, Ti - Análise E Desenvolvimento De Sistemas