As a Service Desk Team Manager, I was responsible for: - Applying people management skills to manage, motivate and develop a small team of service desk employees, ensuring that the service levels constantly improve and contribute to growth in new business; - Establishing relationships with middle to senior level customers and a range of managers across Fujitsu to deliver and enhance their service; - Establishing and managing risk for the team's technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels; - Plan resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues; - Using strengths of team to achieve effective efficient delivery of service within the agreed SLAs; - Anticipating the impact of business issues on own operation and taking appropriate action, as well as monitoring and controlling service desk activity; - Using strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal; - Ensuring adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.

As well as providing 2nd Line technical support to a Service Desk working with a large Retail Group with businesses in Portugal and Colombia, my job role includes: - Assisting the 1st Line (Service Desk Agents) with troubleshooting complex incidents and helping them with incident escalations when needed; - Creating reporting models to maximize the efficiency and speed with which our various daily/weekly/monthly SLA and KPI reports are elaborated and sent;- Reviewing and updating our processes periodically to ensure that our Knowledge Base is always up to date; - Providing technical training to new joiners as well as fellow 2nd Line colleagues;- Acting as a Team Manager backup whenever required.

Providing first-line technical support for a large Retail Group operating in Portugal and Colombia. As a Service Desk Agent, I performed and developed the following technical skills: - By constantly having to react promptly while working under pressure, whenever the demand was too high, my troubleshooting skills developed greatly, allowing me to be quicker and more effective when troubleshooting even the most unexpected issues; - The monitoring of network servers and communications allowed me to develop a greater sense of how different systems are interconnected in a private network; I was also able to learn the essentials about the following tools: - Active Directory; - Lotus Notes; - Windows Computer Management (Windows XP, Windows 7 and Windows Server 2003/2008); - Windows Server Networking Tools, such as DHCP; - VDI and VMWare Service Administration

I am available for freelance jobs in sound engineering, namely live shows, recording and editing. Previous experience includes working in festivals such as Vodafone Mexefest.