Joao F. Email & Phone Number

Lisbon, Pt

Portugal

At ITSQUARE I make sure that: - Business is smooth; - Customers are happy;- Partnerships are aligned correctly and OKR's are achieved.My main focus is the delivery of premium quality productized open source solutions while keeping customer investment clear and affordable.I work daily to achieve the best results with a lean remote work based team.

Germany

Over the years I have done the following tasks at OTRS.OTRS Consultant- On-site consulting with several companies at several different vertical markets.- Design the software structure according to ITIL/ITSM best practices;- Install and configure the software according to customer business needs;- Deliver training to customer personnel; OTRS Service Desk- Global service desk customer support L2;- Global service desk customer support L3 with development team interaction;- Main go to person at service desk team for advanced performance analysis and OTRS benchmarking;OTRS SaaS/Managed- Customer Support- Configuration and maintenance of customer instancesSkills and technologies used:OTRS, Linux, MySQL, PostgresSQL, Apache, Nagios, Postfix, Active Directory, LDAP

- Lead 120 community moderator volunteers spread over 14 teams in 5 platforms.- Work with team leaders and executive team to define social media approaches (youtube, instagram, facebook, discord, discourse)- Define and monitor community engagement, event participation, player base acquisition and churn rates statistics- Work with team leads to address internal and external conflicts. Mitigate them and create new mechanisms to avoid for the future- Address player disputes escalations that are not solved via ticketing staff team.- Bridge players to development team.- Define and review community processes and policies to ensure a healthy environment across all platforms.- Structure and prioritize community feedback to be relayed to Development team- Defined with admin team new standardized hiring and training structure for team members- Created an airtable that centralizes all staff roles and information, also used for in game salary processing to improve team management workflow- Notify and manage the community on major bug outages and work with team for crisis containment.

- Work with executive team to internationalize the game to Western market- Assist in game localization- Assist in marketing campaigns with video content creation for social media- Assist in image design for marketing campaigns- Create and manage the international website- Work with executive team to define social media approaches (instagram, facebook, discord)- Player support- Bridge players to development team.- Define and review community processes and policies to ensure a healthy environment across all platforms.- Gather player feedback to be relayed to Development team.- Notify and manage the community on major bug outages and work with team for crisis containment.- Assist in community staff salary processing.

Portugal

At squareLABS we deliver a digital swiss army knife solution to cater our customer needs.squareHUB integrates with other tools via web services allowing your team to focus by going to a single point of work and having all needed tools at hand.

Portugal

PsiSquare focuses not only in mental healthcare but also in delivering workshops related to it. It aims to become a key location to serve both individuals and families in their life, supporting them on a daily basis to have the best condition possible in both mind body and spirit.Main tasks:- Create and manage online presence ( Website, Facebook, Instagram)- Work with executive team to define social media approaches (Instagram, Facebook)- Create the internal technological best practices ( Contract management, Virtual Data Center management, E-mail, Wordpress, staff computers)- Define marketing campaigns with executive team- Brand design- Participate in the hiring process for new healthcare professionals- Participate in creating and managing business partnerships- Define market approach strategy

This role involved managing several servers for government institutions, especially the education ministry.Besides this main project I was also involved in several others that required the following skills.- Service Support of several government related projects - OS troubleshooting and root-cause analysis- OTRS Design and Support- VOIP PBX Design and Support- MySQL Database Administration

- SAMP stack administration- LAMP stack administration- Oracle installation & Configuration- ZFS + Zones server implementation- Windows Active Directory Domain setup for customers- OS troubleshooting and root-cause analysis- MySQL Database Administration- Xenserver deployments- Domain setup for customers

- Solaris 8 – 10, Administration, Tech support- RedHat Enterprise, Fedora, CentOS system administration- SUN Cluster 3.1, SUN JES- Cisco IronPort Administration and Monitoring- BIGIP F5 Load Balancer monitoring and management- INCOGNITO Broadband Command Center Administration - SLA compliance monitoring (CentOS + NAGIOS + Cacti)

Deployed at customer Millenium BCP Bank- Solaris 8 – 10 Implementation, system administration- Started the implementation of a Solaris 8,9 to 10 migration on several servers, such as Sun Fire 6800, Sun M4000, SunFire T5220- Sun Cluster testing and analysis- Testing and Production environments support and troubleshooting. - Testing and security compliance

- SLA compliance monitoring- Suse Enterprise 9, SCO Unix, Fedora Linux Administration and Troubleshooting - Service support to HQ and all company stores- Cisco switch management

- Cisco PIX Administration and troubleshooting- CheckPoint Administration- RSA Auth Manager user creation and management- SLA compliance monitoring (FreeBSD + NAGIOS + Cacti)- Linux

- Implementation of the Mobile TV servers running Windows 2003 for a national Mobile operator- Implementation of the Mobile TV servers running Windows 2003 for Portuguese National TV channel - Envivio Software Support on Alcatel-Lucent Mobile TV Projects- Java Games and Application proprietary database management and troubleshooting - Linux, Solaris support and troubleshooting

- Support and troubleshooting of Mobile TV infrastructures for Siemens customers - Overseas project - one month in Qatar for Qtel- Linux, Solaris support and troubleshooting

Portugal

- 1st and 2nd line support- SLA compliance monitoring- System administration of Windows 2000 server and Linux servers