Joel Borges Piteira Email & Phone Number

Berlin Area, Germany

Brussels Area, Belgium

External IT consultant providing full service IT support under time pressure and in French, English, Spanish and Portuguese.Responding quickly and with attention to detail to a wide variety of requests. Required to resolve technical issues whilst liaising with all levels of management and development teams, providing clear communication and problem solving, as well as providing feedback to the end user.Incident management and full IT support services for all applications developed and/or supported by the Commission’s IT department, such as Stages for EU internships, LLPlink life long learning programme, E-forms, Youthlink youth in action programme, Mobility Tool and Erasmus Link.Knowledge of the full cycle and process behind each application (business awareness) in order to provide comprehensive support for each client and situation. IT training and coaching for end users.Drafting and updating troubleshooting issues on the Commission intranet.IT infrastructure tasks such as: Hardware testing for new users, printer cartridge inventory and management, tokens management and coaching sessions, PDA configuration and coaching sessions, hardware inventory checks, occasional hardware replacement tasks.Management of internal staff moves: start and follow-up processes, management of related procedures, IT material logistics, inventory checks and updates and necessary hardware issues troubleshooting and follow-up if necessary.Creation of a FAQs database.Peregrine Service Center and Atlassian JIRA used as incident management tools.

Brussels Area, Belgium

Comprehensive software IT support for European Commission delegations in countries outside the EU and in international organizations ensuring fast solutions to a variety of issues in French, English, Spanish and Portuguese.Responding quickly and with attention to detail to a wide variety of requests. Required to resolve technical issues whilst liaising with all levels of management and development teams, providing clear communication and problem solving, as well as providing feedback to the end user.Working within a security sensitive environment. I successfully passed the security process and was awarded the “EU SECRET” security clearance. Knowledge of the full cycle and process behind each application (business awareness) in order to provide comprehensive support for each client and situation. Applications: IMMOGEST real estate management, E-DEL HRM HR management, DRIVERS, CARS, DELORES documentation and correspondence.Application testing before new software releases. Translation of software from English to variety of other languages.IT system training and coaching, remotely and in person.Maintenance of user documentation and creation of FAQs database.Use of IBM Rational Team Concert, IBM Rational Clearquest, Peregrine Service Center incident management tool, DRUPAL core, ABAC assets.

Brussels Area, Belgium

Worked as an IT support specialist at the European Commission contracted by Unisys between 2009 and 2015

Mechelen Belgium

Comprehensive software IT support, ensuring fast solutions to a variety of issues in French, English, Spanish and Portuguese. Client: SKF International.Responsible for updating the Enterprise Knowledge Management System for the client on a global level, acting as a single point of contact for changes, requests and updates. The site contained a number of procedures, troubleshooting information and contact information.Providing procedural and software training and coaching for new employees.Responding quickly and with attention to detail to a wide variety of requests. Required to resolve technical issues remotely whilst liaising with all levels of management, providing clear communication and problem solving, as well as providing feedback to the end user.Knowledge of the full cycle and process behind each application (business awareness) in order to provide comprehensive support for each client and situation. Ability to communicate and relate well with a wide range of people, especially under time pressure.Use of IBM Lotus Notes, Peregrine Service Center, Vantive Client, IBM Personal Communications, Dameware remote control app, Microsoft Windows server 2003 Active directory, IBM Tivoli remote control.Working in an international and multicultural environment.

Master'S Degree, Tourism And Travel Services Management

Master'S Degree, Tourism And Travel Services Management

Erasmus student. Wrote and presented the final thesis of my MA Degree in Tour operator management.