* Serves as a technical expert in the area of system administration for complex operating systems.* Helps develop, document, communicate, and enforce a network technology policy.* Is responsible for the installation and configuration of new software and hardware, including the server network, devices and firewalls.* Is responsible for monitoring system performance, IT system operations and storage utilization.* Plans ahead for necessary hardware or software upgrades to support system growth.* Manages user accounts and assets, and assigns and updates security permissions on the network according to security policy.* Provides support with escalated help desk requests.* Leads a team of Network/Helpdesk Analysts, coordinates with different departments.* Mentors team members and educates users.* IT Project Management * Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.* Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.* Understand current and future business goals and ongoing IT issues to ensure business success* Develop a renewal and upgrade schedule for company software programs and Ensure that employees are following computer use policies, information security and privacy* Identifying and preventing cyber threats by the implementation of security control and policies, EDR, Risk Intelligence, MFA etc.

Service Desk Management- Manage daily operations of the service desk team;- Oversee requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers;- Manage professional development goals;- Train, coach and mentor IT Support Analyst including career development. Oversee staff activities. As needed, schedule employees working times and provide backup support;- Responsible for managing all areas of Service Desk Operations in order to meet or exceed customer SLA's;- Responsable for Service desk team member performance;- Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed; - Develop and recommend strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT;Project Management- Oversee, manage and execute IT infrastructure projects;- IT Migration Planning and Management (Planning, Testing and Production);- Recommend solutions and upgrades to customers and coordinate the ordering of hardware/software and implementation of the recommendations;Configuration Management- Coordinate the smooth and rapid onboarding of new customers;- Monitor and review the execution of the Configuration Management process at a high-level, ensure it remains consistent with the organization’s current culture and IT Service Management strategy and ensure coordination with all other IT processes;- Manage, monitor, review and update all procedural documentation and work instructions;- Promote the Service Management vision to top-level/Senior management;

- Helpdesk IT Support - Diagnose and troubleshoot client hardware and software issues both remotely and onsite.- Network and Server infrastructure deployments, setup, administration and monitoring.- Windows Server and Exchange Server migrations (Windows Server 2003/2008 to 2012; SBS 2008/2011; Exchange 2003/2007/2010/2013 & 2016; - Clustering and Exchange DAG implementation;- P2V Conversions (conversion and implementation of physical servers to virtual servers on HyperV)- Office 365 Deployments and administration.- Windows Client migrations (Windows XP to Windows 7/8/8.1)

- Handle technical (Web, Email, PC and Network) support calls from external customers- Track tickets and ensure all activities are performed and documented.- Recommend hardware and software products to clients and take orders and call vendors for parts and pricing.- Schedule Onsite support and handle client’s IT related issues and problems.- Monitor and answer main switch board in order to perform administrative and technical tasks at hand.- Provide Onsite or remote training of IT related topics to clients such as Windows OS, Microsoft Office Suite and other customer specific software.- Implement customer office infrastructure setup such as cabling, LAN, VoIP configuration and computer and printer installations.

- IT Helpdesk Support Specialist for the Portuguese and Brazilian Nokia Siemens Networks accounts, including NSN GNOC – Global Network Operations Center, Gensyme and Evonik Americas.- Troubleshooting and technical support of hardware and software mainly Microsoft Active Directory, Outlook, Mail for Exchange, Lotus Notes, Cisco VPN, Cisco WebEx, Checkpoint Pointsec.- Development of internal HTML knowledge base/process scripts webpage and assisting specific account process scripts documentation in conjunction with the process analysts.

Nokia Siemens Networks Executive Feedback Centre- Responsible for handling Service Recipient incident escalations. - Ticket handling for both closed and non-closed tickets via Nokia Siemens Networks IT organization, - Acknowledgment and provide feedback on escalation status.- Provide problem analysis, ticket solving and root cause determination.- Coordination with external participating resolution groups such as Xerox, IBM, and Fujitsu Siemens.- Introduction of corrective action to prevent problem from reoccurring.- Trigger for 3rd party root cause analysis for services not rendered by Siemens to respective IT Cluster.- Trigger for Change Requests for services rendered by Siemens to respective IT Cluster.- Statistics reporting to all members of User Care Cluster Management Board.Nokia Siemens Networks Executive Services- Provide support to a select group of elite customer end users.- Troubleshooting technical support issues raised by the Executive end user.- Remote desktop for further troubleshooting and root cause analysis.- Complaint Management addressing concerns raised by Executive end users from a Customer Service point of view.Service Desk Transition Project- Consultant and floorwalker in the transition of the Service Desk and Executive Services.- Provide training materials, process revisions, experienced cases and approach, tips and tricks. - Provide harmonization between Service Desk, global teams and External parties.