Rita Ribeiro Email & Phone Number

Lisbon, Portugal

Service Manager in NOS. The team is responsible for:--> The following processes: service management; incident management, continuous improvement, change management and deploy management;--> The IT CMDB;--> Managing the work of the 24x7 Operation Team and Service Desk Team;--> Monitoring the performance of the bussiness processes of NOS.

Lisbon Area, Portugal

Service Manager in NOS SGPS. The main goal is to manage the availability and quality of all services that are under the responsibility of the IT Department. After the fusion between ZON Multimédia and OPTIMUS Telecomunicações, responsible for ensure process standardizations between the two companies.The current responsibilities include: Manage the CMDB (Configuration Management Database) of the IT Department and developing new requirements for this tool;Responsible for the Change and Release Management processes Guarantee the correct execution of the methodologies and ITIL processes implemented, namely, Release and Change Management, Incident Management, Configuration Management, Major Incidents and Service Lifecycle process;Assure the communications interface with other areas and departments, Delivery, Quality, Technical and Application Support and Infrastructure team;Identify improvements to the IT services;Manage Service Management project and another projects transversal to the IT Department.

Lisbon Area, Portugal

Included in the same Application Outsourcing project for the ZON Multimédia company, was responsible for the Operations and Service Management teams in the IT Department;For the Operations team was responsible to: Ensure the existence of practices and processes standardized and repeatable to support team activities and guaranteed that these ones were continually improving; Identify and implement improvements to processes; Provide detailed reports about the team activities and KPIsFor the Service Management team was responsible to: Responsible for the Release and Change Management processes; Plan and manage all the changes executed in the hardware and software associated with the services under the responsibility of the IT Department; Plan and monitor the work executed by the Operations team

Lisbon Area, Portugal

Included in an Application Outsourcing project for the ZON Multimédia company was responsible for the manage and operationalization of the following ITIL processes, Change and Release Management, Problem Management, Incident Management and Knowledge Management. This management was in the scope of the support provided to the IT Department. Was also in the team responsible for the analysis, development and implementation of KPIs associated with the different processes.

Lisbon Area, Portugal

Integrated in a project in EDP, the main objective was the development and implementation of a new process model and support system, based on Oracle Utilities CC&B in Portugal and Spain.Member of the Change Management team, whose main goals were the development and implementation of the Communications & Training strategy, which included the definition and development of the internal communications actions, training materials and preparation of the training sessions

Lisbon Area, Portugal

Development and implementation of the Environmental Management System for the Accenture Portugal offices in Lisbon and Porto, in agreement with the international norm ISO 14001:2004. Environmental Technician of the Environmental Management System, responsible for the maintenance of the system

Graduate, Chemical Engineering

Activities and Societies: Futsal Team Basketball TeamInternational internship accomplished through the Erasmus Program in the Leibniz.

Pos-Graduation, Management Of Integrated Systems - Quality, Environment, Health And Work Security

The scope included the methodologies and tools used in Quality, Environment and Health and Work Security management systems.