Collaborate with a large cross section of teams, while being a part of GRC team working transversally with more than 20 countries around the world in a multinational group.Actively participate in activities such as:- Perform data gap analysis and then use this information to develop automated solutions.- Build automation around security controls and audit systems with general-purpose programming or scripting languages (Python, PowerShell, VBA) for data sanitization, authentication, and authorization.- Evaluate new data sources for automation applicability.- Communicate technical information clearly and simply to non-technical people, including producing written reports suitable for expected distribution, which could vary from C-Level audiences to technical users.Industry: Finance and Insurance.

Delivered systematic, disciplined and process driven approach in managing customer incidents and requests whilst ensuring that agreed procedures, standards and SLAs were met. Created and maintained internal and customer procedures. Identified gaps in processes and proactively created, amended and reinforced those processes. Promoted teamwork through coaching and delegation of tasks whenever appropriate. Acted as Deputy Team Leader on multiple occasions. Onboarded and trained new starters.

Performed 1st and 2nd Level support for Managed IT Services and Managed Network customers throughout several countries in Europe and Asia. Identified gaps in processes and proactively created, amended and reinforced those processes. Promoted teamwork through coaching and task delegation. Acted as Deputy Team Leader on multiple occasions.

Managed and coordinated a Technical Service Desk team on a new project. Ensured that team members focus on project and team goals, quality standards and KPIs were met and achieved. Reported to the Project Manager via COB reports and regular meetings on team member’s performance and project goals achievements. Provided project updates directly to the CIO of “Instituto do Emprego e Formação Profissional” where collected feedback was analysed for re-alignment / improvement.

Assisted the Technical Service Desk Coordinator as Deputy Team Leader during the Banco Popular Portugal project with the assignment and delegation of tasks and workload, queue management, team training, coaching and processes and procedures - creation, implementation and revision. Served as PoC to the project's VIPs for any IT related issues. Organized and executed the Windows XP rollout carried out at the Bank.

Assisted at an on-going project as a Service Desk Analyst.Deployed a software rollout over a two months period at British Petrol Portugal.Elaborated and reported assessment COB reports to the Project Manager.

As an IT Field Technician, performed onsite and remote technical support to clients/users, maintenance and repair of IT equipment, follow-up with the clients/users, registering of repair cases (RMAs).As Assistant Project Manager, participated in several Rollout projects for Banking, Pharmaceutical, Public and Private sector institutions. Main responsibilities comprised: • Identifying inputs (conversion plans, operation instructions, rollout plan, end user documentation); • Conducting key activities (performing readiness check, conduction of the system conversion, performing production monitoring, and documenting potential enhancements); • Creating the outputs;• Meeting the milestones.Main Projects (Rollout Windows XP):• Centros de Saúde de Portugal• CIMPOR, Cimentos de Portugal• Banco Santander Totta Portugal• Banco Crédito Agricola• Banco Espírito Santo• Bayer Portugal

Involved, as part of the Software Development department, in the conception and development of several products with general-purpose programming, reporting and database languages (Visual Basic 6.0, Visual Basic .NET, Crystal Reports (v4.0 ~ v9.0) and Microsoft SQL 2000).Responsible for the Product Branding development of our projects.Main Projects:• VisualCar – Integrated Management Software for the Car Industry• SafetyDrug – Pharmacy Surveillance Application SoftwareIndustry: Automobile and Pharmaceutical.

Responsible for the maintenance and repair of IT and Network equipment’s.Provide on-premise technical support to clients / users. Invited to join the Development department as a Junior Programmer, after the first year with the company.New roles involved the conception and development of several applications by employing the usage of general-purpose programming, reporting and database languages (Visual Basic 6.0, Visual Basic .NET, Crystal Reports (v4.0 ~ v9.0) and Microsoft SQL 2000).