o Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. o Documents actions taken to resolve enquiries.o Takes ownership for documenting, and monitoring adherence to all account relatedprocesses. o Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. o Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.o Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. o Monitors performance through statistical reporting and analysis.o Analyses and identifies areas of improvement to the service to ensure customer satisfactiono Owns and accepts personal responsibility for customer problems, champions customer issues to resolution.o Builds and enhances strong customer relationships and acts as an escalation point for thecustomer.o Takes responsibility for learning about all current customer needs

Release and Deployment Management support:- To create, test, verify, and deploy release packages- To manage organization and stakeholder change- To ensure that new or changed services are capable of delivering the agreed utility and warranty- To record and manage deviations, risks, and issues related to the new or changed service and take necessary corrective action- To ensure there is knowledge transfer to enable customers and users to optimize use of services that support their business activities

- Provide assistance to change management at the organizational level.- Ensure change requests are handled within agreed deadlines.- Assist project teams and technical teams in preparing and validating change requests.- Participate (CAB meetings) and lead meetings to assess change readiness- Collaborate with cross-functional teams to understand stakeholder and customer requirements- Provide Change Management Training to the participants on CAB- Backup of Change Manager

After being invited to assist on the implementation of the Damm new account, I am involved in the Transition and Process creation for the new SD and Analyzing client Process documentation for inconsistencies and make recommendations. In this project, I have helped in the interpretation and adaptation of the Damm Operations Manual to serve as a reference guide and operational support to CAU teams, to understand the service that operationally will be provided to Damm within Fujitsu’s shared services model. I am attending also the daily/weekly calls with Damm for the Revision of the catalogue of petitions and re-train of petitions.My manager in the Damm account has also challenged me to create a new version of the Service Request Management Process and the Knowledge Management Process, following the Global GDC standard versions, for the new Desk Processes that are being created by our team and are now being negotiated with the Client.Due to my experience has a KM SPOC, during my TMs vacation in December, I was appointed as his backup for 1 week to represent the KM team, providing support to the Client (organizing and attending Skype calls), the SD and other teams in the account.

Still in Fujitsu Technology Solutions joined the AI Virtual Content Management project to manage content in the AI Creative Virtual tool, providing agentless service to our clients across EMEA. Delivering high quality content to the tool, this role holds publishing rights and will perform quality control across the AI Creative Virtual platform. The virtual team consist of people whose primary role is not content creation but who have in depth knowledge of accounts.Key Accountabilities:* To capture all knowledge required for delivery of Service on a AI Service Desk both for support teams and for End users in various languages.* Build content for AI digital consumption whether voice or text* Providing first line AI technical support & troubleshooting.* Achieving % first time fix rate from the AI content created* To meet personal productivity and quality targets as agreed* To provide levels of AI customer service in line with the expectations of our clients

Accepted the challenge in Fujitsu Technology Solutions for the Schneider-Electric project using the "Remedy" ticketing tool, where I provide remote, chat and telephone support in 3 languages, Portuguese, English and Spanish.Support for Windows OS (XP, 7, 8.1 and 10), Office (2007, 2010, 2013 and O365), business internal applications and web portals. In here I received certification in several areas like:▪ ITIL® 2011 Edition Foundation - Introduction to Service Operation▪ ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle ▪ ITIL® 2011 Edition Overview - Introduction to the ITIL® Framework▪ Service Desk Agent - GOLD▪ Service Desk Expert- GOLD - Preparing for Next Level▪ Leadership Essentials - Motivating Employee

Joined the Asus project at Contact, a company from the Novo Banco Group, in the Spanish Line. In the Asus project I gave support to incident resolution by phone and by email, to all major Asus equipment such as laptops, desktops, cellphones, tablets, All-In-Ones etc. We use several applications platforms such as CMS+ to register tickets, TMSS to receive and send emails, Eservice to check history and repairing equipment status and Tell Me to control all pick up requests.

Regressei a uma área à qual tenho especial interesse, e que já tinha desempenhado essas mesmas funções na Nokia. Apoio de Service Desk nas línguas de Português, Espanhol e Inglês, para clientes tais como EDP em Portugal, EDP- Renováveis em vários pontos do globo, EDP - North America, HC e Naturgás (ambas em Espanha).

Assistente Pessoal para a sócia-gerente da empresa, com a responsabilidade pelos contactos internacionais na área do franchising e expansão internacional, planeamento das participações em feiras de franchising em Portugal e no estrangeiro, gestão da agenda da sócia-gerente, planeamento de viagens.

Administrativo para backoffice de instituições bancárias como Santander Totta e Barclays, em regime de substituição de licença de maternidade e aumentos de picos de trabalho.

Administrativo/Assistente de Direcção com especial ênfase na área das telecomunicações, facturação e gestão de pessoal.

Atendimento ao público, angariação de imóveis, sua introdução no nosso sítio da internet e divulgação nos meios de comunicação social, apoio aos comerciais, contactos com bancos e notários, etc.

Comunicador de Service Desk para a Nokia, recebendo contactos telefónicos, emails e solicitações através do site www.nokia.pt, dos utilizadores de equipamentos Nokia, resolvendo incidentes/pedidos de informação em 1ª linha. Experiência em Siebel.

Organização de eventos desportivos para os clientes das unidades hoteleiras a que estava destacado.

Administrativo de importação e exportação de mercadorias, com relação directa com a Alfândega de Lisboa. Conferência de manifestos antes da carga e descarga dos navios. Contactos com Agências de Navegação.

Estágio - Atendimento telefónico a clientes e fornecedores, agendamento de reuniões e expediente geral de escritório.