Vítor Lopes Email & Phone Number

First line of defense in resolving technical issues and ensuring our customers have the best experience possible with our smart locker systems.

Vila Nova De Gaia, Porto, Portugal

• Co-ordinate and manage the day-to-day activities by monitoring and managing the distribution of the daily workload evenly across all team members.
• Assist the team where required by actively working on customer issues, handling calls, escalating incidents, etc;
• Ensure all Managed Service provisions are delivered on time and in accordance with business customers expectations, delivery & support is planned and scheduled accordingly, with both internal and external stakeholders.
• Work with the service management function to ensure key SLOs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified.
• Provide an escalation level for problem support, management, resolution and communication as appropriate, with both internal and external stakeholders.
• Liaise with customers regarding post sales requirements, delivery, and will have input into ongoing service reviews.

Porto Area, Portugal

Porto Area, Portugal

Actively monitor and support customer systems, network devices and services. Respond to device-down / network infrastructure down scenarios within the agreed service-level agreement. Process service tickets and assign to onsite technicians, customer-specific internal service resources.Provide remote service assistance through the use of various web-based.

• (09/2017–07/2018) Field Service Telecom Technician @ Porto (Portugal) Active routing & switching network equipments installation, configuration and support for business services such as Internet, VPN, DMZ, RDIS, IPTV.
• xDSL, FTTx, LTE (POTS, RDIS, IPTV, Internet & DMZ)
• Vodafone Onenet (life-cycle changes and troubleshooting for faults)Monitoring difficulties escalated to other teams or departments fulfilling SLA's and guaranteeing the quality of service to the final customer..

Alfragide

• Orange UK & TIM Brasil Project @ Nokia Solutions & Networks Alarm monitoring, troubleshooting and ticketing for 2G, 3G, 4G mobile network infrastructure alerts. Troubleshooting, managing, escalate or dispach to field.