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.• Motivating, coaching and developing the team to deliver a first-class service.• Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability.• Recognize opportunities for improvements to procedures by pro-actively offering ideas and if needed, implement solutions.• Contribute to the on-going development of the Managed Services Support function by sharing knowledge, experience and expertise with other team members as well other teams.• Encourage the team input into procedures and practices – assisting them in developing their ideas to ensure continuous improvement and development.• Ensure activity on projects is regularly monitored to ensure milestones are met.• Conduct monthly one to one's with individual team members as well as formal six-monthly appraisals.

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 remote support tools.Perform server updates and reboots during customer-designated maintenance windows.

(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, VoIP and SIP Trunk to Vodafone ISP end clients on xDSL, FTTx and 3G / LTE access. Vodafone Onenet (installation and configuration of VoIP telephone equipment and functionalities).(04/2014–10/2017) 2nd line Assistant for Enterprise and Home Solutions @ Vodafone Portugal Analysis, troubleshooting and resolution of faults reported by the home or enterprise end-customer in the following solutions : ▪ 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. Installation follow-up and service support to field service teams.03/2015–09/2015 Vodafone ITeam Consultant @ Porto Customer planning and implementation of Vodafone Onenet integrated fixed-mobile voice solutions, which best match the company business needs. Presential workshop administration at the customer company, (administrator and endusers) customized and adapted to the needs of use, configuration and management of the telephone and / or computer equipment provided in the solution. Company's lifecycle solution management.

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 service on-call teams. Answering telephone calls from field service teams.