To Deliver a world-class operation service to Our Customers in APAC Region.

Customer Service Manager,Manage, customer service areas with a strong focus on Customer Satisfaction. Lead Customer Service Transformation Project to improve: visibility, control and customer satisfaction.

Service Delivery Manger, in the Last years, supporting Governments and Airport around the Globe to maintain solutions in good shape. SLA, KPI Control, Contract, Invoicing and Report Management.▪Accountable for 14 contracts in Africa,Asia,South America and Europe, with periodic management visits each year.▪Contract , design and control.▪Ownership of Change, Problem and Incident Management aligned with ITIL methodologies.▪Service Design and Contract Management– ensuring… Show more Service Delivery Manger, in the Last years, supporting Governments and Airport around the Globe to maintain solutions in good shape. SLA, KPI Control, Contract, Invoicing and Report Management.▪Accountable for 14 contracts in Africa,Asia,South America and Europe, with periodic management visits each year.▪Contract , design and control.▪Ownership of Change, Problem and Incident Management aligned with ITIL methodologies.▪Service Design and Contract Management– ensuring resources and processes are in place before service Go-Live.▪Continuous Service Improvement - Analyse existing equipment, maintenance and fault patterns and proactively derive plans and actions for improving performance, reliability and user experience.▪Service Reporting – include regular analysis for reporting on availability/reliability using standard KPI reporting metrics. ▪Design and implement new service processes in accordance with requirements.▪Business Performance and Client Management – managing the relationship with the client and ensuring that the business objectives of the client are met, along with mandatory services Show less

▪ IT Manager responsible for supporting all IT Equipment on central headquarters and Branches in Barclays Portugal. (2007-2013) and Spain 2014, control of SLA and OLA through KPI using ITIL & Cobit implementation. Budget approval and control, RFP auctions and bid design, Management of mixed teams with Direct reporting and outsourcing resources.▪ Head of Barclay's Local IT Service Desk (2008-2011). Having the responsibility to transform the local IT Help desk on the ITIL service desk… Show more ▪ IT Manager responsible for supporting all IT Equipment on central headquarters and Branches in Barclays Portugal. (2007-2013) and Spain 2014, control of SLA and OLA through KPI using ITIL & Cobit implementation. Budget approval and control, RFP auctions and bid design, Management of mixed teams with Direct reporting and outsourcing resources.▪ Head of Barclay's Local IT Service Desk (2008-2011). Having the responsibility to transform the local IT Help desk on the ITIL service desk framework, redesign of the service processes, measure KPI’s and live dashboards and wallboards. With the ITIL alignment done, we implemented and managed the move project to migrate its IT service functions, to global centralised Service Desks for cost consolidation and service standardization.▪ Led the project and vision to design a completely new printing and digitalisation workflow infrastructure within Barclay’s headquarters and Branches, improving performance and reducing costs (Investment was paid in 3 years), providing the infrastructure for tomorrow's paperless solutions inside the organization at affordable cost.▪ Leadership experience: in Barclays lead a team of 14 direct reports including internal and external human resources, providing overall guidance and oversight to support the day-by-day IT Operations and Control. Show less

Senior Consultant and Service Manager for Dell Services partnership in EDT Enterprise Projects.Project manager, pre-sales specialist, and Hardware and Software technician for NAS & SAN (Storage AreaNetwork) Projects for Dell / EMC clients in the Iberia Region.Several Projects in Industrial clients with Storage and VMware. Including Chipidea, Nobre, Panrico.

▪ At Unisys, as Senior Consultant, datacenter Server & storage solutions to help customers in projects with Microsoft technologies including the complex Windows Datacentre on ES7000 Hi-end servers, Design and implement Active Directory Migrations/consolidations, Checkpoint firewall Implementations. Senior Dell/EMC Storage specialist, with SAN / NAS implementations in the Iberia region.

▪ MSCT Certified trainer at Rumos S.A. an important certification Prometric center. More than 3000 hours of training Experience. Achieved, most important Microsoft Certifications, MCSE, MCSD, MCDBA & MCSA.