The team I belong to was presented with the challenge to focus primarily on the "functions" definition of our Identity Management Solution, leaving the majority of the end user support tasks to be handled by the team which already performed them in the stores and/or warehouses in our Group.When we talk about "functions", these are not a "standard function", as defined in our ERP system, but a collection of what we call "resources", that can be physical resources (for instance, a computer, a mobile device, etc) and also logical resources (such as an access to a certain shared network folder, the access created in the specific system to remotely access the corporate network, the email account, the username for ERP access, etc). In a Group that has "change" has a "native behaviour" (remember we work on the Retail business), this task is very challenging. We take care of this configuration primarily for the Portuguese and Colombian Companies that belong to the Group.We still hold the responsibility for some support tasks such as ERP - SAP - authorizations support, Mobile email configuration and support, remote access configuration and support, along with some other specific systems for which we don't have any other team with the necessary expertise in place)

User ManagementFunction roles definition and managementIT accesses to several systems management (Lotus Notes, SAP, Warehouse Management, Active Directory, Remote Access, Blackberry accounts, others)Laptops & Desktops backup management (EMC Avamar)Configuration and management of resource requests in internal Service Desk toolBackoffice purchasing orders management (interaction with Outsourcer)

Responsible to Manage the IT Service (Desktops, Laptops, Printers in the Distributed environment), which is done by an outsourcerDesktop, Laptop, Printer, Telephone SupportSLA Control of the existing Contract, currently active with the OutsourcerInternal Customer "Service Provider" (Managing complaints about the Service, and also getting user feedback in terms of service improvement ideas).Servicing the "Internal customer", in areas which are out of scope of the existing contract (Remote Access Management, Creating and Maintaining SAP Users and SAP Permissions, Creating and maintaining Internet accesses, Managing Internet Gateway accesses, Managing SPAM accesses/rules

Help Desk Manager - This Help Desk team worked in the same areas that are nowadays managed by the Outsourcing team

Junior Consultant, having worked mainly in the Pharmaceutical Industry; worked in the IT area, specifically: - Installing, configuring and administering Operating Systems (desktop), Productivity tools (Office, Exchange Client, Lotus Notes - database access) - Support to specific tools in the financial area: XRT-CERG - Printers and Multifunction equipment support - Network support (hardware, software) - Server Support (backup)

- Network Installing and Configuring (Hardware and Software) - Installing Configuring and Administering Exchange Server - Desktop and Laptop Support (Windows since v3.1, Office, Antivirus, Visual Basic, Visual C, Visual Fox Pro) - Server Installing and Configuring (Windows NT since v3.1 until v4.0)