Experience

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  Apkomp – informática e engenharia, lda.

  Jul 2000 - Oct 2009

  I.t. technician / sales representative

  Developed and expanded the client portfolio, strengthening business relationships and generating new revenue opportunities. Designed and executed targeted marketing campaigns to drive client engagement, presenting to potential clients and successfully closing sales. Managed the installation and configuration of APKomp software, including network and hardware setup, as well as operating system installations and configurations for Windows XP, Windows Vista, and Windows Server. Provided comprehensive training to clients on APKomp software, delivering helpdesk and technical support to ensure smooth adoption. Additionally, supported the development team with programming tasks in dBASE Plus and created reports in Crystal Reports XI as needed." Show less

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  Vendir - espaços de promoção, lda

  Dec 2009 - Nov 2010

  I.t. technician

  Provided helpdesk and technical assistance, including configuration and maintenance of computers and notebooks, as well as network setup and upkeep. Managed software installations and maintenance, covering operating systems (Windows XP, Windows Vista, Windows 7, Windows Server 2003), MS Office, and other essential applications. Handled server administration tasks and managed the site and content for www.plurisports.com, ensuring seamless functionality and updated content.

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  Arlindovcosta.com / t8ch.com

  Jan 2012 - Nov 2014

  Freelancer / consultant

  • IT Support & Troubleshooting: Provided comprehensive IT support, including troubleshooting and maintenance for client systems and networks.• Infrastructure Management: Managed SME server and network infrastructure, ensuring optimal performance, security, and reliability for small and medium-sized businesses.• Web Design & Development: Designed and developed custom websites, enhancing clients' online presence and user experience.• Corporate Branding: Created branding materials, including logos and brochures, aligning with clients' business objectives (view portfolio at Behance Portfolio).• Graphic Design: Delivered tailored graphic design solutions, creating visually engaging materials that supported client goals.• Freelance Project Management: Managed multiple freelance projects, balancing client expectations, deadlines, and quality.• Technical Training: Delivered Microsoft Office training, enhancing client productivity and efficiency with office applications. Show less

• 

  Advanced

  Jan 2015 - now

  • Operational Leadership: Led an operational team responsible for the support, optimisation, and high availability of Oneadvanced Health and Care software, including critical applications such as Adastra & Odyssey (supporting around 70% of England’s 111 services), and Staffplan, hosted in Oneadvanced data centres.• Performance Optimisation: Defined and implemented KPIs to enhance technical team performance, improving response times and aligning with industry best practices.• Disaster Recovery Strategy: Designed and maintained disaster recovery plans and impact analysis, influencing Capex and Opex budgets to strengthen operational resilience.• Incident Management: Served as the senior escalation point for critical incidents, ensuring timely resolution while balancing technical and business priorities.• Team Mentorship: Fostered a culture of growth and innovation through mentoring, enhancing technical expertise and promoting continuous learning within the team.• Stakeholder Collaboration: Engaged with business leaders and technical teams to align IT operations with organisational goals and prioritise key operational needs.• Budget & Cost Management: Contributed to budget planning by identifying cost-saving opportunities and driving operational efficiencies without compromising service quality.• Compliance & Risk Oversight: Ensured compliance with regulatory standards and mitigated operational risks through robust processes and documentation.• Cross-functional Integration: Collaborated with development, infrastructure, and service delivery teams to address dependencies and ensure seamless operational processes. Show less • Client Advisory & Roadmapping: Served as a trusted advisor to Foot Anstey LLP, developing and managing technology roadmaps to align IT strategy with business needs, driving lifecycle management and innovation.• Critical Incident & Problem Management: Led critical incident escalations and problem management efforts, driving root cause analysis, implementing long-term solutions, and preventing recurring issues.• Capacity Management: Oversaw capacity planning and provided detailed technical reports to senior stakeholders, ensuring systems met current and future demands.• Continuous Service Improvement: Collaborated with Service Delivery teams to enhance operational efficiency, service quality, and client satisfaction through targeted initiatives.• Stakeholder Engagement: Acted as the primary liaison for senior stakeholders, facilitating effective communication between technical teams and client.• Risk & Compliance Oversight: Identified risks in client environments, recommending security and compliance improvements to align with industry standards.• Collaborative Implementation: Partnered with sales, technical, and project teams to identify opportunities, implement solutions, and oversee seamless service transitions into BAU operations. Show less • Security Platform Management: Built, deployed, and managed security platforms (e.g., McAfee ePO, Trend OfficeScan, Cisco Umbrella), enhancing security for clients and internal systems.• Multitenant Security Deployment: Successfully deployed a multitenant ePO platform, centralising security management across client environments and improving threat mitigation.• Automation & Scripting: Streamlined updates, patch management, and compliance reporting using PowerShell & VBScript scripting, driving operational efficiency.• Policy Development & Compliance: Developed and enforced security policies to meet internal standards and regulatory requirements (e.g., GDPR, ISO 27001).• Vulnerability Management: Led vulnerability scanning and remediation initiatives, ensuring security platforms remained resilient against evolving threats.• Audits & Reporting: Conducted security audits, reported findings to leadership, and implemented improvements to strengthen platform configurations and strategies.• Vendor Coordination: Managed third-party vendor relationships, handling product evaluations, upgrades, and escalations to resolve platform issues efficiently.• Training & Knowledge Sharing: Delivered training and security awareness guidance to internal teams and clients, enhancing platform usage and overall security posture. Show less • Windows Server Administration: Installed, configured, and maintained Windows Server environments, managing Active Directory, DNS, DHCP, and file services to ensure stability and security.• Virtualisation Management: Administered Hyper-V and VMware environments, optimising virtual machines for high availability and performance.• System Performance & Monitoring: Monitored server performance, resolved issues, and fine-tuned resources to maintain system efficiency and uptime.• Patch Management: Applied patches, updates, and service packs to secure systems and maintain operational integrity.• Active Directory & GPO Management: Managed Active Directory and Group Policy Objects (GPOs), controlling user access and enforcing security policies.• Automation & Scripting: Developed PowerShell scripts to automate administrative tasks, enhancing operational efficiency and reducing manual workloads.• Disaster Recovery & Continuity: Contributed to disaster recovery planning and testing to ensure business continuity for client environments.• Technical Support & Troubleshooting: Resolved complex hardware and software issues, minimising downtime for key client systems.• Client Services Administration: Managed SCCM, AirWatch, Forcepoint, VEEAM, and Citrix systems, supporting high-profile clients such as London City Airport, PRS for Music and British Airways Pensions.• Technical Support & Escalation: Served as an escalation point for Level 1 and Level 2 teams, resolving complex technical issues and ensuring minimal system downtime.• Training & Mentorship: Conducted training and mentoring activities for Level 1 and Level 2 teams, enhancing their technical expertise and fostering a culture of continuous improvement.• Documentation & Reporting: Maintained comprehensive documentation of build processes, system configurations, troubleshooting steps, and incident resolutions for audits and future reference. Show less • Technical Support: Resolved hardware and software issues on desktops, laptops, and peripherals, ensuring minimal downtime.• Installation & Configuration: Installed, configured, and set up operating systems, software, and new workstations.• System Maintenance: Applied updates, patches, and ensured antivirus/security systems were up to date.• User Account Management: Managed user accounts and permissions, supporting onboarding and offboarding processes.• Networking Support: Troubleshot network issues and collaborated with network teams on more complex problems.• Hardware Management: Diagnosed, repaired, and maintained hardware, managing inventory and liaising with vendors.• Documentation & Reporting: Logged incidents, maintained records, and documented procedures for future reference.• Collaboration & Customer Service: Worked closely with Infrastructure teams, delivering proactive support and resolving recurring issues. Show less

  • Technical Operations Manager

    Jan 2023 - now

  • Technical Account Manager

    Jul 2020 - Jan 2023

  • Systems Engineer (Security Platforms Team)

    Apr 2019 - Jul 2020

  • Systems Engineer (Wintel Team)

    Sept 2016 - Mar 2019

  • Onsite Engineer

    Jan 2015 - Sept 2016