Rui Rocha

Experience

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  EFACEC

  Jan 1997 - Jun 1998

  Administrativo

  Estágio - Atendimento telefónico a clientes e fornecedores, agendamento de reuniões e expediente geral de escritório.

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  Liscont

  Mar 1999 - Feb 2001

  Administrativo de importação e exportação de mercadorias

  Administrativo de importação e exportação de mercadorias, com relação directa com a Alfândega de Lisboa. Conferência de manifestos antes da carga e descarga dos navios. Contactos com Agências de Navegação.

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  Meliá Hotels International

  Apr 2001 - Apr 2005

  Organizador de Eventos Desportivos

  Organização de eventos desportivos para os clientes das unidades hoteleiras a que estava destacado.

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  Sitel

  Jun 2005 - Apr 2007

  Service Desk Technician

  Comunicador de Service Desk para a Nokia, recebendo contactos telefónicos, emails e solicitações através do site www.nokia.pt, dos utilizadores de equipamentos Nokia, resolvendo incidentes/pedidos de informação em 1ª linha. Experiência em Siebel.

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  Ocean Start – Mediação Imobiliária, Lda.

  May 2007 - Oct 2008

  Administrativo/Assistente de Direcção

  Atendimento ao público, angariação de imóveis, sua introdução no nosso sítio da internet e divulgação nos meios de comunicação social, apoio aos comerciais, contactos com bancos e notários, etc.

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  Epoch - Consultoria e Gestão, Lda.

  Apr 2009 - Oct 2010

  Administrativo/Assistente de Direcção

  Administrativo/Assistente de Direcção com especial ênfase na área das telecomunicações, facturação e gestão de pessoal.

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  Blanes - Serviços de Gestão e Formação às Empresas

  Jan 2011 - Nov 2011

  Administrativo de backoffice

  Administrativo para backoffice de instituições bancárias como Santander Totta e Barclays, em regime de substituição de licença de maternidade e aumentos de picos de trabalho.

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  Joshua Cozinha, Lda.

  May 2012 - Mar 2013

  Assistente Pessoal de Direcção

  Assistente Pessoal para a sócia-gerente da empresa, com a responsabilidade pelos contactos internacionais na área do franchising e expansão internacional, planeamento das participações em feiras de franchising em Portugal e no estrangeiro, gestão da agenda da sócia-gerente, planeamento de viagens.

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  CGI

  Apr 2013 - Sept 2013

  Service Desk Technician

  Regressei a uma área à qual tenho especial interesse, e que já tinha desempenhado essas mesmas funções na Nokia. Apoio de Service Desk nas línguas de Português, Espanhol e Inglês, para clientes tais como EDP em Portugal, EDP- Renováveis em vários pontos do globo, EDP - North America, HC e Naturgás (ambas em Espanha).

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  Contact

  Oct 2013 - Dec 2015

  Help Desk technician

  Joined the Asus project at Contact, a company from the Novo Banco Group, in the Spanish Line. In the Asus project I gave support to incident resolution by phone and by email, to all major Asus equipment such as laptops, desktops, cellphones, tablets, All-In-Ones etc. We use several applications platforms such as CMS+ to register tickets, TMSS to receive and send emails, Eservice to check history and repairing equipment status and Tell Me to control all pick up requests.

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  Fujitsu

  Jan 2016 - Jan 2025

  ● Led the transition from ITIL v3 to ITIL v4, ensuring smooth implementation and alignment with business objectives.● Managed stakeholder expectations and addressed resistance to change, including challenges posed by team members hesitant to adopt new tools and processes.● Oversaw the daily management of established processes and systems, ensuring operational efficiency.● Ensured that all implemented processes were in line with contractual requirements and Service Level Agreements (SLAs).● Monitored performance through statistical reporting and analysis to identify areas for service improvement.● Continuously analyzed customer feedback and service performance to ensure high levels of satisfaction.● Followed established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. ● Documented actions taken to resolve enquiries.● Taked ownership for documenting and monitoring adherence to all account relatedprocesses. ● Ensured the processes in place are aligned with the contractual requirements. Acted as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. ● Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.● Escalated issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. ● Monitored performance through statistical reporting and analysis.● Analyzed and identified areas of improvement to the service to ensure customer satisfaction.● Owned and accepted personal responsibility for customer problems, champions customer issues to resolution.● Build and enhanced strong customer relationships and acts as an escalation point for thecustomer.● Taked responsibility for learning about all current customer needs Show less • Managed, tested, verified, and deployed release packages to ensure seamless implementation of service changes.• Managed organizational and stakeholder change, ensuring smooth transitions and clear communication throughout the deployment process.• Increased process response by 10% in my second year by providing outstanding customer service to generate and maintain a solid release management handling.• Ensured that new or changed services could deliver the agreed utility and warranty, meeting all business and operational requirements.• Recorded and managed deviations, risks, and issues associated with new or changed services, taking corrective actions to mitigate impact.• Facilitated knowledge transfer to customers and end users, enabling them to optimize the use of services and align them with business objectives. Show less ● Managed the overall Change Management at the organizational level, ensuring alignment with overall business objectives.● Exceeded successful changes on the first attempt target by 15% in first year, followed by a 10% increase on the following year, through proactively identifying Business risks and making recommendations.● Assisted project and technical teams in preparing and validating change requests, ensuring all necessary information was captured.● Actively participated in Change Advisory Board (CAB) meetings and led sessions to assess change readiness and potential impacts.● Delivered Change Management training to CAB participants, ensuring a clear understanding of processes and responsibilities.● Acted as backup for the Change Manager, ensuring continuity and effective management of change processes.● Provided assistance to change management at the organizational level.● Ensured change requests are handled within agreed deadlines.● Collaborated with cross-functional teams to understand stakeholder and customer requirements● Provided Change Management Training to the participants on CAB Show less • Invited to assist with the implementation of the new Damm account, contributing to the transition and process creation for the new Service Desk (SD).• Analysed client process documentation for inconsistencies, making recommendations for improvements.• Supported the interpretation and adaptation of the Damm Operations Manual to serve as a reference guide for CAU teams, ensuring alignment with Fujitsu’s shared services model.• Challenged by management to create new versions of the Service Request Management and Knowledge Management processes, aligning them with the Global GDC standard for new Desk Processes being negotiated with the client.• Appointed as the backup for the KM Single Point of Contact (SPOC) during the team manager’s vacation in December, representing the KM team, supporting the client, and coordinating with Service Desk (SD) and other account teams through Skype calls. Show less ● Managed the AI Virtual Content project, responsible for managing content within the AI Creative Virtual tool, providing agentless service to clients across the EMEA region.● Delivered high-quality content to the platform, holding publishing rights and performing quality control across the AI Creative Virtual platform.● Captured and documented all necessary knowledge for service delivery on the AI Service Desk, supporting both technical teams and end users in multiple languages.● Built content for AI digital consumption, including both voice and text formats.● Achieved a high percentage of first-time fix rates through the AI content created.● Delivered AI customer service that meets or exceeds client expectations, maintaining high satisfaction levels.Key Accountabilities:● To capture all knowledge required for delivery of Service on a AI Service Desk both for support teams and for End users in various languages.● Build content for AI digital consumption whether voice or text● Providing AI technical support & troubleshooting.● Achieving % first time fix rate from the AI content created● To meet personal productivity and quality targets as agreed● To provide levels of AI customer service in line with the expectations of our clients Show less Accepted the challenge in Fujitsu Technology Solutions for the Schneider-Electric project using the "Remedy" ticketing tool, where I provide remote, chat and telephone support in 3 languages, Portuguese, English and Spanish.Supported Windows OS (XP, 7, 8.1 and 10), Office (2007, 2010, 2013 and O365), business internal applications and web portals. In here I received certification in several areas like:▪ ITIL® 2011 Edition Foundation - Introduction to Service Operation▪ ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle ▪ ITIL® 2011 Edition Overview - Introduction to the ITIL® Framework▪ Service Desk Expert- GOLD - Preparing for Next Level▪ Leadership Essentials - Motivating Employee Show less

  • Process Management Consultant / ITIL v3 to ITIL v4 Transformation

    Jan 2024 - Jan 2025

  • Release and Deployment Management Consultant

    Jul 2022 - Dec 2023

  • Change Management Consultant

    Feb 2021 - Jun 2022

  • Project Management Coordinator / Business Analyst

    Nov 2019 - Feb 2021

  • AI Virtual Content Analyst

    Jan 2019 - Nov 2019

  • IT Support Technician

    Jan 2016 - Jan 2019
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  Devoteam

  Jan 2025 - now

  Project Manager for ITIL v3 to ITIL v4 EDP Process Transformation

  Key Challenges:● Lead the evolution from ITILv3 to ITIL4 within the service delivery processes.● Ensure consistent process management practices across all geographical locations using advanced BPM tools.● Drive continuous improvement initiatives to enhance service delivery effectiveness and efficiency through rigorous process modeling and simulation.Key Responsibilities:● Develop and implement strategies for transitioning to ITIL4, including training plans and communication strategies to ensure smooth adoption.● Analyse current IT service delivery processes across different regions and develop a unified process management framework using BPM tools.● Collaborate with IT teams globally to ensure practices are aligned and standardized, with a strong emphasis on compliance and auditing.● Monitor and report on the progress of process management initiatives and their impact on service delivery, utilizing process simulation tools to forecast outcomes and adjust strategies dynamically.● Identify opportunities for process improvement and lead projects to enhance service quality and operational efficiency, ensuring they meet compliance and auditing requirements.● Process optimization and agility enhancement by applying Lean and Agile principles to boost responsiveness and reduce process cycle times.● Continuous improvement and innovation by adopting ITIL 4 best practices to keep ITSM processes from EDP at the forefront of industry standards.● Ensure alignment and buy-in for ITSM process changes through effective stakeholder engagement and comprehensive change management plans. Show less