Miguel Nogueira

Experience

• 

  Accenture

  Jan 2007 - Jul 2007

  Junior Developer

  -Develop Web Forms for IGFSE (Instituto Gestão Fundos Sociais Europeus) Website-Develop Web Forms for ITIJ (Instituto das Tecnologias de Informação na Justiça)

• 

  Xerox

  Nov 2007 - Dec 2014

  -Coordinates Infrastructure and asset support to 450 end-users from a large multinational, Global Contact Center and other LOB groups (Technology, Transition and Marketing);-Guarantee high quality and SLA's from desk side support (over last 8 years customer satisfaction is 90%-95%);-Desk Side support Team management;-Manages operational interface with internal IT Service Desk Customer (EDS, HP, ACS and ATOS), ensuring quality service to Customer user based;-Telecom support, usage reporting and cost analysis (200 mobiles and LAN/WAN devices);-Data Base Administration, Development and support (MS SQL Server);-IP Telephony Cisco Call Manager Administration and support (400 hard and SW devices);-Altitude Software Contact Center platform Administration;-Local applications support and development for several Internal Units;-Ensure effective customer requirements, development and deliver application in line with expectations;-IT focal point for BPO projects and IT external providers (e.g.: implementation of IT infrastructure for Customers); Effectively engages project team, providing comprehensive updates and executing successfully delivery of project;-EMEA group member for global IT projects (e.g.: Global PC Builds, PC Backup, ECM Center, PC Encryption, Equipment purchase, ..., etc). Tests, deploys output from global projects. Attends global weekly meetings to represent Portugal;-Internal Controls (ICMP) and ISRA process;-Identifies new IT needs and proposes solution; Show less -Recommends/designs structures and tools for systems which meet business needs. Delivers technical visualisation of proposed applications for approval by customer and execution by system developers/third party providers;-Develops and maintains specialist knowledge of database concepts, object and data modelling techniques and design principles and a detailed knowledge of database architectures, software and facilities. Analyses data requirements to establish, modify or maintain object/data models. Evaluates potential solutions, demonstrating, installing and commissioning selected products - (MS SQL Server, SSIS, SSRS);-Altitude Software Contact Center platform Administration and Development of Inbound, Outbound and IVR campaigns (used daily by 20 users from Cash Collection, Billing, Metered Reading, General Attendance pool);-Local applications support and development. Ensure effective customer requirements, development and deliver application in line with expectations;-Support internal printing and accounting solution, member of Go Green Project. Responsible to develop database component compatible with Equitrac, Q-Pilot and Cirato (awarded as a Top 5 Green IT project in Portugal), liaise with XP important costumers (banks, gas companies and governmental entity's). Go Green IT technical support and responsible for training of XP and partners field analysts;-Infrastructure and asset support to Xerox Portugal, Global Contact Center; Show less Data Base Administration and Development (SQL Server 2000, 2005 and 2008); -Query’s for Reporting in SQL -SQL Optimization -Develop Stored Procedures -Restore, Backup, Create and Re-index Databases -ETL tools (Data Transformation Services and Integration Services from SQL Server Business --Intelligence Development Studio) -Upgrade and Migrate SQL Server VersionEquitrac ConfigurationIP Telephony Cisco Call Manager AdministrationAltitude Software Contact Center platform Administration and Development -Develop scripts for Outbound, Inbound and Back office campaignsApplication development for several Business Units -VB -Excel and Access VBA Show less

  • Infrastructure, Telecom & Apps Coordinator

    Feb 2014 - Dec 2014

  • Systems & Applications Senior Analyst

    May 2010 - Jan 2014

  • Applications Support Analyst

    Nov 2007 - Apr 2010
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  Atos IT Solutions and Services A/S

  Jan 2015 - Sept 2016

  Senior IT Consultant and IT Project Manager

  -Plan, implement and maintain IT infrastructure, ensuring the necessary resources and expertise for its design, implementation, transition, operation and improvement;-Manage IT Infrastructure Projects considering scope, cost, schedule, resource allocation and quality, ensuring its successful completion;-Ensure the management of IT infrastructure in order to maintain the operability and guarantee the agreed service levels, following the best practices for IT service management (incident, problem, configuration, change, capacity, continuity, hardware rollouts and others);-Interact with the different business areas of the company and with the IT providers in order to ensure the alignment and optimization of the IT infrastructure with the business requirements, both in its initial implementation and in on-going operations;-IT Desk Side support Team management;-Manages operational interface with internal IT Service Desk Customer (EDS, HP, ACS and ATOS), ensuring quality service to Customer user based;-Ensure effective customer requirements, provide technical and functional documentation, development and deliver application in line with expectations;-Local applications support and development;-Telecom support, usage reporting and cost analysis;-Maintain systems integrity by ensuring required configuration management, backup and recovery, access management, and disaster recovery plans are in place and being followed;-Data Base Administration, Development and support;-Altitude Software Contact Center platform Administration;-IT procurement and contract management;-EMEA workgroup member for global IT projects, effectively engages project team representing Portugal, provide comprehensive updates and executes successfully the delivery of project;Internal Controls (ICMP) and ISRA process;-Identifies new IT needs and proposes solution, promote the technological evolution of the systems in order to protect investments and bring maximum value to the business; Show less

• 

  Novabase

  Sept 2016 - Sept 2017

  IT Project Manager

  -Be successful in the delivery of Infrastructures and Managed Services projects covering the following areas: Data-Centres, networks, communications, servers, storage, security, messaging, desktops, patching;-Act as an active member of one or more project teams supporting them in project management tasks such as scope, planning, reporting, reviews etc;-Responsable for producing and maintaining project plans & backlogs;-Define a quality plan that includes assurance activities and control the quality of deliverables in accordance with the framework Methodology (PMI based);-Perform risk analysis and plan mitigations;-Report on progress to line manager & stakeholders, escalating issues promptly and ensuring a high level of transparency;-Assist with driving projects through to completion escalating issues and solving blockers;-Support the Infrastructure management team by ensuring the Infrastructure components of the Programme Plan & status reports are up to date;-Work with other Project Managers across Technology to define and embed a common project and Programme management approach across the department;-Assist Management on engagement with Sales, Pre-Sales, IT support teams, Systems and third party suppliers;-Collaborate effectively with other teams when delivering cross-business team, cross-technology team solutions;-Focused on delivering value to the business with relentless efforts to improve process;-Self-organised with the ability to effectively manage time across multiple projects and with competing business demands and priorities;-Set objectives, benefits, handle project budget and ensure cost effectiveness;-Definition of standards and procedures (terms of liability, confidentiality, property, ..., etc);-Team management on project lifecycle; Show less

• 

  Axians

  Jan 2017 - now

  -Be the focal point for the customer’s every need and be a relied advisor with customers by deeply understanding their business and aligning their needs with our services;-Understand and provide knowledge of the AXIANS services and products, including configuration, infrastructure, best practices, and functionality;-Be proactive by looking at usage and drive Cloud adoption, whilst maintaining a professional and emphatic approach;-Develop the relationship with the customer through ongoing communication and periodic meetings including service and business reviews;-Track & monitor customer status, identify areas of concern and pursue growth and upsell opportunities;-Act as customer advocate internally while effectively collaborating with internal teams including sales, finance, product management, operations, customer support and engineering to drive customer success;-Take ownership of escalated issues and see them through to resolution;-Provide feedback internally on process improvements to develop a better customer experience;-Able to articulate the company strategy and vision to Customers;-Manage P&L of projects; Show less -Measure project performance using appropriate tools and techniques in order to monitor the progress of the project and communicate to all stakeholders;-Monitor and control project work (Project Management, Stakeholder Management, Business Case,Risk Management, Managing Resources);-Manage a broad range of IT projects, within Government & Healthcare, Finance, Telco, Energy,Transportation and Industry;-Manage the projects through all relevant stages of the project lifecycle from inception through toclosure;-Prepare and maintain project documentation, project plans and track activities against the plans(Work Requests, Cost Estimates, Business Cases, Project Initiation Documents, Project Plans,Exception Reports, Change Requests, Project Closure Reports);-Produce and communicate clear and accurate progress reports for all projects in line with ITGovernance & Reporting Calendar;-Management of suppliers including both the commercial and contractual relationships;-Budget control and guarantee project margin; Show less

  • HO Customer Success Management

    Jan 2022 - now

  • Senior IT Project Manager

    Jan 2017 - Jan 2022