Bruno Stuart-Torrie

Experience

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  Chipidea

  Jun 2001 - May 2005

  System Administrator

  Install and manage servers under Linux and Solaris technology and Microsoft/Linux workstations (network with 100 users located in Lisbon and Porto) and others located abroad (Poland, UK, Macau) each with 30 users);Support roaming users (USA, UK);Enforce and control IT security policies at all Chipidea sites;Create and manage documention for ISO 9000 certification (Information systems), ensuring that the procedures established are followed;Contact and negotiation with hardware and software suppliers. Show less

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  Oney Portugal

  May 2005 - Dec 2014

  IT and Organization Manager

  As IT ManagerManage internal and outsourcing teams.;Responsible for Help Desk service with over 200 local users and 40 stores distributed nationwide (24/7);Design and management of web, file system, DNS, DHCP, SQL, ISA, Microsoft servers; Firewall and VPN Cisco; Mail and Backup IBM technology – Domino and Tivoli, respectively;Design and management of communication voice (landline and mobile) and data systems (ex. SMS, IVR) for a Call Center (120 users), several stores a business partners (ex: Auchan, Decathlon, Leroy Merlin) in Portugal and abroad;Create and manage budget with hardware, software, communication needs, selecting suppliers, negotiate and manage contracts.;Create documents and processes for the IT structure (includes reporting/KPI´s of the ongoing activity);Active member of the team responsible for the Disaster Recovery, implementation and control; Participant on the identification, analysis and classification of operational risks, under the certification of Basel II;Assume the role of operational risk correspondent and member of the emergency committee.As Project ManagerManage a team, whose responsibility is the business core application (manage product, client life cycle, state and control of credit, online payment);Manage the development of a online payment system project;Create and manage budget with ongoing and future development needs;Manage the development of an interface between SIBS and the entity that manages “real time” payments and a communication platform as an interface for different channels (ex: webservices);Research technology, supplier selection, implementation and project management of an automated call management system (IVR);Research technology, supplier selection, manage internal needs/requests for a CRM project;Study and implement a complete Disaster Recovery solution with business plan, for Oney´s Information System;Responsible for implementing e-learning system. Show less

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  AMPLEXOR International

  Jan 2015 - Oct 2017

  -Manage 3 teams: Datacenter & Networking; Database & Middleware; BackOffice Operations, based in 8 different countries in 3 continents.-Ensure IT Operations services are delivered to meet business needs, in 23 countries, from America, Europe to Asia, meaning that Operations offer follow the sun second level support to the business. Using different architecture and technologies, such as internal/cloud Datacenter, MPLS/VPN, Platform and Software as a service.-Manage projects that involve IT resources.-Plan and Manage, SLA/OLA, with IT business partners and Business stakeholders.- Define Roadmap for the IT Operations.- Identify and Implement improvements on IT Operations Architecture-Ensure Security and Business Continuity Plans meet business requirements.-Provide IT Operations Reporting to the IT VP and Board of Directors.-Ensure IT Operations Budget is issued and managed within agreed targets. Show less The ICT organization globally supports different business units in all Information and Communication Technology (ICT) areas by delivering and operating the necessary systems and technology. Acting as a business partner to internal customers being the single point of contact for the assigned service portfolio and reporting directly to the group ICT Director.Main Responsibilities are:- Manage the life cycle of the assigned ICT service portfolio- Ensure the availability of the assigned IT services and fulfillment of the defined service objectives - regardless of where the underpinning technology, processes or capabilities reside and for meeting allocated service objectives- Represent the assigned IT services to customers (internal and external as "Single Point of Contact - SPOC") and advise on the available standards, methods, tools and applications- Determine the service attributes (e.g. availability, performance, etc.) and negotiate SLAs and OLAs- Ensure the assigned services meet agreed requirements by capturing and monitoring baseline and performance data- Work together with Business Owners and Suppliers on service improvement projects and coordinates the Continual Service Improvement (CSI) by monitoring CSI activities and achievements- Provide leadership by developing business cases, strategies and schedules for IT services- Perform service cost management activities and evaluate work to time, cost and quality targets- Instill a business/market focus and encourage innovations Show less

  • Director IT Operations

    Oct 2016 - Oct 2017

  • ICT Service Manager (Business Partner)

    Jan 2015 - Sept 2016
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  Acolad group

  Oct 2017 - Dec 2022

  IT Applications and Support Director

  Manage Information Systems, Service Desk, IT Security, IT Service Managers and Business Administration teams, distributed over America, Europe and Asia.- Development and improvement of support strategies to meet company desired Road map.-Ensure IT Service Desk services are delivered to meet business needs, in 23 countries, from America, Europe to Asia, offering follow the sun first level support to the business. - Responsible to assure the proper tools and mechanisms for inventory and management of IT assets are in place- Manages the teams’ workforce balancing the IT project execution and the teams’ activities.- Taking additional initiative where necessary to create documented process improvements and solutions to complex problems given the advanced level of understanding of available technology.- Creating plans and providing hands on support during emergencies (act as Incident Manager, Single Point of Contact), outages, and service transitions. - Communicating plans and schedules to managers and clients to ensure smooth project progress and happy customers.- Define and Manage IT budget with regards to the Applications & support teams.- Define and Oversee SLA, monitor breaches and define action plans to mitigate any deviations.- Define policies and processes to be aligned with company standards and certifications. Show less

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  Brenntag

  Jan 2023 - now

  Ensure that all L1 & L2 staff (internal as well as outsourced) records, prioritizes and manage the lifecycle of incident and service requests as well as ensuring resource levels are always adequate to support the internal customers.· Provide strategic alignment across regions (Americas, EMEA and APAC) and assist with driving programs/tasks aligning to global standards.· Manage IT Service Desk team members, who will be responsible and accountable for L1/2 responsibilities (both onsite/remote) across regions.· Ensure proper Global ServiceDesk support organization for Brenntag, meeting expected SLA and target metrics.· Ensure staffing levels or external resources are adequate to support in line with expectations.· Ensure the implementation of SLAs, Information Technology Infrastructure Library (ITIL) standards and best practices.· Develop & maintain business relationships with stakeholders to ensure IT support performance is in line with expectations.· Work together with other IT leads, for best practice sharing and collaboration.· Work to set up proper support outside operating hours (follow the Sun), assets deployment, and SOP.· Act as a technical escalation point for IT Service Desk.· Acts as the senior point of contact for Global Service Desk issues and is accountable for the quality and delivery of technology support services.· Ensure all relevant metrics are visible to higher management. Participate in Steering Committees.· Escalate when/where needed; Communicate succinctly to end users and across teams.· Manage global procurement and budget as applicable to Global ServiceDesk area Show less

  • Senior Manager, Global IT Service Desk

    Jan 2023 - now

  • Senior Manager, EMEA IT Support

    Jan 2023 - May 2023