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Experience

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  Virtual

  Jan 1999 - Jan 2000

  Computer Science Technician (Software and the Hardware)

  • Analysis, reporting and repair of computer equipment.• Hardware / Software (Several OSs) configuration and administration on Computer IT

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  Câmara Municipal de Lisboa

  Jan 2003 - Jan 2004

  Electric and Telecommunications engineer in Department of Construction and Conservation of Electric

  • Developed electric and telecommunications installations projects working with AutoCAD and dimensioning networks (electric, structured, telephones, optic fiber).

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  Siemens

  May 2004 - Apr 2007

  • Supported corporate clients from the telecommunications sector, in different countries, remotely and onsite.• Strongly performed tier 3 support case handling for TNMS Project - network management systems, increasing customer satisfaction by solving reported issues within the agreed SLA’s. Developed customer orientation, time management and priority setting. • Diversified training on different optical transport Network (OTN, SDH, WDM, Ethernet / Fiber Channel) projects. • System Tester on the APM (Advanced Provisioning Management) project for a lead German corporate customer (Deutsche Telekom) within the telecommunications sector. Acquired knowledge of ATM optic fiber network management access and/or core.• Diversified training according to different projects.

  • National Care Center (NCC) Service Engineer within Information & Communications

    Apr 2005 - Apr 2007

  • System Tester in Network Management team within Information & Communications

    May 2004 - Apr 2005
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  Nokia Siemens Networks

  Apr 2007 - May 2013

  • Improved software correction delivery within customer contracted SLA's by successfully managing it together with maintenance programs for all Coriant network management system products. Acquired operation, organization and strategic skills by improving Software update planning, with regular updates and communication of software roadmaps and providing deliveries within agreed milestones.• Increased AT&T corporate customer satisfaction by leading a team of technical support engineers to provide specific case handling and fault report coordination. Gained new customer focus, team building and leadership skills by successfully setting priorities, distributing tasks and providing customer answers within agreed times while keeping the team motivated.• Won the "Technical support best expert of 2Q08" and "License to use your brain 2008" awards, for implementing a new tool, which improved services daily work and decreased time for solving customer cases. Increased my knowledge on personal learning and development, motivating others and managing visions and purpose to colleagues within services multicultural teams and company.• Decreased technical support operational costs by dimensioning and implementing a new virtualization lab infrastructure (over 100 server lab using VMWARE Infrastructure). This increased team efficiency and reduced response times when answering to customer requests. Consolidated technical learning skills on SW / HW virtualization and lab optimization areas. Show less • Improved fault reporting and correction quality working with services multicultural team while coordinating all open customer faults for the supported network management product. Increased reporting, listening and Interpersonal skills by performing regular meetings with the team colleagues to go through all fault reports, accessing current status and agreeing on next steps.• Developed innovative ideas to improve product support serviceability (on NSN network management systems). Gained knowledge on strategic agility and innovation management by assessing which creative ideas and suggestions would work best, at the same time plan and operationalize some of these innovative ideas.• Diversified training on different Optical Transport Network (OTN, SDH, WDM, Ethernet / Fiber Channel, Packet) Projects. Show less

  • Business Manager (SW Maintenance) in Optical Networks, Customer Sales Support

    Apr 2007 - May 2013

  • Technical Support Service Engineer in Optical Networks, Customer Sales Support

    Apr 2007 - May 2008
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  Coriant, Inc.

  May 2013 - Mar 2017

  • Decreased case response times to Coriant Lead Telecommunications Customers, like Centurylink, Frontier, and NBN Co Australia, by improving the Incident management for these customers; consolidated skills on conflict management, decision quality and problem solving, required for solving difficult problems with effective solutions; appropriately incorporating multiple inputs to establish shared ownership and effective action.• Finalized and established the overall company software delivery process for all network management systems to be provided towards all Coriant customers through Salesforce CRM, by setting a clear and simple process, agreed by all involved teams (R&D, technical support and sales). Consolidated skills in planning and managing through processes and systems.• Improved the service quote request quality for network management systems, by developing a process between Technical Support and professional services to quickly answer to for network management system sales requests, like, updates, upgrades, migrations, integrations, reporting and consolidation service offers to Coriant customers. Consolidated process management skills. Show less • Created and enhanced Coriant network management systems (TNMS, INM and SDN) professional services portfolio, increasing the number of services available to be offered to Coriant corporate customers. Developed creativity, and Intellectual acumen skills as well as strategic agility and innovation management.• Developed and updated a process to extend existing pipeline to include new network management system, increasing the visibility of the services offered. Improved my knowledges in managing through processes and systems by simplifying complex processes with less costs and less maintenance management effort.• Increased the number of service offers for network management system services by implementing a process to make sure all TNMS / SDN product quotes include proper services offerings, working with commercial managers, account managers and customer service managers. Acquired strong knowledges in organization agility, planning, presentation and drive for results skills, by implementing new sales and support teams communications & training, which helped them to improve service delivery on new RFI / RFPs, quotes, customer presentations and customer visits. Show less • Improved maintenance quality results by consolidating the process for fault report correction prioritization according to quality standards, services OLA and customer SLA's. Established decision quality and problem solving, priority setting and planning skills by moving ahead with this process through all company.• Improved sales and customer satisfaction by creating and regularly updating maintenance documentation and roadmaps. Consolidated presentation, written communication and customer focus skills through continuous content creation and sharing it through the company, always taking into consideration customer interests and requests.• Integrated a multicultural team of specialists responsible to improve and deploy a new global services and sales CRM Tool (Salesforce) capable of managing all customer related requests, contracts, opportunities and deliveries. Gained advanced administrative skills in CRM Salesforce and at same time had a much better awareness about wide scale project planning and management.• Guided maintenance programs and teams through all maintenance release processes in order to deliver prioritized software corrections within the agreed milestones. Consolidated project management skills and successfully met customer delivery dates, increasing customer satisfaction. Show less

  • Business Manager (Principal Consultant) in Global Service Technical Operations (GSTO)

    Jul 2016 - Mar 2017

  • Professional Services Business Manager (ProdM) in Service Operations

    Jun 2014 - Jun 2016

  • Business Manager (SW Maintenance) in Global Service Technical Operations

    May 2013 - Jun 2014
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  TechnoElige

  Jan 2014 - May 2018

  Founder

  • Engaged with several customers to deliver Telecommunications and IT consulting • Provided complete solutions of Web Site Creation and Web Design for small businesses• Productivity Mobile Application development• Created customized training in IT and technology for private customers

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  Nokia

  May 2017 - Oct 2018

  Project Leader in ION Services

  Responsible for end to end project management of the assigned orders including tracking order progress, coordinating site installation and network change activities as well as coordinating internal and external teams to deliver service in a timely manner.Very focused on delivering an excellent customer service working on own initiative with limited supervision and with high level of accuracy, problem solving approach and attention to detail. Experienced and individual delivering of very complex work orders, assisting and mentoring Junior Project Leaders. Show less

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  Siemens

  Oct 2018 - now

  As IT Service Group Manager & Global Outbound Connectivity Lead (e.g. Internet Services), I manage Global end-to-end IT services together with my Leadership IT service team members, maximizing the value of the services by efficiently delivering and continuously improving them to user/customer requirements.•Implementing guidelines and processes regarding the service group-specific IT strategy and service group portfolio management. •Ensuring efficient interaction and leveraging synergies between the services he is responsible for (service group). •Participating in decision-making for the value center head in respect of the service portfolio strategy (e.g., the takeover of new services, phase out or merge of existing services) for his service group. •Reporting to IT IN Connectivity Value Center Head. Show less Service Lifecycle Management for specific worldwide Network related Corporate Services:•Change & Capacity Management of Bandwidth Control Module for the entire scope of all SNX locations worldwide•Regionalization of Bandwidth Control Module Rules•Management of individual site Bandwidth Controls or temporary rules on specific request•Technical Expert support to Global Service Manager and ISEC for the 3 modules•Second Level support for tickets logged in FITS (ServiceNow)•Interfacing, Service Improvement and continuous adjustments with ISEC for Modules Sandboxing and Advanced Firewall•SLA Management for all 3 modules•Adjusting and adapting all modules rules to the fast changing environment due to implementation of SD-WAN and ClientZone Show less

  • IT Service Group Manager & Global Outbound Connectivity Lead

    Apr 2021 - now

  • IT Service Owner & Service Team Lead

    Feb 2020 - Apr 2021

  • Service Manager

    Oct 2018 - Feb 2020