Bruno Clemente

Experience

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  Heska Portuguesa printing industry, SA

  Jan 1998 - Jul 1998

  Typography Helper

  As assistant to the typography had the following functions:Preparing Machines, Inks placement, placement of printing plates.Evaluation of printing plates, reporting errors.Print Weekly Newspapers, magazines and all sorts of great Flyer commercial surfaces.The Heska Portuguesa - Typographical Industries SA, a leading national printers, after consulting various solutions available in the domestic and international, has decided to award the SISTRADE the implementation of integrated business management Sistrade ® Print.The Heska Portuguesa has rotary printing machines, flat, and is able to make most types of graphic work, including commercial work such as magazines and brochures. Show less

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  Portugal Telecom

  Jan 1999 - Jan 2009

  To lead, develop and motivate a team of 16 Service Desk analysts, to meet agreed service levels and provide exceptional levels of customer satisfaction.Support a population of 28.000 users and 300 computer applicationsConduct meetings with outsourced Service Delivery Team to discuss operations, quality and service issues and attainment of Key Performance Indicators.Reaching 90 % of first call resolution Represent Global Service Desk for all End Users and Resolver Groups.Ensure all escalations and complaints are dealt with promptly and efficiently and take ownership through to completion.Ensure staff has received sufficient training, enabling them to demonstrate exceptional levels of customer service and a high degree of technical knowledge. To complete regular one-to-one performance reviews and annual appraisal reviews. Identify and address any initial issues in connection with Absence Management, Capability, disciplinary, Identify and address any skills gaps with effective team mentoring, cross skilling, internal training.To report any issues, either people or process related, to the Service Desk Manager for review Responsible for all recruitment process for new service desk staff by defining the desired profile and conducting all interviewsEnsure staffing levels are maintained during operational hours by adjusting shift patterns to allow for holidays, sickness etc Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents To provide Incident and Major Incident Management as part of Service Delivery, ensuring communication back to the customer and the Service Desk analysts Coordinates activities for High and Critical Incidents, acting as primary point of contact with the client in all matters relating to the IncidentInvestigate the causes of the incidents, but also find definitive resolutions.Act as primary point of contact for all major changes Show less Incident Resolution.Responsible for operations to restore as soon as possible to minimize the impact on business operations and maintain levels of guaranteed quality of service and availability in accordance with the defined SLA services.Responsible for establishing normal service as soon as possible to minimize the impact of incidents in the company. Ensure that incidents and requests are dealt with consistently and that nothing has been lost or forgotten. Allocate the appropriate number of resources where they are most needed and reduce the number of adverse events.Setting the priority for an incident with the impact and urgency but also the priority associated with ALSIncident management to minimize the effects on the business and prevent the onset anticipating a predictive / proactive corrective action.Make functional and hierarchical EscalateAct as primary point of contact at all bridges and coordinate all response teams in resolving the incidentAct as primary point of contact with the client in all matters relating to an IncidentProperly and promptly treat an incidentSeek a resolution with the client in order to reach satisfactory outcomeDiscuss with client unacceptable approaches in incident resolutionsInvestigate the causes of the incidents, but also to find definitive resolutions.Documenting these resolutions to avoid new IncidentsAct as primary point of contact for all Major changes Show less Operational Unit that aims to contribute to the quality of service through the implementation of tests to ensure a quality software with and in accordance with the requirements of the customer. Activities linked to function: Implementation of Batchs UNIX; Simulation files from ADSL, SPC; Simulation files from ARICS; Simulation of files to answer ARICS and TMN; Simulation of files Prestigie EN; Creation of Requests in Sirel Validation in Sintra Allocation Network Access Module; Find / Captive Network Access; Captive Switching Equipment; Development and Integration of requisitions in SIREL, SARIN Requests Review of passing them by the network until the state of met / completed. Development and implementation of new solutions in the area of tests (Manual) Update of documents for review of cases of tests. Participation in the certification of products Using the tool Remedy, to report any errors (tickets) in the implementation of tests Show less

  • Service Desk Lead

    Jan 2004 - Jan 2009

  • Incident Manager

    Jan 2002 - Jan 2004

  • Software Consultant

    Jan 1999 - Jan 2002
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  Portugal Telecom

  Feb 2009 - Jun 2012

  Coordinate and manage internal and external parties to deliver the solution within the required time-line for the client Identifying technology requirements and functionalityFacilitate issue resolution, training, related to the client implementation Monitoring progress and tracking the project to a time-line and budget Ensuring the project's overall objectives and specific outcomes are metEnsuring the most efficient resources are used and program staff and Partner liaisons have the required resources by acting as responsible for all recruitment processResolve any operational issues and implement interventions to minimize any delays and escalate to management as needed.Assist in identifying further revenue opportunities through the life cycle of the implementation Track project deliverables using appropriate toolsProvide support to team colleagues as required Present reports defining project progress, problems and solutionsIdentify and participate in process improvement initiatives to enhance client experience Project evaluations and assessment of results Show less Main objective of forming Tic's (Teachers) and prepare them for technology reform to occur in schools of primary and secondary education.1st phase of training given to 524 Tic's2nd phase of training given to 615 Tic'sTraining in management and installation of edgeBOXThe edgeBOX will be used as an authentication server in schools- DHCP- DNS- Radius- VoIP- SNMP- Etc.Training to manage users and user profiles integration with Active DirectoryTraining in user authentication via 802.1x Show less

  • Project Manager

    Jan 2010 - Jun 2012

  • Technical Training Coordinator

    Feb 2009 - Jan 2010
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  CN

  Aug 2012 - Jul 2013

  IT End User Analyst

  IT User AnalystCN - North America's Railway - Transportation Services – Canada, Montreal• Advanced technical support for all computing issues• Ownership of incident creation, resolution and closure.• Utilize current problem and knowledge management software in accordance with standard operating procedures to track inbound calls, e-mails and service requests.• Work with IT team to proactively identify problems and facilitate resolutions.• Gathering, analyzing, reviewing, categorizing and overseeing ticket assignmentsfor technical support, insuring referral to appropriate level of services.• Escalating/assigning work appropriately.• Install and configure workstations based on company needs and requirements.• Setting up new users' accounts and profiles and dealing with password issues.• Prioritizing and managing many open cases at one time.• Run diagnostic programs to resolve problems.• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.. Show less

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  CGI

  Sept 2013 - Dec 2015

  Manage and supervise a team of 9 technicians, ensuring efficient operations and task delegation.Provide support to a customer base of 100 clients and 30,000 servers.Define work processes and management methods, establishing clear rules and principles.Set objectives and targets for the team to align with organizational goals.Analyze new project activities to identify opportunities for improving service quality.Delegate tasks based on team strengths and organizational needs.Schedule and facilitate team meetings to ensure effective collaboration.Maximize team potential by fostering a supportive and trust-based work environment.Manage the rotation of on-call pager duties.Oversee and manage high and critical incidents to ensure timely resolution.Prioritize incidents based on urgency, with adherence to SLAs.Proactively manage incidents to minimize business impact and prevent recurrence through corrective actions.Escalate incidents as needed, either functionally or hierarchically, depending on complexity or impact.Act as the primary point of contact with clients for high and critical incidents.Investigate the causes of incidents and implement permanent resolutions.Document incident resolutions to prevent recurrence.Collaborate with clients to achieve satisfactory outcomes and address unacceptable resolution methods.Serve as the primary point of contact for major organizational changes.Write and present reports to senior management and clients on incident resolution and performance metrics. Show less Support a population of 100 customers and more than 30,000 servers providing Monitoring/SchedulingResponding to alerts and incidents as needed;Provide monitoring infrastructure support with multiple environments;According to criteria established by the delivery team, proceed with the implementation of monitoring profiles and proceed with the adjustments of monitoring profile configuration;Provide a fast resolution of different monitoring issues, technology matters and at the requests of the user;Supervise the output, refine and manage the processes and procedures of the monitoring;Follow the processes and interact with several ticketing systems;Follow the Change Management process. Proving data collection analysis.Respond and resolve infrastructure incidentsMonitoring tools;BMC Patrol suite from BMC SCOM 2007 & 2012,Tivoli, NETIQ, Smarts, BladeLogic, Remedy, ITSM, SQL, Asset Management, Problem & Incident Management, Service Request Management; Show less

  • Network Team Leader

    Feb 2014 - Dec 2015

  • Network Administrator

    Sept 2013 - Jan 2014
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  Nestlé Nespresso SA

  Dec 2015 - now

  Key Achievements:• Led Service Delivery for Nespresso Canada and US, overseeing 92 sites in North America and ensuring seamless IT operations for all regions.• Improved Service Efficiency by refining service delivery processes, resulting in a 20% reduction in incident resolution times.• Cost Reduction: Developed cost-minimizing strategies for service delivery, which reduced operational costs by 20% without compromising quality.• Cross-functional Collaboration: Worked with internal and external teams to ensure services met evolving business needs and stakeholder expectations, improving overall client satisfaction.• Incident Management: Oversaw critical incident resolution, coordinated with stakeholders, and performed post-incident reviews to identify areas for improvement and prevent future disruptions.Responsibilities:• Oversee service delivery and ensure IT services align with business requirements for both Nespresso Canada and US.• Collaborate with key business stakeholders to address issues, improve services, and meet strategic goals.• Manage critical incidents, acting as a point of escalation and ensuring prompt resolution.• Lead the development and implementation of new service delivery strategies to enhance operational efficiency and profitability.• Regularly assess customer feedback to inform and adjust service improvement initiatives.. Show less Manage IT Filed Services Team, Integrating and deploying projects, ensure smooth processing of Service Requests by managing client expectations.Providing Nespresso Canada HQ and 37 sites across CanadaSupporting the Nespresso US HQ in New York and 47 sites across USPrimary focus:- Ensure that the IT teams operate efficiently and are effectively in line with Nespresso HQ and Nestlé LGO on new deployments and new technologies in the market.- Market compliance and security KPI's - Design, develop and implement policies and procedures while maintaining a high level of security in compliance with IT industry best practice.- Knowledge of rapid growth markets, including networking, software development, data storage, cloud computing and mobile and wireless technologies.- Coordinate IT staffing, including hiring, overseeing supervision, scheduling, coaching and professional development (including performance appraisals).- Negotiate and approve technology vendor(s), outsourcing, and consultant contracts and service agreements.- Elaboration of departmental IT budget forecasts.- Operational IT planning including project planning and the allocation of people and resources.- Support Team Supervisor to maintain team integrity and cohesion.- Development and management of the Service Desk metrics and Key Performance Indicators(KPIs),Manage performance reviews with internal and external stakeholders and improvement initiatives.- eProcurement - Responsible to manage requisition/ creation for market purchase order (PO)- Overseeing incident resolution and escalation, for continuous improvement and improving the effectiveness of the customer service concerning infrastructure, telephony system, Point of Sale (POS) technology, desktops, laptops, network, wireless, mobility, and - associated technology. - Plan and implement IT infrastructure for boutique openings, upgrades and moves (WAN, MPLS, LAN, Telecom, Firewalls, Switches, Routers, AP, POS, Printers) Show less My role as an IT Security and Compliance Expert at Nespresso Canada involved several key responsibilities:Execution of Cyber Security Tasks: Ensured the effective execution of Cyber Security and Compliance tasks at Nespresso Canada, including managing security task assignments to address and eliminate potential threats and vulnerabilities.Compliance with Nestlé Security Strategy and Program: Responsible for ensuring Nespresso Canada adhered to Nestlé’s Security Strategy and Program. This involved implementing necessary security measures, conducting regular risk assessments, and preparing compliance exercises for the market.Collaboration with the CRC Team: Worked closely with the CRC team and the market to ensure compliance with PCI DSS standards, particularly in the handling of sensitive customer payment information.Over the course of my 6 years in this role, my responsibilities were aligned with Nestlé's commitment to providing a secure work environment and complying with internal rules, including the Nestlé Corporate Business Principles, the Nestlé Code of Business Conduct, and the Nestlé Management and Leadership Principles. Show less

  • Information Technology Service Delivery Manager

    Jan 2022 - now

  • Client Support Lead at Nestlé Nespresso Canada

    Dec 2015 - Dec 2021

  • IT Security and Compliance Expert

    Dec 2015 - Dec 2021