Paulo Dias

Experience

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  El Red

  Jan 2000 - Jan 2001

  Technician

  Created custom made solutions by customer request based on SuperMicro hardware and Linux and Windows softwareGood knowledge on patching and structure cabling

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  EDS

  Jan 2001 - Jan 2003

  Systems Administrator and Helpdesk

  Firstly located at the NOKIA account giving support to all users and structure Afterwards, responsible for all the IT at EDS headquarters andAlso for the Coca Cola and SKF client accountsHelped users setting up new equipments and existing in their place and also solvedTheir fixed/laptops software and hardware computer problemsConfigured users accounts and fixed phonesManaged users & server backupsMoved later to Galp headquarters providing helpdesk support

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  Logista Portugal

  Jan 2003 - Jan 2006

  Systems Administrator
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  Logista

  Feb 2003 - Oct 2006

  Systems Administrator

  Responsible for all the IT infrastructure - +500 pc’s, 30 servers in 8 different sitesAdministered and deployed an Exchange 2000 cluster to deliver and receive all the company e-mailsImplemented a Citrix Metaframe (later migrated to XP) structure in NLB configured to remotely run Navision 2.6 clients connected locally to a SQL Cluster running SQL 2000 and Navision databasesConfigured frame relay internet access shared though a Isa Server 2000 for all the companyActivated external VPN access trough the ISA and Cisco Pix firewallsCreated a monitoring plataform for all the server, local and remote routers with Mrtg & What’s up goldResponsible for choosing and buying all new computer equipment (Dell, Fujitsu Siemens,etc)Implement several other projects due to GM and IT Manager requests Show less

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  Microsoft

  Oct 2006 - now

  The Partner Technical Advisor (PTA) in Customer Service & Support will work in a team environment with suppliers to develop and implement best practices that emphasize Support excellence and provide for continuous improvements in meeting all customer requirements. The role is also responsible for ensuring that case management meets quality standards required to decrease time to resolution and maximize customer satisfaction whilst ensuring that procedures and processes are adhered to. The Partner Technical Advisor will also ensure full integration of supplier and internal teams to enable efficient collaboration and flawless customer support experience.This role is required to lead and guide critical escalations, by engaging with stakeholders in EG, Pod leads, TA´s, GetHelp team. In addition to that, the PTA, will work closely with Service Delivery Managers and Supplier Management on Business/People Updates, Readiness Needs, and quality improvements, etc.The Partner Technical Advisor needs to evangelize Customer Obsession and the Microsoft culture by ensuring high standards in the way that team works, acts and reacts. Show less The Support Escalation Engineer is a technical leader who solves technically complex problems for some of the world’s largest companies, as well as smaller companies on the leading edge of their industry. As a trusted advisor to IT Professionals and Developers has influence over a broad range of solutions that create business value for our customers.Uses advanced troubleshooting methods and tools to solve technically complex problems. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product lines. Also assists in the growth of other Engineers through mentoring, training scenarios and collaboration during problem solving. This will allow the freedom to broadly enable customer self-help by creating leveraged resources, automated self-help solutions, and sharing his expertise via social media. Show less The Premier Field Engineering (PFE) Team supports a diverse variety of technical solutions built with Microsoft technology and products. PFE provides technical leadership for Microsoft’s Premier customers around the world to promote health in their IT environments through onsite, remote and dedicated support services. As a part of the Customer Service and Support (CSS) organization, PFE partners with Commercial Technical Support and Enterprise Services to strengthen the Microsoft Services Field Engineering capability worldwide.Currently focused on System Center Configuration Manager and Portuguese Microsoft Premier CustomersI've delivered several workshops to Premier customers in portugal such as :- SCCM 2007 Troubleshooting- SCCM 2007 Operating system Deployment- SCCM 2012 Concepts and administration- SCCM 2012 Troubleshooting - SCCM 2012 Operating system DeploymentI'm also envolved in the development and creation of workshops and Premier Services such as System Center Configuration Manager Disaster Recovery and System Center Configuration Manager RaaS http://blogs.technet.com/b/askcore/archive/2014/02/10/rap-as-a-service-raas-from-microsoft-services-premier-support.aspx Show less

  • Partner Technical Advisor

    Mar 2020 - now

  • Support Escalation Engineer

    Jul 2018 - Mar 2020

  • Premier Field Engineer

    Mar 2011 - Jun 2018

  • Support Engineer

    Oct 2006 - Mar 2011
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  AT - Autoridade Tributária e Aduaneira

  Jan 2012 - Feb 2014

  Microsoft Dedicated Support Engineer

  Http://blogs.technet.com/b/mspremuk/archive/2011/02/01/dedicated-supportability-engineers-what-they-are-and-how-they-can-help-you.aspxWhat Is a DSE?A DSE is an experienced Microsoft engineer that engages deeply with your team to help you transform your IT. Our engineers ensure your systems are supportable, maintainable, optimized and that staff have the correct skills to support them. A DSE typically engages for a minimum of 3 months, is technology aligned and is an absolute subject matter expert in that technology. We're not your usual consultants: our goal is to empower your team to transform your IT and then sustain it themselves.- Migration from SMS 2003 to Configuration Manager to 2012 SP1 - Designed and implemented a CAS and 2 primary server’s architecture to support 12k workstations and 450 Distribution points Show less