Nelson Ferreira

Experience

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  Soares da Costa

  Jan 2000 - Jan 2004

  OHS Officer / IT Technical Contributor

  Identify potential hazards and develop strategies to prevent accidents and injuries in the construction site for largest construction company in Portugal.• Oversight, design and auditing of Occupational Health & Safety during the construction of 520 apartments in the Lisbon region.Key Achievements:• Achieved OHS targets, zero fatalities and compliance with regular external audits.• Conceptualized, designed, coded, marketed and rolled out an in-house application to manage subcontractor and staff documentation legal compliance across all subsidiaries and sites. Show less

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  Microsoft

  Jan 2004 - Mar 2023

  Design and guide customer IT health and cloud maturity through quality customer engagements and trusted advisor relationships.• Enabled Top Tier Microsoft customers across EMEA, with expertise in optimizing cloud services, managing cloud costs, TechOps, DevOps, Agile, Lean as part of modern ITSM capabilities.• Lead strategic planning with C-level executives though strategic reviews, design and implementation of cloud adoption frameworks and modern operational best practices.Key Achievements:• Performed IT Risk/Optimization assessments aligned to industry standards (ISO/IEC20k, 27k, 9001) & frameworks (COBIT, ITIL, TOGAF & MOF) for systems, processes & structures to enhance the operational effectiveness & achieve the identified cost savings & tangible results.• Authored Microsoft workshops; “Governance for Artificial Intelligence” and “Cloud Service Management Strategic Review”. Released workshop at a global scale, cross-training peers, resulting in new business and large contract upsells.• Designed and successfully implemented multi-cloud best practices at major clients as part of cloud operating models following CAF, WAF, DevOps, Agile, Industry best practices. Show less The primary point of contact between Microsoft and Daman National Health, ensuring defined IT strategy, best possible service, bridging between Microsoft and the client.• Defined 5-year strategic plan together with key stakeholders at Daman National Insurance Company in Abu Dhabi.Key Achievements:• Successfully secured upsell of 1 million-dollar Microsoft Premier accounts.• Program management oversight for rollout of Office 365, Forefront Identity Manager, Application Lifecycle Management and Centralized Monitoring Dashboards for Daman National Health. Show less IT Service Management Field Engineer Delivering value through customer engagements, knowledge transfers and side by side assistance to Microsoft Premier & Microsoft Mission Critical customers.• Delivered workshops and operational support in the area of Modern IT Service Management to mission critical Microsoft Tier 1 customers across EMEA.• Advisor to the CIO & group COO of “SEHA”, (Abu Dhabi’s National Health Service) during a period of 4 years. • Worked closely with Microsoft M1 and M2 level managers across EMEA on internal Microsoft programs of work. Key Achievements:• Successfully architected the IT centralization of 14 independent SEHA hospital’s IT services into 1 central managed service portfolio. Including processes design, automation, re-structuring of IT roles & responsibilities across entities.• Spearheaded a global Microsoft business process change program to improve Premier sales cycles, leading to 25% (230 million-dollar) increase in DSE (Designated Support Engineering) opportunities and improved profit margins for Microsoft. Show less Lighthouse project between Government of Oman and Microsoft Gulf. Implementation of Information Authority of Oman’s “Innovation and Support Center” government entity.• People manager for team of 5 Government IT support engineers and consultants during a 4 Year joint venture project between Microsoft and the government of Oman. • Maximized service desk team results though hiring, performance monitoring, 1:1 coaching, calibration and management of daily support center activities.Key Achievements:• Successfully adapted across dynamic role spanning; technical, people manager and operations manager functions. Factoring in business processes implementation, employee mentoring and customer demands.• Successful launch of the Government “Innovation and Support Center”, in operation still today and running based on the original business model. Show less Remote technical support services for UK and WE Microsoft Premier customers, including tech lead activities for the Microsoft support center.• Escalation point for Western Europe customer incidents, conducting case reviews, preparing quality assurance reports, tracking team KPIs, and ensuring team technical readiness. • Contributed to the successful preparation of Microsoft's GTSC support center in Bangalore by conducting onsite visits, providing mentorship, and assisting with case triage.• Technical Lead for several technical domains: Active Directory, Windows Server and Security.Key Achievements:• Consistent high customer satisfaction and operational KPIs results.• Exponential 9 x growth of Microsoft Portugal support centre. Show less

  • Senior Cloud Service Management Architect

    Jan 2020 - Mar 2023

  • Technical Account Manager

    Jan 2019 - Jan 2020

  • IT Service Management Field Engineer

    Jan 2011 - Jan 2019

  • Microsoft Premier Technical Field Engineer

    Jan 2007 - Jan 2011

  • GTSC (Global Technical Support Center) Support Team Lead

    Jan 2004 - Jan 2007
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  Siemens AG

  Jun 2023 - now

  Cloud Security Service Manager

  CNAPP Security Service Manager at Siemen's Cloud Center of Excellence, IT Service Management of cloud-native central security/configuration monitoring across Siemens multi-cloud infrastructure. With a robust background in cloud service management, I oversee and optimize monitoring and reporting of security and misconfigurations across Google Cloud Platform (GCP), Amazon Web Services (AWS) and Microsoft Azure, covering US, EMEA and China regions.My role revolves around guaranteeing the resilience and integrity of multi-cloud security and configuration, while proactively identifying service optimization based on ITIL, DevOps, Agile and Microsoft WAF. I collaborate with cross-functional teams to implement strategies, compliance measures, and service optimization solutions that align with Siemens' industry-leading standards. Show less