Experience

Digital Marketing Institute

• Ireland
• Higher Education
• 700 & Above Employee

• Senior IT & Compliance Manager

  • Jan 2023 - Present

• IT Service Manager

  • Dec 2015 - Jan 2023

  § Consolidated ticketing systems, improving communication and ticket turnover rate by 17%.§ Scaled IT operations to attend the fast company growth, managed and implemented IT requirements for company expansion to new branch offices on three different continents.§ Successfully managed multiples vendors and third part suppliers ensuring the delivery of the agreed IT SLA’s.§ Insured compliance with European and international regulations by lead GDPR and ISO 27001 implementation project, executing critical risk analysis, business impact assessment, continuity and disaster recovery management plans while addressing security and business continuity concerns by developing policies, procedures and training.§ Successfully built a scalable and security IT infrastructure able to support all communication and data transfers between all branch offices and clients using virtualization, VoIP, vpn and cloud applications. Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Backup Coach

  • Sep 2015 - Nov 2015

  § Qualified all new and existing tier 1 technical support analysts by monitoring, training, and coaching.§ Identified, analysed and resolved problems with 94% First Call Resolution. SLA 100% length in closing / escalate a ticket in the maximum time of 15 minutes.§ Improved ticket resolution time through the development of technical documentation.

• Technical Support Analyst

  • Mar 2015 - Sep 2015

  § Identified, analysed and resolved problems with 94% First Call Resolution. SLA 100% length in closing / escalate a ticket in the maximum time of 15 minutes.§ Diagnosed hardware and software issues in application and customer's PC's with a overall customer satisfaction of 90%.



Silver lions security and fire prevention LTD

• County Mayo, Ireland

• Security Manager

  • Mar 2012 - Jan 2015

  § Improved efficiency of procedures by reviewing and updating policies resulting in zero equipment loss. § Implemented a strategic planning process which enabled the Physical Security Unit to identify long-term goals and set objectives to achieve them. § Maintained operational metrics and provide regular performance reports. § Managed and trained new security staff to complain with security process and procedures. § Improved efficiency of procedures by reviewing and updating policies resulting in zero equipment loss. § Implemented a strategic planning process which enabled the Physical Security Unit to identify long-term goals and set objectives to achieve them. § Maintained operational metrics and provide regular performance reports. § Managed and trained new security staff to complain with security process and procedures.



CNBB

• IT Project Manager

  • Jul 2010 - Aug 2012

  § Advised upper management in the choice of technologies used for the development of the communication portal. § Communicated and coordinated project employees, meeting all project deadlines. § Budgeted all the development effectively, saving BRL $2,500 in development cost. § Advised upper management in the choice of technologies used for the development of the communication portal. § Communicated and coordinated project employees, meeting all project deadlines. § Budgeted all the development effectively, saving BRL $2,500 in development cost.



B2Br

• Brazil
• IT Services and IT Consulting
• 100 - 200 Employee

• System analyst - product controller

  • May 2008 - Oct 2009

  § Automated 10 daily tasks through shell script resulting in 25 hours workforce savings per week. § Mentoring others members of the team on automation tasks. § Worked as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems. § Automated 10 daily tasks through shell script resulting in 25 hours workforce savings per week. § Mentoring others members of the team on automation tasks. § Worked as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems.



SEBRAE

• Business Consulting and Services
• 700 & Above Employee

• Consultant SEBRAE

  • Jul 2008 - Nov 2008

  Instructor of the following courses with a focus on micro and small entrepreneurs: Training of the sales price in cash in industry and commerce; control box; control accounts payable and receivable. Creating the lesson plan, preparation of teaching materials, preparation of syllabus. Instructor of the following courses with a focus on micro and small entrepreneurs: Training of the sales price in cash in industry and commerce; control box; control accounts payable and receivable. Creating the lesson plan, preparation of teaching materials, preparation of syllabus.



Politec

• Brazil
• IT Services and IT Consulting
• 400 - 500 Employee

• Administrator Domain Windows

  • Sep 2008 - Oct 2008

  Windows Network Configuration, monitoring all Telecom network and self-service terminal. XP and 2000 operating systems. Configuring Proxy, wireless network. Monitoring Services Database, Intranet, Internet, network MAN. Windows Network Configuration, monitoring all Telecom network and self-service terminal. XP and 2000 operating systems. Configuring Proxy, wireless network. Monitoring Services Database, Intranet, Internet, network MAN.



FASTHELP INFORMATICA

• Systems analyst

  • Feb 2006 - May 2008

  § Designed and configured corporate Network systems including computer hardware, networking so ware, printers, operating system so ware and all other related applications and peripheries utilizing latest Microsoft technologies. § Identified, analysed and resolved problems on client site. Log and tracked all phone and email request and issues through Remedy. § Designed and configured corporate Network systems including computer hardware, networking so ware, printers, operating system so ware and all other related applications and peripheries utilizing latest Microsoft technologies. § Identified, analysed and resolved problems on client site. Log and tracked all phone and email request and issues through Remedy.