Sara Ferreira

Sara Ferreira IT Support Team Leader at Southbank-IT- Summary Experienced Information Technology Support Manager with a demonstrated history of working in the information technology and services industry. Skilled in Server Management, networking, Desktop management and more. Strong information technology professional with a Languages focused in English, Italian, Portuguese and Spanish. Experience IT Support Team Leader at Southbank-IT October 2016 - Present * Manage the Service Desk team (1st and 2nd Line), ensure processing of incoming calls to the Helpdesk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues * Identify improvement opportunities and work with the Service Delivery Manager to implement programs that enhance Helpdesk operations, client satisfaction with IT and overall usage of firm technology products and services * Inform the Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales * Monitor calls/interactions of Helpdesk staff including ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately * Act as the communications lead following an agreed major incident procedure * Coordinate daily schedules of Helpdesk staff to ensure adequate resourcing and coverage for all hours of operations * Monitor and audit the Service Desk tool, VSM, across ticket types to ensure that response time commitments are met within agreed upon timelines * Monitor the effectiveness of the ITSM processes and make recommendations for improvement through the use of metrics and KPIs * Perform technical support functions via phone, remote connection and desk side visits * Administer IT asset inventories, ensuring records are kept fully up to date Produce and maintain technical documentation and articles for the knowledge base * Work on projects as required IT Service Desk Manager (Temp Role) at PrivatAir August 2016 - September 2016 (1 month) Page 1 * Manage the Service Desk team - ensure processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues * Identify improvement opportunities and work with the IT Manager to implement programs that enhance Service Desk operations, client satisfaction with IT and overall usage of firm technology products and services * Inform the IT Manager of any escalating support issues in order that they may be resolved within reasonable time scales * Monitor calls/interactions of Service Desk staff including ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately * Act as the communications lead following an agreed major incident procedure * Coordinate daily schedules of Service Desk staff to ensure adequate resourcing and coverage for all hours of operations * Monitor and audit the Service Desk tool, across ticket types to ensure that response time commitments are met within agreed upon timelines * Monitor the effectiveness of the ITSM processes and make recommendations for improvement through the use of metrics and KPIs * Perform technical support functions via phone, remote connection and desk side visits * Administer IT asset inventories, ensuring records are kept fully up to date Produce and maintain technical documentation and articles for the knowledge base * Work on projects as required Sabbatical at Sabbatical & Travel January 2016 - August 2016 (7 months) Spent eight months volunteering internationally in North and Central America with the purpose of selflessly help others, share my work and personal experiences while constantly learning about people, their cultures, and definitely gaining new interpersonal and work skills. I wanted to reconnect with my Self and nature, which I am so passionate about. Gain new perspectives and achieve a higher level of consciousness. This experience allowed not only to reconnect with me, but with others. It made me understand better the human being, and find new ways of connecting with people. Improved significantly mental, body and soul health - studied nutrition and preventive health, following the Tradicional Chinese Medicine and Tao. Keen practitioner of Shaolin Martial Arts - Kung Fu, Tai-Chi, etc. IT Field Engineer & Systems Admin at Optimity Ltd August 2015 - January 2016 (5 months) Page 2 • Operating Systems in use: Windows 10, Windows 8, Windows 7; Windows XP ; WinServer 2003; 2008; 2008r2; 2012; MAC Server; Exchange server 2003;2007; 2010 and 2013; Office 365; • Systems administration - Servers 2003, 2008, 2008r2, 2012 and Exchange • Networking - Routers, Switches and Firewalls - Drayteks, Sonicwalls, Junipers (still learning), Ciscos • Senior Engineer /Expert for IT Projects such as Migrations (Servers, Cloud, Office365, Exchange), Installations, Maintenances and IT Surveys - to assess and define which products, devices are best and how IT Services will work for the customer. • Enterprise Service and Support using remote access and diagnostic tools (VNC, RDC, VPN and TeamViewer) to all our customers based mainly in London. • Involved in several projects including on-boarding new customers, maintenance, migrations,surveys as and when requested. • Directory Services which use AD to communicate with other directory systems • Monitoring and maintenance of computer systems and enterprise network (dealing also with the ISP’s); • Diagnosis, Troubleshooting and resolution of several hardware and /or software issues, related and not limited to networks, servers, laptops, desktops, printers. • Installation, Maintenance, Repair, Configuration of PC Desktops, Laptops, Networks, as well as User Management (creation and maintenance of all Users in AD or MAC) • User and Server Management using mainly Active Directory - but also MAC Server management which included Account creations, full account management, mailbox creation, mailbox management, DL’s and groups creation and management. Network shares, permissions and policies management • Creation and implementation of processes and procedures for IT /MS Office/ Office 365 as well as manuals and their supporting documentation when required. • Asset and Hardware Management IT Service Desk Supervisor at Withersworldwide March 2015 - August 2015 (5 months) * Manage the Service Desk team (1st and 2nd Line), ensure processing of incoming calls to the Helpdesk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues * Identify improvement opportunities and work with the Service Delivery Manager to implement programs that enhance Helpdesk operations, client satisfaction with IT and overall usage of firm technology products and services * Inform the Service Delivery Manager of any escalating support issues in order that they may be resolved within reasonable time scales * Monitor calls/interactions of Helpdesk staff including ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately * Act as the communications lead following an agreed major incident procedure * Coordinate daily schedules of Helpdesk staff to ensure adequate resourcing and coverage for all hours of operations Page 3 * Monitor and audit the Service Desk tool, VSM, across ticket types to ensure that response time commitments are met within agreed upon timelines * Monitor the effectiveness of the ITSM processes and make recommendations for improvement through the use of metrics and KPIs * Perform technical support functions via phone, remote connection and desk side visits * Administer IT asset inventories, ensuring records are kept fully up to date Produce and maintain technical documentation and articles for the knowledge base * Work on projects as required IT Service Desk Manager at Reynolds and Reynolds March 2014 - March 2015 (1 year) In addition to my previous role at ITS • Manage the Helpdesk team, ensure processing of incoming calls to the Helpdesk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues. • Ensure inbound work is assigned to the team member most able to deal with it, monitoring progress and communication with the customer whilst managing quality control. Ensure adequate information is recorded in the Helpdesk system by all team members • Establish, maintain and enforce Helpdesk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes • Drive the continuous improvement and customer service programme to ensure the highest levels of customer service are provided across the company. Instil an exceptional customer service ethic in all Helpdesk staff • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing, schedules, etc. • Undertaking HR activities as needed. • Producing statistics and management reports • Liaising with senior management • Arranging staff training and awareness sessions • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk • Assisting Engineers in providing first line support when workloads are high, or where additional experience is required. • Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. • Ticket Management - to make sure we will maintain best levels of customer service and response within company SLA's. IT Services Engineer at The Reynolds and Reynolds Company February 2013 - March 2014 (1 year 1 month) Page 4 Operating Systems in use: Windows 8;Windows 7 Windows XP ; 2003 ,2008 R2 and 2011 SBS servers; MAC OS • Enterprise Service and Support using remote access and diagnostic tools (NCentral, RDC and VPN) to all Business Customers of ITS • Directory Services which use Active Directory • Monitoring and maintenance of computer systems and enterprise network (dealing also with the ISP’s); Phone system Cisco (VoIP) • Diagnosis, Troubleshooting and resolution of several hardware and /or software issues, related to network, laptops, desktops, printers, mobile phones and Cisco phones. • Installation, Maintenance, Repair, Configuration of PC Desktops, Laptops, Networks, and Phone System • Maintain user accounts by administering Active Directory and Exchange • User, Network, and Server Management using Active Directory which included Account creations, full account management, mailbox creation, mailbox management, DL’s and groups creation and management, group policies management. • Manage cloud email accounts and calendars through Office 365 and Powershell • Encrypt Laptops with TrueCrypt • Configuring laptops and desktops from new (in the box) to company standard specification • Setting up Exchange accounts on iOS, Android and Windows Phones • Involved in support operations which often require out of hours and late night support IT Support - Windows 7 Deployment Engineer at HP-CDS October 2012 - January 2013 (3 months) • Installing Win 7 OS • Installing Software and Applications. • User Management using Spider (tool that works with AD) • Configuration of assets, tracking etc. and Updating Documentation • Deployment and decommissioning of laptops/desktops. • Ensuring that project scope and schedules were followed and executed against daily scripts, priorities and deployment schedule IT Services & Field Engineer 1st ; 2nd and 3rd Level at Sitel and BMTI February 2011 - September 2012 (1 year 7 months) • Technical Support to GoPro Customers for European Market, mainly English, Italian and Portuguese. GoPro is the primary brand of the privately owned San Mateo, California company Woodman Labs that features small "wearable" waterproof and shockproof camera/camcorders such as helmet cameras that are targeted at adventure photography. • Diagnosis, Troubleshooting and resolution of hardware and /or software issues, related to GoPro Cameras. • Handling hardware - setting up of over 250 computers in a contact centre • Assisting in rolling out and installation of Windows 7 • Corporative Customer Line for the Italian speaking Market Page 5 • Diagnosis, Troubleshooting and resolution of hardware and /or software issues, related to Laser Printers. • Support using remote diagnostic tools like VNC; RDP and VPN. • Back up for Screening Team – Technical and quality evaluation • Provided second level technical support for front line technical support agents • Received escalations from front line agents of ongoing issues • Ensured quality was maintained through monitoring tickets and monitoring data base entries • Ensured processes were maintained and aided implementation of changes IT Services & Field Engineer August 2011 - October 2011 (2 months) • Support using remote diagnostic tools like VNC, RDP and VPN to all Users based in Europe • Operating Systems in use: Windows 7; Windows XP ; WinServer 2003 and MAC OS • Diagnosis, Troubleshooting and resolution of hardware; software and applications e.g SAP, CRM; issues, related to network, laptops, desktops, printers. • Configuring and troubleshooting of: Network Services including DHCP, VPN, Net • Installation, Maintenance, Repair, Configuration of PC Desktops, Laptops, Networks, and Phone System (Cisco Phones) as well as User Management (creation and maintenance of all Users in AD) • Monitoring and maintenance of computer systems and enterprise network; Phone system Cisco, using Asterisk Server when necessary, diagnosis and resolution of network issues • Repair and Upgrades PC (windows) and Mac relating to hardware and software (OS Installations included using Acronis) • User and Server Management using LDAP and Active Directory which included Account creations, full account management, mailbox creation, mailbox management, DL’s and groups creation and management. Shares managed as well in SAMBA; permissions and policies management. • Creation and implementation of processes and procedures for IT General /MS Office as well as manuals and their supporting documentation. • Asset and Hardware Management (including ordering and managing stock as per request) IT Services Engineer (1st and 2nd Level Support) August 2009 - December 2010 (1 year 4 months) • Corporative Customer Line for Portuguese, Spanish and English speaking market for GALP . • Galp Energia Group is a Portuguese corporation which consists of more than 100 companies engaged in activities such as natural gas supply, regasification, transport, storage, and distribution; petroleum products exploration, production, refining, trading, logistics and retailing; co-generation and renewable energy. • Operating Systems in use: Windows 7; Windows XP ; WinServer 2003 and MAC OS • Diagnosis, Troubleshooting and resolution of hardware; software and applications issues, related to network, laptops, desktops, printers. • Support using remote access and diagnostic tools like VNC, Dmware, to Users Page 6 • Installation, Maintenance, Repair, Configuration of PC Desktops, Laptops, Networks, Avaya and Cisco Phones, as well as User Administration Management (creation and maintenance of all Users; Computers and Groups in AD) IT Services Engineer – Field Support – IT Trainer at Swisscom Hospitality Services July 2008 - July 2009 (1 year) • Operating Systems in use: Windows 7; Windows XP ; WinServer 2003; MAC OS • Enterprise Service and Support using remote access and diagnostic tools (VNC, RDC and VPN) to all Users based in Europe (mainly Portuguese, Italian, French and English speaking market) ; Switzerland and EUA. • Directory Services which use LDAP to communicate with other directory systems like Active Directory • Monitoring and maintenance of computer systems and enterprise network (dealing also with the ISP’s); Phone system Avaya, using Asterisk Server when necessary, diagnosis and resolution of Avaya network issues • Diagnosis, Troubleshooting and resolution of several hardware and /or software issues, related to network, laptops, desktops, printers. • Installation, Maintenance, Repair, Configuration of PC Desktops, Laptops, Networks, and Phone System (Avaya and Cisco Phones) as well as User Management (creation and maintenance of all Users in AD) • Software Installation via LANDesk (remote) • User and Server Management using LDAP and Active Directory which included Account creations, full account management, mailbox creation, mailbox management, DL’s and groups creation and management. Shares managed as well in SAMBA; permissions and policies management • Creation and implementation of processes and procedures for IT /MS Office/ SAP BASIS as well as manuals and their supporting documentation. • Asset and Hardware Management (including ordering and managing stock as per request) • IT Trainer (including SAP Training) IT Services Engineer & 2nd Line Services Engineer at Fujitsu Communication Services Limited March 2007 - July 2008 (1 year 4 months) • Provided Enterprise 1st and 2nd Level technical support for the Italian, English and Portuguese speaking market for BP (British Petroleum) • Operating Systems in use: Windows XP and WinServer 2003 • Support using remote diagnostic tools like VNC; RDP and VPN. • Diagnosis, Troubleshooting and resolution of hardware; software and applications issues, related to network, laptops, desktops, printers. • User and Server Management using Active Directory which included Account creations, full account management, mailbox creation, mailbox management, DL’s and groups creation and management • Software Installation via Webpush (Application to install software remotely) • Management and implementation of Helpdesk Procedures • Creation and management of scripts; procedures, manuals and support documentation for the Helpdesk and BackOffice as well as their translation from Portuguese /Italian/ English and Vice-versa Page 7 IT Support (Internal and to End User); Team Manager; IT Trainer at Portugal Telecom December 2000 - March 2007 (6 years 3 months) • Diagnosis, Troubleshooting and resolution of several hardware; software and applications issues, related to network, laptops, desktops, printers.(Italian, Portuguese, English Speaking market). • Operating Systems in use: Win 98; Win 2000; WinXP and WinServer 2000/2003 • Provided hardware and software support for several clients within this company relating to Software, Hardware and Network. Windows environment • Provided second level technical support for front line technical support agents • Ensured quality was maintained through monitoring calls and monitoring data base entries • Provided training on a team and individual basis according to business needs • Focused on improving call duration, soft skills, technical and procedural knowledge of front line agents • Planning Schedules, Vacations, Recruitment • Interviews and Employees Selection • Briefings / Coaching’s / Training / Planning and Organization • Creation and management of scripts; procedures, manuals and support documentation for the Helpdesk and Back Office as well as their translation from Portuguese to English and vice-versa • Ensured quality was maintained through monitoring calls and monitoring data base entries • Analysis, Diagnosis and Control of SLA's, KPI's Education University Lisbon Languages, English, Italian and Spanish Language and Literature/Letters, 2006 Page 8 Sara Ferreira IT Support Team Leader at Southbank-IT- Contact Sara on LinkedIn Page 9