João André Lima
Software Asset Manager
Lisbon,Portugal
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Proficient with asset management and leading teams in multiple environments.
Overview
25
25
years of professional experience
1
1
year of post-secondary education
4
4
Languages
Work History
Software Asset Manager
BNP Paribas
08.2023 - Current
- License management via requests in ServiceNow
- Responsible for new contracts and renewals with both editors or vendors.
- Software inventories for alignment with business needs or editor requested audits.
- Collaborated with upper management to drive strategy and implement new processes.
- Implemented team Sharepoint site.
Asset Manager
Broadway Malyan
01.2021 - 04.2023
- License management via request in Hoth (House On The Hill)
- Responsible for new contracts and renewals with both editors or vendors for software.
- Responsible for new contracts and renewals for hardware.
- Hardware testing for business needs.
Service Desk Team Leader
Xerox
07.2019 - 12.2021
- Lead English and French tech teams (not simultaneously).
- Follow through with agent performance, identifying opportunities for improvement.
- Responsible for team target KPIs - SLA, RCA, Quality.
- Call monitoring.
- Involved in multiple projects aiming for operation streamlining.
- Account process and procedure negotiations with account teams.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Weekly team results presentation with senior management.
Service Controller
Xerox
01.2018 - 06.2019
- Responsible for controlling phone lines availability, managing agent breaks and attendance.
- Excel reporting from extractions of Xerox ticketing application, XSM.
- On job training for new starters, providing process information and technical mentorship.
- Controlling all incident queues in all systems used, XSM, ServiceNow and Snow
Service Desk Representative
Xerox
09.2016 - 12.2017
- Customer technical support for Xerox devices. Inbound requests via ticketing system (XSM), email, phone contact and chat in English, Portuguese, Spanish and French.
Co-Manager
Nproduções
07.2010 - 08.2016
- Co-owner of a Flight Case manufacturing company.
- Custom product design to hardware specifications.
- Technical drawing in EnRoute for CNC machining.
- CNC programmer and operator, working with plywood, PE plastic and high density foam.
- Market development and customer contact.
Deputy to Station Manager
Airpass
01.2006 - 06.2010
- Started as Groundcare agent, accompanying special needs passengers from check-in to aircraft and Business Lounge front desk.
- After 6 months was promoted Deputy Station Manager.
- Private flights supervision, from aircraft arrival to departure.
- Responsible for 4 different teams (Special assistance, Check-in, Business lounges and Lost&Found), 60 agents, in 3 shifts.
- Schedule management.
- Responding to escalations and complaints.
- Biweekly meeting for teams performance review with our customer (Groundforce).
Import and Logistics Manager
Sociarte
07.1999 - 08.2005
- Started as a summer job as a warehouse worker for a furniture import and reseller company. Was invited to join the head office.
- Communication with suppliers (India, Vietnam and China) and match container booking and shipping.
- Responsible for all import documentation.
- Creating Excel spreadsheets for cost calculation.
- Manage company participation in International fairs (Lisbon, Paris and Madrid).
- Booking transport, montage materials and stand assembling.
- In country delivery logistics.
Education
BBA - Management - (Not Finished)
ISCTE
Lisboa 09.2005 - 06.2006
Skills
Policy Development and Implementation
undefinedAccomplishments
- Supervised team of 20 staff members.
- Built team Sharepoint site for license management, inventory tracking and team information.
- Achieved significant saves by transitioning from Adobe to Affinity
Timeline
Software Asset Manager
BNP Paribas
08.2023 - Current
Asset Manager
Broadway Malyan
01.2021 - 04.2023
Service Desk Team Leader
Xerox
07.2019 - 12.2021
Service Controller
Xerox
01.2018 - 06.2019
Service Desk Representative
Xerox
09.2016 - 12.2017
Co-Manager
Nproduções
07.2010 - 08.2016
Deputy to Station Manager
Airpass
01.2006 - 06.2010
BBA - Management - (Not Finished)
ISCTE
09.2005 - 06.2006
Import and Logistics Manager
Sociarte
07.1999 - 08.2005
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