Hi, I’m
Leandro Filipe Gonçalves Afonso
Technical Support Manager
Amadora
Summary
Passionate about life, diverse cultures, and always up for continuous learning. Whether I'm exploring new places on my 4x4, enjoying quality time with family, or prioritizing my well-being, I bring that same energy to my 15+ years in the IT industry.
Overview
14
years of professional experience
3
Languages
Work History
Caixa Mágica, SA
Technical Support Manager
03.2023 - Current
Job overview
- INCM - Imprensa Nacional e Casa da Moeda project
- Management and design of the USD - Digital Security Unit support, GEDI project (creation and operation of high security document personalization centers - Citizen Card and Electronic Passport)
- Excelling in client support and project management, I take the lead in guiding both internal and external teams to collaboratively resolve JIRA ticket inquiries effectively and additionally, I am responsible for meticulously planning software deployments and annual maintenance tasks.
- Technologies used: Linux, Metabase, SQL, JIRA/Atlassian
DXC Technology
IT Project Manager
10.2021 - 12.2022
Job overview
- Ensure the successful deployment and testing of the new Teams Rooms system in all EDP Video-Conferencing rooms through efficient problem resolution
- Organize and manage installation teams, providing training and support to ensure proper system setup and configuration
- Monitor system performance and troubleshoot issues to ensure optimal functionality for end-users
- Collaborate with cross-functional teams to ensure seamless integration with existing systems
- Continuously identify opportunities for improvement and implement best practices for system maintenance and upgrades and proactively anticipate and resolve potential issues to minimize downtime and improve overall user experience.
- Technologies Used: Video Conferece Hardware, Microsoft Teams Rooms,
DXC Technology
Technical Account Manager
07.2020 - 12.2022
Job overview
- EDP Project
- Build and maintain strong relationships with EDP stakeholders by providing exceptional technical support and support throughout the pre-sales and post-sales processes
- Act as a liaison between EDP and the suppliers, providing feedback and identifying opportunities for new products or features
- Continuously monitor and report on product performance to identify opportunities for cost reduction and improvement
- Analyze customer needs and suggest upgrades or additional features to meet their requirements
- Proactively identify solutions to reduce support costs and improve overall customer satisfaction.
- Technologies Used: Windows10, ServiceNow, Office365
Claranet Portugal
Service Desk Team Leader
06.2019 - 06.2020
Job overview
- Lead and manage a team of service desk professionals, providing support to various companies
- Utilize Service Now to monitor service level agreements and generate key performance indicator reports to measure and improve service delivery
- Build and maintain strong relationships with clients through constant communication to ensure the highest level of service is delivered with minimal impact to service level agreements
- Develop and implement strategies to increase efficiency and productivity of the service desk team
- Lead by example, providing hands-on support when needed and mentoring team members to achieve their full potential.
- Technologies Used: Windows 10, Windows Server 2012, ServiceNow
Fresenius Medical Care, SA
System Administrator and Helpdesk Support L1 L2
03.2010 - 06.2019
Job overview
- Providing exceptional support and troubleshooting for all incidents in Easyvista and oversee system administration for a large-scale IT infrastructure including 700 clients and 50 servers in 40 physical locations
- Utilize best practices for incident management and resolution, ensuring prompt and efficient service delivery
- Continuously monitor system performance and troubleshoot issues to ensure optimal functionality for end-users
- Proactively identify and implement solutions to improve system performance and reduce downtime
- Stay current with industry trends and advancements in IT, continuously seeking opportunities to improve the IT infrastructure.
- Technologies Used: Windows XP, Windows 10, Windows Server 2012, Veeam Backup, Symantec Backup Exec, Symantec Antivirus Protection, Euclid, Therapy Monitor, Active Directory
Education
Rumos, Lisbon, Portugal
AZ-300: Azure Solutions Architect – Technologies
04.2001
Rumos, Lisbon, Portugal
Automating Administration with Windows Powershell
11.2018
Rumos, Lisbon, Portugal
Enable and Managing Office365
10.2017
Rumos, Lisbon, Portugal
Windows Server 2008 - Configuring, Troubleshooting and Network Infrastructure
05.2016
Skills
Team Leader
Personal Information
- Date of Birth: 03/17/82
- Nationality: Portuguese
Timeline
Technical Support Manager
Caixa Mágica, SA
03.2023 - Current
IT Project Manager
DXC Technology
10.2021 - 12.2022
Technical Account Manager
DXC Technology
07.2020 - 12.2022
Service Desk Team Leader
Claranet Portugal
06.2019 - 06.2020
System Administrator and Helpdesk Support L1 L2
Fresenius Medical Care, SA
03.2010 - 06.2019
Rumos
AZ-300: Azure Solutions Architect – Technologies
04.2001
Rumos
Automating Administration with Windows Powershell
Rumos
Enable and Managing Office365
Rumos
Windows Server 2008 - Configuring, Troubleshooting and Network Infrastructure
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