Luís Matos

Microsoft Intune - Device management
Microsoft Azure portal - Users management, License management
Microsoft Power apps - low code integrations with Dynamics
Service now - Project management (catalogue creation, diagram creation in Visio for tickets workflow )
Asana - Organize projects with Milestones, tasks and sub-tasks
Microsoft Dynamics 365 FinOps - responsible for security roles and segregation of duties
Microsoft Power BI - Creation of an automated IT asset management report
Microsoft Sharepoint - Access management
Microsoft DevOps - App tester

Responsible for IT assets, Vendors

• Software and hardware support
• Opening and resolution of Tickets on Service Now platform
• Management and creation of users in Active Directory
• Responsible for Device configurations (Onboarding/Offboarding)

POS Software and Hardware support of biggest retail companies in Portugal and Spain

Software and hardware support on Dell and Lenovo Branded computers with Windows 7 operating system;
Opening and resolution of Tickets on the Service Now platform;
Management and creation of users and groups in Active Directory;
Inventory Management in Service Now;
Xerox printers troubleshooting;
Configuration of end users phones with Cisco Platform;
Google Apps experience;
Responsible for 200 users.

Monitor and report Incident Management SLA performance to senior management, providing data-driven insights and service performance analysis.

Manage and oversee incident workflows in ServiceNow, ensuring incidents follow proper lifecycle processes and meet agreed service levels.

Develop and maintain interactive dashboards and reports using Tableau and Service Now to track service performance and operational KPIs.

Coordinate with external vendors and internal teams to identify, investigate, and resolve system interface issues.

Support continuous service improvement initiatives by identifying process gaps and recommending operational enhancements.

Create and maintain knowledge base articles to improve issue resolution efficiency and support self-service capabilities.

Perform STRY testing in QA environments to validate changes, enhancements, and system functionality before production release.

Manage and maintain IT asset management records, ensuring accurate tracking of IT assets and compliance with internal policies.

Technical support of 1st line ADSL and Fiber optic in services 3P (Net, Voice and TV);
Management of incidents and tickets on platforms such as Siebel and Remedy;
Backoffice functions in response to emails from private customers.

INTERNSHIP

Dell Certifications 2008 and 2010;
Maintenance of DELL equipment (Laptops and Desktops) On Site;
RollOut of computers in client companies.