ISG International Service Group

We are pleased to welcome you to the world of ISG. As a full-service provider in all areas of human resources, it is our ambition to link people and companies, promoting their strengths and contributing to their success.

The ISG Personalmanagement-group, with its headquarters in Vienna, was founded in 1999 and is represented by subsidiaries in more than 28 countries within Europe and the Near East. With about 50 branch offices and 650 employees, the group is one of the leading HR-consulting companies in Central and Eastern Europe. Beyond this, ISG has a worldwide network of cooperation partners for successfully handling and completing even transcontinental projects.

http://www.isg.com/en/

Country Manager

Diebold Nixdorf

CI & Performance Lead Mediterranean

Responsible for all the systems, processes and applications needed to manage the customer relationship.
Monitoring financial, operational and relational of oil & gas clients.
Responsible for maintenance contracts and the delivery of the contracted service and coordination of the different areas involved: help desk; dispatchers, field technicians, financial and logistics.
Iberian Rollout Manager for project "TIGER" at Galp Energia.

Customer Service Manager @ Diebold Nixdorf

Wincor Nixdorf

Customer Service Manager

JP SA COUTO

Business/Account Manager for the Portuguese Government Agency and Corporate Accounts.

Business/Account Manager

Responsible for proposals to the National Agency for Procurement - A.N.C.P.
Project and Account Manager in the following areas:
Corporate TV
POS Solutions

IT Consultant

Micro Maquinas Lda

Director of Projects Department in the following areas:
Corporate TV
Video Surveillance
POS
Smart Boards
Business Intelligence

Via Global Geociências e Informática Lda

Business Manager in the following areas:
Corporate TV
POS Solutions
Business Intelligence
Geomatics

Business Manager

Organization/Business management experience. Experienced manager for all the systems, processes, and applications needed to manage customer relationships.
Commercial and technical management on Technology and Information Systems projects.
Project management and KPI analysis.
Talks about #hiring, #remotework, #recruitment, #humanresources, and #onlinetraining

Nuno de Sousa Gião

Mobile Broadband Network Ltd (MBNL)

•	Proactive Mailbox & Emergency Change Management: Managed the Change mailbox, responding promptly to emergency requests and queries, and ensuring emergency changes met all requirements for MBNL Change Manager approval.
•	Reporting & Impact Assessment: Regularly generated essential reports and performed detailed impact and risk assessments of changes to minimize service disruptions.
•	Outage Coordination & Management: Managed and verified outages, including Golden Site outages, ensuring accuracy and stakeholder notification.
•	Trend Analysis & Process Improvement: Assisted in trend analysis for Permit Efficiency & Utilisation, identifying improvement areas for contractors and key processes.
•	Network Availability Monitoring: Proactively monitored network availability, maintaining thresholds and quotas.
•	Strategic Meeting Participation: Actively participated in Weekly Change Review Boards and Daily/Weekly Network Availability meetings, contributing to strategic decisions.
•	Continuous Process Enhancement: Engaged in the ongoing evaluation of Availability, Change, Site Access, and Lockdown processes, aiming to identify potential areas for future improvements and enhancements.

Change Enablement Specialist 

Gigaclear

• Own, manage and improve incident and change management processes and policies.
• Support the development of the Service Management team.
• Work with resolver groups during an incident and coordinate repair activity to ensure rapid restoration of services for customers.
• Carry out Post-Incident reviews as required, track follow up actions and ensure improvements are implemented.
• Carry out Problem reviews, tracking progress and actions.
• Own, manage and improve incident and change management processes and policies.
• Chair Change Advisory Board, ensuring all changes follow the agreed processes and policies
• Ensure all approved Changes are added to the calendar and all notifications have been sent
• Assist the NOC Manager in the weekly/monthly reporting, ensuring all incidents and their impact are correctly tracked
• Be accountable for proactive and reactive communication to internal stakeholders throughout the life of the incident
• Responsible for Continuous Service Improvement in the area of Incident & Change – identification of opportunities to reduce process and support gaps.

Incident and Change Manager

Three.

• Governance of the E2E incident management process; processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
• Ensure that the processes are working effectively across partners to minimize service impact and therefore only require minimal resource at the service assurance level, enhanced through automation and workflows to ensure resolver groups receive incidents without intervention.
• Ensure that the service impact is consistently understood and communicated to the right level of business stakeholders in a timely fashion through appropriate service monitoring and post incident reporting, making sure that Incident management is seamless embedded to change, problem and CSI activities and processes.
• Ensure that any impact to Services for customers and employees is minimized through effective Service Restoration. (Service Restoration being achieved through partners in the resource layer managing technologies underpinning services.)
• Responsible for routing major incidents between partners and coordinating resolutions in a timely manner with minimal disruption to the business.
• Responsible for developing the procedures and frameworks for how incident management is handled by partners, and in between partners.

Incident Assurance Manager

Bit Byte Bear

Creative thinker and writer, creator of Justice Bear Chronicles and other adventures.

• Define and deliver on a creative vision that fits the needs of the studio.
• Recruit and work directly with game designers, software engineers and game artists to meet the project needs.
• Lead the cross-discipline teams on the creation of clear development plans and help scope them.
• Drive the team to deliver on-time & on-budget results.
• Identify and mitigate risks early and communicate them.
• Ensure that all team members have the resources they need and resolve bottlenecks before they arise.
• Provide feedback on all features and assess whether the work is done.
• Maintain clear documentation on the project goals.
• Oversee localization workflows for multi-language projects.

Producer / Director

O2 (Telefónica UK)

•  Maximise service availability by preventing incidents, stop re-occurring ones and speeding up the resolution of those which cannot be prevented, understand their root cause and initiate actions to eliminate these through root cause analysis, proactive trend analysis and process.
•  Ensure attendance at ad-hoc meetings with O2 departments, external customers and suppliers.
•  Complete the key Problem Management activities, managing the life-cycle of all problems, preventing incidents from reoccurring and minimising the impact of those unavoidable.
•  Identify, recommend and follow through improvements to O2 UK processes and tools to realise the business benefit.
•  Ensure the production of appropriate management, problem and post-incident reports and provide input where relevant.
•  Engage and interact effectively with third parties on behalf of O2 UK when dealing with problems and issues while considering the best interests of O2 UK's customers, ensuring efficiency and effectiveness are enhanced.
•  Respond to and meet senior management requests for an investigation into specific areas of concern.
•  Arrange, attend and minute weekly, monthly and ad hoc problem management meetings, Service review meetings and Post Incident Reviews.

SPMC Problem Manager

• Ensure that O2’s Radio for 2G, 3G and 4G network is maintained with integrity and maximum availability.
•  Ensure that 2G, 3G and 4G network alarms are handled, correlated and diagnosed with central fix measures and diagnostic accuracy for our vendors to fix as required.
•  Lead cross-functional teams and engage third parties and vendors to restore the network services as quickly as possible according to the agreed KPI’s/SLA’s.
•  Escalate incidents to the appropriate resolution team or supplier where required.
•  Ensure that priority settings and escalation procedures are applied effectively and that all complaints are responsibly and professionally handled.
•  Monitor the SPMC Radio teams accountable inboxes and progress cases to resolution within the SLA’s as defined by the priority of each case within the inbox.
•  Provide updates and resolutions to the relevant stakeholders on a regular predetermined basis.
•  Ensure that all faults, change and monitoring responsibilities are discharged following specified procedures, targets and measures to achieve our network availability targets.
•  Provide reports in line with O2’s SLA/Availability Measures.
•  Represent the SPMC management team on conference calls with the vendors and stakeholders.

RAN Incident Support Manager - SPMC

UK Broadband

• Coach, motivate and organise the NOC Enginners.
• Play a pivotal and active part in the ‘on-boarding’ of new services and workstreams ensuring a seamless integration into the NOC environment .
• Manage the engineers on shift and ensure they are following correct processes and procedures and that the SLA's are met.
• Provide an escalation point for NOC related incidents and be the first escalation point for all NOC queries.
•  Manage the flow of day-to-day operations in the NOC.
• Produce daily KPI reports to show the health of the UK Broadband Network.
• Perform performance reviews and suggest performance improvement plans when needed.
• Be responsible for, and own, the major incident process all the way to the resolution.
• Support Operations, Maintenance and development of elements within the UK Broadband LTE network.
• Trace and analyse the origin of problems for assigned incidents and perform trending and analysis on incident data to identify potential problems.
• Coordinate and facilitate the communication and escalation processes during all Disaster Recovery, Business Continuity and Major Incidents (P1, P2).
• Carry out Incident response, fault diagnostics, resolution, logging and reporting.
• Ensure the progression and troubleshooting of any incidents affecting the service provided to customers.
• Manage site access and planned work requests.
• Monitor network availability and performance, maintaining optimum system uptime on all radio/network devices. 
• Perform routine tasks to measure and maintain network performance based upon a variety of network devices (Ceragon, Infinet, Siklu, Juniper, Huawei and others).
• Work closely with the Product vendors to ensure fixes and releases are delivered in a low impact manner.

NOC Team Leader 

Ericsson

•	Monitor network availability and performance, and ensure that all SLAs/KPIs are consistently met.  
•	Take ownership of OLO faults, and manage them through to resolution, or escalate when required.
•	Ensure all interruptions are captured in the ticketing systems, providing regular and accurate updates. 
•	Manage and operate queues in the ticketing system and work to SLAs and KPIs.
•	Escalate faults to vendors within the pre-defined timescales laid down and ensure timely resolutions.
•	Support and implement work orders which involve and impact the transmission network.
•	Follow all processes & procedures, identify & inform Transmission Teams DM of any required improvements. 
•	Provide support to Field Engineers & Vendors in various critical areas of operations.
•	Assist other teams in the NOC, ensuring all SLAs and KPIs are consistently met.
•	Request Root Cause Analysis (RCA) where the root cause of an incident is unclear or unknown

Transmission Support Engineer

• Act as a single point of contact for the MBNL (Orange, T-Mobile and Three) operational RAN / UTRAN / eUTRAN network for 2G, 3G and 4G, managing and monitoring planned works.
• Control and monitor the access to the operational network, facilitating MBNL remote access, etc.
• Support the technical teams during the 2G Refresh project (swapping the Ericsson RBS to Huawei BTS).
• Minimise the amount of network unavailability and ensure that all issues are resolved promptly.
• Maintain the planned work daily log and escalate any breaches in the procedures.
• Halt and activate sites and cells, and perform health checks following the company guidelines.
• Ensure that all sites are on air and alarm free following all planned work activity.
• Activate and update EE and H3G (Three) work orders during Change Request work activity.
• Be a Key Team Player to ensure that agreed service levels are maintained continuously.

Lockdown Engineer – Site Access and Support

NSN - Nokia Solutions and Networks

•	Ensure 2G/3G network availability is maintained in line with SLA.
•	Monitor & troubleshoot network equipment from various vendors, report & escalate major outages.
•	Troubleshoot transmission faults & transmission reconfiguration/re-routing.
•	Ensure that any faults (tickets) raised & received are all dealt with promptly to relevant SLA targets.
•	Liaise with Technical Teams & Stakeholders on RAN related issues in NOC environment.
•	Incident management & directing operational teams during regional/national outages and incidents.
•	Incident investigation, creating reports to present to customers and internal management.

NOC Engineer - Incident Management

ZON Multimédia

•	Activate ZON Multimedia and ZON Mobile TV, voice and data services.
•	Liaise with customers and the MNO, handling queries and claims whilst taking responsibility for investigations.
•	Resolve faults including Top-up, SMS, Voice and Billing using the Customer Records Management software.
•	Troubleshoot and configure mobile phones and mobile internet devices.

Key Technical Skills: 
Siebel, Vodafone UFE, Avaya Contact Centre, Microsoft Windows & Microsoft Office tools.

Technical support (MVNO Zon Mobile)

Pentaudis

•	Masquerading as a normal customer to obtain feedback on specific goods or service.
•	Evaluate & measure quality of retail service or gather specific information about products & services
•	Write detailed reports based on those evaluations.

Mystery Shopper

I am a seasoned professional with over a decade of experience in the telecommunications industry. I am committed to delivering exceptional customer service and possess a strong technical aptitude. I am fluent in English, Portuguese and Spanish, which allows me to effectively communicate and establish rapport with individuals from diverse backgrounds.
I am seeking a new challenge within a dynamic and challenging work environment where I can leverage my skills and experience. I am confident that my strong teamwork skills and adaptability make me a valuable asset to any organization.

Highlights:
• Customer-oriented approach with a strong focus on customer satisfaction.
• Committed to maintaining high standards of data accuracy.
• Excellent verbal and written communication skills, capable of communicating effectively with individuals at all levels.
• Skilled in stakeholder management, able to foster positive relationships and meet expectations.
• Proficient in report building and delivery, with a strong attention to detail.
• Adept in using visualisation tools and data analysis to effectively communicate insights and results.
• Demonstrated leadership abilities and strong interpersonal skills.
• Creative problem solver with the ability to think outside the box to find innovative solutions.
• Fast learner with a willingness to continuously improve and expand skill set.
• Proven track record of successfully managing multiple tasks and priorities.
• Confident and effective in delivering presentations and communicating results to a variety of audiences.

taplio

The Battle

Nuno de Sousa Gião

Bruno Cardoso

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