Mar 2024 – Jun 2024 · 3 mos · London Area, United Kingdom · On-site

• Delivered IT support across corporate and retail environments
• Supported Microsoft 365, Intune, and device management
• Assisted rollout and user support for Microsoft Copilot
• Collaborated with global IT teams to resolve issues efficiently

Aug 2022 – Dec 2023 · 1 yr 4 mos · Aylesbury · Hybrid

• Built a complete documentation library for CASB and DLP product lines from zero, serving thousands of enterprise customers globally.
• Produced customer-facing and internal documentation that measurably increased self-service adoption and reduced repeat support cases.
• Worked within Agile sprints alongside Engineering, Product, and Support teams; delivered content on time for product releases.

Nov 2021 – Aug 2022 · 9 mos · Aylesbury · Hybrid

• Provided high-touch L3 technical support for enterprise DLP, encryption, and data protection suites to French-speaking clients in the finance and energy sectors.
• Diagnosed complex security incidents spanning network and endpoint layers, performing deep root-cause analysis and coordinating escalation to engineering.
• Built Power BI dashboards to visualise KPIs and customer health metrics, enabling proactive account management.

Sep 2014 – Nov 2021 · 7 yrs 2 mos · Aylesbury · On-site

• Primary escalation engineer for named enterprise accounts across EMEA; consistently resolved highest-severity P1 incidents within SLA.
• Core member of the Global Malware Response Team, collaborating directly with McAfee Labs to investigate and remediate novel threats at enterprise scale.
• Supported EDR, advanced malware defence, Threat Intelligence Exchange (TIE), and endpoint protection platforms across 10,000+ seat environments.
• Contributed to the technical rollout of Threat Intelligence Exchange (TIE), developing test labs to reproduce customer scenarios and validate integrations.
• Authored knowledge base articles and technical runbooks that reduced repeat incident volume by over 40% across the EMEA support region.

Apr 2014 – Sep 2014 · 5 mos · Lognes · On-site

• Managing tasks at the AS400 console, identifying and fixing partition issues, IPLs, and restarting servers.
• Tasks and levels of intervention: Datacenter Manager, Cartridge Issues Manager, Verifying Market Processes, Creating Knowledge Base in IBM Tools.
• Oversaw daily operations and performance evaluation.
• Worked closely with sales development and sales engineers.
• Implement regular stress tests and DR policies. scheduling preventive maintenance for the datacenter to guarantee efficient operation and monitoring AS400 jobs to control the datacenter robot.
• Achievements:
• Migrating data from an old data center to a new one: Planning the migration, transferring the data, and testing the new environment to ensure that everything is working properly.

Sep 2012 – Mar 2014 · 1 yr 6 mos · Porto Salvo - Taguspark · On-site

• Resolved backups and storage issues in Windows Servers for Banking, reporting results and increasing performance during week.
• Configured and Installed Cluster Servers and performed tests.
• Tasks and Intervention levels: Windows Servers, Intervention in major levels like a System
• Administrator.
• Project achievement:
• Using IBM Watson Explorer to control Microsoft Windows Backups using a specific range of scripts like "esbackup.sh" or "esbackup.bat."

Oct 2007 – Jul 2012 · 4 yrs 9 mos · Lisbon, Portugal · On-site

• Senior Helpdesk for local users and Project Manager tasks and intervention levels: Local support and servers.
• Project Manager for A Flew.
• Achievements:
• 1. One of main helpdesk members for the A Flu project for Remote Users and business continuity.
• 2. Testing and implementation of Easyvista for Assets inventory.
• 3. Provided technical support building a new store from scratch for IT infrastructure.

Jan 2006 – Apr 2007 · 1 yr 3 mos · Lisbon Area, Portugal · On-site

• Service Delivery Manager to manage network migration FRP, ADSL to XDSL+ for ATM and POS.
• Managing projects and sharing results with stakeholders.
• Achievement:
• 1. Multiple meetings with stakeholders to provide weekly reports for all stages.
• 2. Managing field teams deploying the network migration.

Aug 2002 – Dec 2005 · 3 yrs 4 mos · Oeiras, Lisbon, Portugal · On-site

• Responsible for Hardware, Introduction and Testing for Remedy, Mainly responsible for SLA and implementation following internal rules and best practices.
• Achievements:
• 1. One of the major engineer doing QA Testing and implementation for BMC Remedy in all the bank branches and internal users.
• 2. Build the new Clients internal app.

Nov 1998 – May 2002 · 3 yrs 6 mos · Oeiras, Lisbon, Portugal · On-site

• Part of a build Team for a new banking System introduced by BCP on Portugal
• Provided local and remote support to Mainframe infrastructure
• Technical and Application support.
• Achievements:
• 1. Active participation on the Architecture, design and implementation of new IT infrastructure for the new branches bought by the bank.