// about

Highly skilled and driven IT professional with a robust technical background spanning network engineering, infrastructure support, and cloud services. Self-disciplined and adept at working autonomously, I foster exceptional teamwork with a collaborative and friendly demeanour. I thrive in deadline-driven environments with unwavering commitment to tasks while meticulously attending to details — and excel at organising and articulating complex solutions with precision and clarity.

// experience

Coveo
ACTIVE Sep 2022 — Present

// London, United Kingdom

Senior System Admin Apr 2026–Present

Senior Helpdesk Specialist Sep 2022–Apr 2026

  • Manage and resolve IT helpdesk tickets, ensuring prompt and efficient support for end-users.
  • Provide technical support for hardware and software issues, including installation, configuration, and troubleshooting.
  • Collaborate with other IT team members to develop and implement IT policies and procedures.
  • Maintain and update documentation for IT systems, processes, and procedures.
  • Conduct training sessions for new employees on IT systems and best practices.
  • Participate in IT projects to enhance system performance and user experience.
RFA
Apr 2022 — Sep 2022

Service Desk Engineer

// London, United Kingdom

  • Provided support for end-users, resolving technical issues efficiently.
  • Monitored and maintained IT systems, ensuring optimal performance and minimal downtime.
  • Assisted with the deployment and configuration of new hardware and software.
  • Collaborated with cross-functional teams to address complex technical issues.
  • Documented support processes and procedures to improve service delivery.
  • Provided excellent customer service, maintaining high satisfaction levels.
Content+Cloud
2018 — 2022

Support Services Engineer

// London, United Kingdom

  • Administered and supported Active Directory, Exchange, Office 365, SharePoint, Teams, and Azure services.
  • Set up accounts, configured hardware, and provided onboarding support for new employees.
  • Delivered direct onsite support for infrastructure, addressing both hardware and software issues.
  • Developed and maintained detailed documentation for client systems, appliances, and procedures.
  • Acted as an escalation point within the support team, ensuring smooth transition and resolution of incidents.
  • Communicated effectively with stakeholders regarding incident status and resolutions.
  • Coordinated with third-party vendors to manage and resolve client issues.
  • Ensured compliance with SLA and ITIL framework requirements.
  • Collaborated within a team environment to troubleshoot and resolve complex technical problems.
CCA International
2017 — 2018

Desktop Support

// London, United Kingdom

  • Managed and maintained servers and desktops, ensuring optimal performance.
  • Configured and troubleshot networking equipment and computers.
  • Provided patching and ticket support, addressing technical issues efficiently.
  • Supported mobile devices, Active Directory, VMware, Google Apps, and OpenVPN.
  • Performed hardware replacements and upgrades to maintain system reliability.
  • Monitored system performance and implemented improvements to enhance user experience.
  • Collaborated with team members to resolve complex technical issues.
NOS SGPS
2014 — 2017

Network Engineer

// Lisbon, Portugal

  • Provided IP Core Network service provisioning and configuration of new services and equipment.
  • Monitored network performance and resolved issues to ensure seamless service delivery.
  • Collaborated with team members to troubleshoot and resolve complex network issues.
  • Maintained detailed documentation of network configurations and procedures.
  • Assisted with the deployment and maintenance of network infrastructure.
  • Provided technical support for internal teams and clients.
  • Ensured adherence to industry standards and best practices for network management.
  • Managed ticketing system to track and resolve network-related issues efficiently.
Vodafone
2013 — 2014

RAN Engineer

// Lisbon, Portugal

  • Monitored and responded to RAN alarms to ensure network stability.
  • Provided remote support to field engineers, aiding in troubleshooting and resolving technical issues.
  • Ensured compliance with strict KPIs and SLAs to maintain high performance and quality of service.
  • Managed and resolved support tickets related to RAN network issues.
  • Conducted routine maintenance and optimization of RAN infrastructure to enhance network performance.
  • Collaborated with cross-functional teams to implement network upgrades and improvements.
  • Documented procedures and incident resolutions to improve team knowledge and response times.
ONI
2006 — 2013

// Lisbon, Portugal

Transmission Engineer 2011–2013

  • Transmission service provisioning and configuration of new services.
  • Monitoring transmission network alarms and handling ticket support.

Field Engineer 2006–2011

  • Installation, infrastructure preparation, and setup of Data Communication equipment.
  • Resolving issues with Transmission Network and IP Core Network.
  • Experience in Data Center Network environments and patching.

// education

National Vocational Qualification (NVQ) Level 3 — Information Technology Systems

Gustave Eiffel Tech School, Lisbon