loading

  • Hugo Velhinho

    Senior Service Desk Analyst & Coordinator

Get started

Hugo
Velhinho

Senior Service Desk Analyst & Coordinator

Who am I?

×
  • Name: Hugo Velhinho
  • Date of birth: 05 August 1976
  • Nationality: Portuguese
  • Email: info@bitservices.be
  • Phone: +32 474 31 70 98

My name is Hugo Velhinho, I have hands-on skills in Customer Service Support, Incident Management, SPOC, Training & Manuals creation, Procedures and Quality Improvements and Information System Support.

I am a flexible and a multi-tasking person. Always eager to learn, very goal oriented with an analytical mind.

I have strong communication and inter-personal skills, the ability to adapt to different cultural and business environments, and a commitment and positive attitude are my some of my personal trades that help me achieve and deliver positive results.

Experience

×

No school can replace the school of life, and the work experience that brings with it. Here are some of my past experiences

2016 / April - Present

DLL / Athlon

Senior Service Desk Analyst & Coordinator

  • Senior Service Desk Analyst & Coordinator

  • Responsible for End-user and technical daily assistance in the Service Desk support

  • Assistance in organising and running-in information system installations

  • Second level support on internal applications (ARES support for Delegations as focal point, but also all other internal applications)

  • Coordination and follow up on internal projects

  • Change Management coordination

  • Incidents and Change requests SLA’s monitoring

  • Coordination of application deployments and updates

  • Writing end-user and technical documentation as well as training materials

MS Office 365 | MS Outlook | MS Windows 7
ARES & Internal applications | SysAid | SMT
HP Wyse Citrix stations | Laptop image migration
Remote Desktop Connection
Change and Configuration Management

2014 / Jan - 2016 / Mar

European External Action Service (EEAS)

Information Systems support Engineer

  • Information Systems support Engineer

  • End-user and technical daily assistance of EEAS staff related to the usage of administrative information systems

  • Second level support on internal applications (ARES support for delegations as focal point, but also all other internal applications)

  • Assistance in organising and running-in information system installations

  • Writing end-user technical documentation as well as training materials

  • Improvement and analysis of applications functionalities

  • Coordination of application deployments and updates

MS Office 365 | MS Outlook | MS Windows 7
ARES & Internal applications | SysAid | SMT
HP Wyse Citrix stations | Laptop image migration
Remote Desktop Connection
Change and Configuration Management

2013 / Sep - 2013 / Dec

BNPPARIBAS Fortis

BlackBerry Servers Migration Engineer

  • Installation of Lotus Domino Server

  • Installation of BES (Blackberry Enterprise Server) 5.0.4

  • MR5 package on Windows Server 2008 R2 machines

  • Configuration of the BAS (Blackberry Administration Service)

  • Documentation and procedures update for installation, configuration/ Manuals

  • Decommissioning of obsolete servers

BES (Blackberry Enterprise Server) 5.0.4 | MR5 package, Windows Environment
Microsoft Windows 2008 R2 | IBM Domino R8.5.3 | IBM Notes 8.5.3
Microsoft SQL Server 2008 R2
Blackberry Administration Service

2012 / Sep - 2013 / Jul

Scania

Senior Service Desk Engineer

  • Senior Service Desk Engineer

  • Support and Administration of internal applications (SAIL/ SDS/ SDP3/SDP2)

  • Citrix and Windows environment, profile management

  • Active Directory Management (User creation, access rights, asset management)

  • Igel thinClient configuration via Universal Management suite Console

  • Hardware support on PC/ Laptop/ Igel machines /Printer support

  • Mobile devices profile setup , support and maintenance (iPhone, iPAD, Samsung)

SAIL | SDS | SDP3 | SDP2
Microsoft Windows 2008 R2
Application Support and Administration | Mobile Devices Support and Administration
Igel thinClient configuration
Citrix | Windows

2005 / Mar - 2012 / Jul

BASF IT Support (BIS)

Senior Service Desk Engineer

  • Senior Service Desk Engineer

  • Back-up Team Leader & Service Desk Agent training

  • Asset management

  • Profile management & Access rights

  • SPOC for Technical support /customer care/ telephony requests

  • PC roll-out Project, profile installation, migration & data copy

  • SW installation/re-installation remotely

  • Mobile devices support/configuration (Blackberry)

  • IMAC coordinator (responsible for follow up/implementation on changes, dispatching)

IBM Domino 8.5.x | IBM Sametime 8
Microsoft Windows 2003 | Microsoft Windows 2008
IBM Traveler | Blackberry Enterprise Server
Application Support and Administration | Mobile Devices Support and Administration
Citrix | Windows

2000 / Aug - 2005 / Feb

HP (previous EDS)

Helpdesk Coordinator

  • Helpdesk Coordinator

  • Back-up Team Leader & Service Desk Agent training

  • Asset management

  • Profile management & Access rights

  • SPOC between Service desk & the different dispatch groups to assure responsibilities and targets are followed & achieved (coordination)

  • Reports and analysis of current business for business perception & identify improvements

  • Implementation and Standardization of policies and procedures for customer sites

  • Manuals creation & Knowledge database update

  • Incident Management, improve SLA’s and Service Quality

IBM Domino 4.6.x | IBM Lotus Notes 4
MS Win NT| MS Windows 2000
MS Outlook | Active Directory | SAP basics

Education

×

Education | Courses | Certification

Soft Skills

Languages

  • Portuguese : native tongue

  • English : fluent both verbal and proficient writing

  • French : fluent verbal and basic writting

  • Dutch : fluent verbal and basic writting

  • Spanish : Basic verbal and basic writting

  • Italian : Basic verbal and basic writting

Certification

ITIL v3 Foundation

Course

Skype for business

Courses

Igel ThinClient / Universal Management suite

Courses

EEAS/ European Commission internal applications

Education

Economics University of Maastricht

Education

European School

Contact us

×

Get in touch via contact form or email us directly. We will get back to you as soon as possible.

Thank You ! Your email has been delivered.

Where to meet

BIT Services
Haverstraat 1
Antwerpen, 2000

Say Hello

Email:
Phone: +32 - 474 317098

Google Maps →