Helder Coutinho

Strategic and certified ITIL Process Manager and Azure Cloud Engineer with 15+ years of experience driving service excellence across global IT operations.

Experience in Azure governance, RBAC/PIM administration, security-focused operational management, and leading cloud and infrastructure teams to deliver reliable, scalable services. My background includes Release & Deployment, Knowledge Management, AI-enhanced video analytics, and technical training, combining technical depth with people-first leadership and a strong sense of ownership. I focus on continuous learning, collaboration, and transforming complex operational challenges into scalable, high-impact results.

Team Lead Azure & IT Operations at Arquiconsult (2025-12 – 2026-05)

Provided strategic leadership across Azure & IT Operations, driving high-performing teams, secure cloud governance, and reliable service delivery. Strengthened organizational capability by developing talent, optimizing operational processes, and aligning technical execution with business and security priorities. Through decisive leadership, stakeholder influence, and a commitment to continuous improvement, delivered measurable gains in efficiency, resilience, and service quality—positioning the organization for scalable growth and evolving operational demands.

Team Manager - Ceva Sante Animale at Fujitsu Technology Solutions (2024-08 – 2025-02)

Responsible for managing the L2 support team and assisting with the creation of ITIL processes.

Technical Service Engineer Expert – Cloud Engineer at Fujitsu Technology Solutions (2023-09 – 2024-07)

Developing work with Fujitsu AI technologies as a member of the Fujitsu AI Kozuchi team, namely with behavior detection and video analysis, along with continuous focus on technical development in the area.

Knowledge & Training Manager – Schneider Electric Service Desk at Fujitsu Technology Solutions (2019-06 – 2023-08)

Responsible for designing and implementing strategies to capture, store, and disseminate the organization's knowledge, ensuring employees have access to the information they need to perform their jobs effectively, fostering a culture of knowledge sharing and continuous learning. Also responsible for designing, implementing, and overseeing training programs to enhance employee skills and performance. This involved assessing training needs, developing training materials, delivering instruction, and evaluating the effectiveness of training programs.

ITIL Process Controller – Release & Deployment ING Service Desk at Fujitsu Technology Solutions (2018-05 – 2019-06)

Assurance of Release & Deployment process compliance, acting as touchpoint between the support groups and the customer, making sure the customer expectations are met and the service is delivered in a seamless and effective manner with minimal impact on operations. Also responsible to handle CCERT (CTA) advisories process, collecting feedback from support towers regarding the applicability of CTA advisories and providing a monthly report to ING with the remediated vulnerabilities.

ITIL Process Controller – Release & Deployment / Asset & Configuration ING Service Desk at Fujitsu Technology Solutions (2016-07 – 2018-05)

Assurance of Release & Deployment / Asset & Configuration processes compliance, liaising closely with support groups and the customer, making sure expectations are met and the service is delivered in a seamless and effective manner.

ITIL Process Controller – Knowledge Controller ING Service Desk at Fujitsu Technology Solutions (2015-04 – 2016-07)

• knowledge base maintenance tasks (creating, validating, correcting knowledge base solutions)
• liaise with customer and application owners
• provide training sessions

Service Desk Expert - Product Support Engineer ING Service Desk at Fujitsu Technology Solutions (2014-04 – 2015-04)

• Provide knowledge base creation and validation
• technical support for 1 line agents
• technical setup of the ING account
• prepare and deliver training to all new joiners for ING account
• testing and validation of Service Desk and customer tools
• Involved on the knowledge transfer from previous providers to Fujitsu related to the ING account

Product Support Specialist - Husqvarna Service Desk at Fujitsu Technology Solutions (2013-01 – 2014-04)

• Provide 2 line technical support to rollout of workplace machines
• stack management of 2 line team
• knowledge base creation and validation
• technical support for 1 line agents

Product Support Engineer - Astellas Service Desk at Fujitsu Technology Solutions (2010-02 – 2013-01)

• Provide technical support to helpdesk analysts
• software and solution testing
• problem investigation and resolution
• SME for Veeva CRM application

Product Support Engineer - ThomsonReuters Service Desk at Fujitsu Technology Solutions (2009-02 – 2010-02)

• Provide technical support to helpdesk analysts
• software and solution testing
• problem investigation and resolution
• Service Desk supervisor tasks

Customer Support Technician - ThomsonReuters Service Desk at Fujitsu Technology Solutions (2008-08 – 2009-02)

Provide 1st line support to customers assisting on solving problems related to IT.

Navy Sargeant - Computer Technician and System and Network Administrator at Portuguese Navy (2000-07 – 2005-09)

Provided technical assistance not only to the computer systems implemented as well to the 7 existing computer networks, executing actions of administration, configuration and maintenance as well as of repairing and solving problems in all of the workstations. Besides that, it had also to his responsibility the whole installation and configuration of Software in all the workstations. Has experience in Hardware and "Microsoft FrontPage" and "Microsoft PowerPoint".

Roteiro NIS 2 in Information and Communication Technologies – CNCS - Centro Nacional de Cibersegurança (2026-02 – 2026-02)

Microsoft Certified: Azure for SAP Workloads Specialty (AZ-120) in Information and Communication Technologies – Microsoft (2025-02)

Microsoft Certified Azure Administrator Associate (AZ-104) in Information and Communication Technologies – Microsoft (2024-07)

Microsoft Certified Microsoft Azure Fundamentals (AZ-900) in Information and Communication Technologies – Microsoft (2023-09)

ITIL Foundation Certificate (V4) in IT Service Management in IT Service Management – ITIL (2026-12)

Shinpo -Team Manager (Foundation) in IT Service Management – Fujitsu Portugal (2020-03 – 2020-03)

ITIL Service Management - Process Manager in IT Service Management – Fujitsu iLearn / Saba (2019-03 – 2019-03)

Train the trainer in Training and Development – Fujitsu Portugal (2019-04 – 2019-05)

VMWare AirWatch in IT Administration – VMware (2018-04 – 2018-04)

VMware Workspace One Deploy & Manage in IT Administration – VMware (2018-03 – 2018-03)

VMware Horizon 7: Install, Configure, Manage [V7.3] in IT Administration – VMware (2018-03 – 2018-03)

Sense & Respond in Continuous Improvement – Fujitsu iLearn / Saba

Virtualization in IT Infrastructure – Fujitsu iLearn / Saba

Citrix in IT Infrastructure – Fujitsu iLearn / Saba

Citrix XenDesktop 5.6 in IT Infrastructure – GALILEU Lisboa

Citrix XenApp.6.5 in IT Infrastructure – GALILEU Lisboa

Train the Trainer - Veeva Connect in Training and Development – Astellas Pharma Inc.

Mainframe - Basic and Intermediate administration in IT Infrastructure – ThomsonReuters

Windows 2000 Advanced Server in IT Infrastructure – Rumos / Portuguese Navy

Sargento Técnicos Naval ramo Programadores de Informática in Computer Science – Portuguese Navy (1999 – 2000)

12º grade – Escola Secundária do Pinhal Novo