Nuno Couto

Deskside Support Technician

• Advising staff on appropriate procedures for directing their IT-related queries and recommendations.
• Receiving and documenting requests for support.
• Deciding on the most suitable ways of providing aid.
• Delivering IT and related assistance upon request, or as you deem suitable.
• Setting up and managing user accounts and permissions to consent access to a network.
• Upholding and testing security, blocking unapproved access.
• Chalk out maintenance plan for the prevention of unexpected failures.
• Setting up the Organization’s computer system to meet specific business goals.
• Providing technical assistance for hardware and software issues on desktops, laptops, and other computer equipment.
• Installing, configuring, diagnosing, and troubleshooting hardware, software and peripheral devices.
• Responding to helpdesk calls and emails from users in a timely manner.
• Working directly with customers in person, via phone, via ticketing system, and email.
• Imaging, deploying, and maintaining all HW including desktops, laptops, monitors, docking stations and desktop printers.
• Troubleshooting, installing, repairing, upgrading, and configuring a variety of issues autonomously including but not limited to hardware, printing, imaging and software issues.
• Performing escalations when necessary to vendors or internal departments and works with the other parties to resolve issues to the satisfaction of the customer.

Deskside Support Engineer

Winprovit [ 26/10/2020 – Current ]

City: Lisboa

Client: Husqvarna / RTP

Ensure the ServiceDesk of the Factory

Ensure the maintenance of the existing computer park in the facilities

Troubleshooting problems affecting PC's

Installation and configuration of VPN access on Laptops

Configuration of VPN access and applications on Mobile devices

Support for MS Office

Installation and error detection in Microsoft Applications

Unlocking and maintenance of AD account

Error detection in Voice and Data Network

Support for Adobe Applications

On-site support for Radio and Television Studios

Support for VizRt

Support for AP ENPS

1st and 2nd Line ServiceDesk RTP

ICT Technician

Shiadurbe Portugal, S.A [ 24/11/2019 – 07/04/2020 ]

City: Lisboa

Country: Portugal

Implementation and management of new projects

Analysis, development, implementation, and management of the organization's software

Hardware management

User and access support and management

Backup control and management

Network and telecommunications management

Planning and implementation of changes to computer systems

Management and maintenance of virtual servers

Ensuring compliance with the company's defined computer security policies

Training and supervision of field teams

Management of SALTO access servers

Management of Ikevision and Mazi Video Surveillance

Management of OFFICE 365

Management of Drytek and Rukus equipment

Field Support

Winprovit [ 12/02/2017 – 23/11/2019 ]

City: Lisboa

Client: Sonae,Lidl, RTP, Bankinter e Global Media Group

Sonae Life Cycle 2017 (technological renewal)

Installation/Replacement of Fujitsu POS (Sonae)

Signal measurement of Quali Digital systems (LIdl)

Assembly/Opening of Continente Bom Dia, Wells, Note and Bagga stores

Ensure the maintenance of the existing computer park in the facilities

Troubleshooting of problems affecting PC's

Installation and configuration of VPN access on laptops

Configuration of VPN access and applications on mobile devices

Support for MS Office applications

Installation and error detection in Microsoft Applications

Unblocking and maintenance of AD account

Error detection in Voice and Data Network

Support for Adobe Applications Support

1st and 2nd Line ServiceDesk RTP

Bankinter Network Support

2nd Line Global Media Group Support

Technical Director

Weloop.Lda [ 31/01/2015 – 23/12/2015 ]

City: Lisboa

Country: Portugal

Customer Service

Installation of Apple Software Servers

Support for OSX and IOS Operating Systems

Maintenance of Apple Computers

Support for Microsoft Applications

Support for Android devices

Contact with International Suppliers

GoPRO Technical Assistance

Repair of Multibrand Laptops

Development of website in WordPress

Development of Hardware RenderFarm (Project for Architect's Office)

Advertising Design (Flyers, Posters and Websites)

Apple Support Technician

SatFiel - Apple CAA Colombo [ 05/12/2012 – 15/010/2013 ]

City: Lisboa

Country: Portugal

Customer Service

Installation of Apple Software Servers

Support for OSX and IOS Operating Systems

Maintenance of Apple Computers, Ipods, Ipads and MacServer

Preparation of Equipment Maintenance Plans

Repairs of all Apple equipment collected by SPV WORTEN from across the country

System Administrator

Simtejo - Aguas de Portugal [ 14/02/2011 – 15/12/2011 ]

City: Lisboa

Country: Portugal

Ensure internal helpdesk and server management (backups, etc.)

Ensure the maintenance of the existing computer park in the facilities

Troubleshooting of problems affecting PC's (Printers, Windows OS, Hardware, etc.)

Installation and configuration of VPN access on laptops

Configuration of VPN access and applications on mobile devices

Support for MS Office applications

Installation and error detection in Microsoft Applications

Unblocking and maintenance of AD account

Error detection in Voice and Data Network

Support for Adobe Applications

Error detection and reporting on Shares/Datacenter

Computer support for all ETAR's (Wastewater Treatment Plant's) in Lisboa e Vale do Tejo

Technical Support 1

GFI Portugal – Serviços em Tecnologias de Informação, SA [ 31/01/2006 – 04/02/2010 ]

City: Lisboa

Country: Portugal

Client: Vodafone Portugal, Lisboa

Unblocking and maintenance of AD account

Error detection in Voice and Data Network

Preparation of Equipment Maintenance Plans

Installation and error detection in Microsoft Applications

Installation and detection of errors in Citrix Metaframe environment.

Installation and configuration of VPN access on laptops

Configuration of VPN access and applications on mobile devices

Support for MS Win Vista/Win 7/Win XP Operating Systems

Support for MS Office applications

Support for SIBEL application

Support for Adobe Applications

Error detection and reporting on Shares/Datacenter

Remote support for Payshop applications/terminals

1st Line Support Team for Vodafone Global (India, Hungary and England)

Computer support for all Vodafone stores and call centers

HelpDesk Technician

EDS Portugal [ 30/06/2001 – 05/06/2003 ]

City: Lisboa

Country: Portugal

Client: Euronext/BVLP , Petrogal e CTT

1st and 2nd Line Helpdesk Technician

Physical maintenance of Voice and Data Network

Preparation of Equipment Maintenance Plans

Quality control of helpdesk services

Installation of Windows 2000 Servers

Support for SAP

Computer support for all service areas

Responsible for the hardware warehouse of Petrogal

Responsible for preparing all computers

EDUCATION AND TRAINING

12º Ano de Escolaridade

Cisco CCNA Network Fundamentals Chapter 1

ITIL Service Strategy Course (Intermediate Lifecycle)

Azure Storage Security

Lean Six Sigma Primer

CompTIA Network+ N10-006 ExamPrep:

Introduction To Windows Server 2012R2

ITIL Foundation Overview ITIL Continual Service Improvement (Intermediate Lifecycle)

Scrum Certification Prep +Scrum Master+ Agile Scrum Training

Lockheed Martin CKC

Macintosh Service Certification 9LO-010

OS x v10.7 Troubleshoting Exam 9LO-0630

Comptia A Plus 901

End User Security Awarenes

Intro to Infosec