Data Service Manager Resume Sample

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  • Hoist Group Portugal
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Data Service Manager Resume Sample (Text version)

Logan Paul

Address: Rua Reinaldo Ferreira 999, 99929, Lisbon, Portugal
Nationality: Portuguese
Date of birth: 1999-19-09
Email address: hello@kickresume.com
Phone number: 999-999-999
Web: www.kickresume.com

Profile

I'm a very adaptable and responsible person, with well-founded standards in terms of quality. I've always stood out as being a fast-learner and having an analytical mind, and +10 years background on IT related jobs, building a solid networking base at first, and naturally evolving to more analytical and management based jobs along my career. Currently seeking to establish my career in the Business Intelligence/Data Analytics world.

Work experience

01/2018 - present, Service Assurance Manager, Hoist Group Portugal, Lisboa, Portugal
  • Support Operations, Service Integration Team and Management in the collection, interpretation and monitoring of KPI's and other metrics, as well as other events.
  • Produce graphic and textual reporting to Management, as well as for Customers with the aid of Microsoft's Power Query, Power BI and PowerPoint.
  • Implement and apply ITIL Service Operation concepts and best practices, and produce reporting to measure success of the structural changes applied.
  • Help operations to ensure proper customer service is being delivered, through a Continuous Improvement-based approach.
  • Ad-hoc data analysis and consequent report construction.
10/2015 - 01/2018, Consultant/Analyst, Axians Portugal, Lisboa, Portugal

Outsourced to Vodafone Portugal

  • IT releases involvement in all stages (Concept, Kick-Off, Acceptance, Rel-Day and Production);
  • Reference Data management, and solution provisioning in the in-house CRM;
  • Customer operations Continuous Improvement through troubleshooting content management;
  • Being essentially a projects-oriented team, I'm highly involved with more and less technical stakeholders (Product Management, Pre-Sales, IT, Engineering, Customer Operations)
03/2013 - 09/2015, Reporting Backoffice Team Leader, Randstad Portugal, Lisboa, Portugal

Outsourced to NOS SGPS

  • Data gathering and manipulation (advanced Excel, including the use of VBA for time optimization), production of daily/weekly/monthly reports based on the company's KPI's, plus other on-demand reports;
  • Meetings with company's stakeholders to present data after preparing presentations mainly via Powerpoint;
  • Human resource management (workloads and schedules, payrolls and evaluations).
01/2013 - 02/2013, Backoffice Operations, Randstad Portugal, Lisboa, Portugal

Outsourced to ZON TVCabo (Company swap)

  • Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
  • Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
  • Direct channel with the customer service coordination, handling customer escalations.
11/2007 - 12/2012, Backoffice Operations, Novabase Digital TV, Lisboa, Portugal

Outsourced to ZON TVCabo

  • Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
  • Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
  • Direct channel with the customer service coordination, handling customer escalations.
07/2007 - 10/2007, Contact Center Assistant, Novabase Digital TV, Lisboa, Portugal

Outsourced to ZON TVCabo

  • Holistic first line technical support in the company's Internet and VoIP services, as well as e-mail account and antivirus configurations

Education

2007 - 2010, Computer Science and Engineering, Técnico Lisboa, Lisbon
09/2004 - 06/2007, Escola Secundária Padre Alberto Neto, Queluz, Lisboa, Portugal

Ciências e Tecnologias

Certifications

05/2017, ITIL Foundation v3, AXELOS Global Best Practice
02/2018, MTA: Database Fundamentals, Microsoft

Skills

Languages
Portuguese
English
Spanish
French

Strengths

Team Leading
Data manipulation
Reporting
Analytics
Passionate
Skillfull writer

On the works...

November-2017 - Started an academy in a set of Microsoft certifications, with the goal being to improve the skills I need to empower myself in the Business Intelligence and Database Management areas. With the course complete, these will be the acquired certifications:

  • MTA: Database Fundamentals (Done)
  • MCSA: SQL 2016 Database Administration
  • MCSA: SQL 2016 Database Development
  • MCSA: SQL 2016 Business Intelligence Development
  • MCSE: Data Management and Analytics

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