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