Filipe Moreira
ITSM Solution Designer
Melbourne,Vitoria
Summary
Experienced IT professional with over 15 years of demonstrated success in the industry. Expert in navigating diverse and complex environments, specializing in IT Service Management (ITSM) and IT Operations Management (ITOM). Proficient in implementing ITIL-based processes and skilled in utilizing major ITSM tools including ServiceNow and OpenText Service Manager. Possess a strong vision for translating business needs into technical solutions, with a proven track record of successful implementation and integration of ITSM tools.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Certificates
Work History
ITSM Solution Designer
Nokia
Sydney, NSW
10.2019 - 5 2024
- Proposed, designed, and architected solutions for new and existing systems.
- Troubleshoot development and production problems across multiple environments and operating platforms.
- Conducted regular code reviews to improve code quality, design, and tests.
- Collaborated with stakeholders and product owners.
- Handled multiple tasks and adapted to a constantly changing environment.
- Experienced in ServiceNow configuration, customization, and administration.
- Participated in ServiceNow and OpenText Service Manager integration developments with different platforms.
- Demonstrated knowledge of REST, API design best practices, modern web design (CSS, HTML, etc.), and JavaScript.
- Supervised deployments and provided troubleshooting and user support.
ITSM Consultant
Novabase
Lisbon, Lisbon
04.2015 - 08.2019
- Proactively detect and prevent problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
- Responsible for the implementation of the Incident Management, Problem Management, Change Management and Configuration Management modules in ITSM Tool.
- Worked with OpenText Service Manager tool with process designer.
- Participated in OpenText Service Manager integration developments with different platforms.
- Prepare statistics, KPI and trend reports for use in the incident/problem management process. Identify problems through the review and focus on optimizing processes
- Proved successful working within tight deadlines and a fast-paced environment.
ITSM Technical Consultant
HPSDS
Lisbon, Lisbon
01.2011 - 03.2015
- Defined, designed, and implemented HP Service Manager solutions and ensure they are aligned with business requirements.
- Configured and enhanced ITSM toll platform used scripts and application capabilities.
- Provided technical expertise in identify, evaluate, and developed effective solutions and procedures that meet user requirements.
- Created and maintained system design and end user documentation for all applications in the ITSM platform.
- Responsible for troubleshooting any errors found in the ITSM configuration.
- Handle technical escalations, including responding to defects and incidents promptly.
Junior Technical Developer
GFI
Lisbon, Lisbon
04.2008 - 08.2011
- Cultivated interpersonal skills by building positive relationships with others.
- Optimized helpdesk operations by implementing ITIL best practices, streamlining support processes and improving customer satisfaction.
- Built customizations to ITSM tools and software using HTML, CSS and JavaScript among others.
- Achieved improved website functionality by designing and integrating APIs with JavaScript frameworks.
Education
Master of Science - Software Engineer
Institute University of Lisbon, ISCTE
Lisbon 04.2008 - 05.2010
Bachelor of Science - Computer Science
University Lusófona, Lisbon
Lisbon 01.2000 - 05.2005
Skills
JavaScript
undefinedCertification
ITIL Foundation V3, 07/01/2010
Timeline
ITSM Solution Designer
Nokia
10.2019 - 5 2024
ITSM Consultant
Novabase
04.2015 - 08.2019
ITSM Technical Consultant
HPSDS
01.2011 - 03.2015
Junior Technical Developer
GFI
04.2008 - 08.2011
Master of Science - Software Engineer
Institute University of Lisbon, ISCTE
04.2008 - 05.2010
Bachelor of Science - Computer Science
University Lusófona, Lisbon
01.2000 - 05.2005
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