César Miguel Ferreira
Network Engineer
41 years old
Driving License
Maia (4425-411) Portugal
Professional Status
Employed
Unavailable
About Me
Keep calm and enjoy your life
Diploma of Engineer in Computer Science, Network and Telecommunications
ESAIP
September 2009
to September 2012
Selective French School of engineering conferring the French Engineer’s Diploma and Master Grade (5-year University level studies)
IT Security speciality
Learn more
IT Security speciality
2-year University programme in Science and Technology, specialized in Networks and
Telecommunications
Telecommunications
French equivalent of A-levels, general scientific studies with a specialization in maths
Project Manager
Sopra Steria Spain
October 2017
Full-time
Barcelona
Spain
- Project: CS Manager – Services Center
Project PROD Manager
Application used to manage resources in each project, tracking, following, planning and requirements. Intern project where new junior employees, recently incorporated, can integrate to start developing their skills - Customer relationship (Product Owner in Sopra Steria)
- Activity piloting: tasks following and customer requests
- Team management
- Leadership
- Following requirements defined by the customer, support to the development team
- Following tests
Project Manager
Sopra Steria Spain
January 2017
to June 2017
Full-time
Barcelona
Spain
- Project: GIP-MDS – Services Center
Project HAPI/ARS
Application used by each Heath Regional Agency (ARS: Agence Régional de Santé) to assign and manage a budget for each beneficiaries (association, hospital, doctor, health insurance, etc.) in function of an envelope and a nomenclature. - Customer relationship (Front Client)
- Scheduling planning with the application responsible
- Activity piloting: customer´s budget and requests following
- Piloting meeting (COPIL, etc.)
- Team management
- Leadership
- Following requirements defined by the customer, support to the development team
- Following tests preparation and testing phase, working with the functional responsible
Service Manager
Sopra Steria Spain
January 2016
to December 2016
- Project: Cofidis
Telephony convergence project - From January to June, working closely with the IT Helpdesk Service before the migration. Organizing tests schedules between users and provider (3 teams). Following tests with operational users, reporting errors and checking solutions with users. Weekly follow-up with both parts, through a planning in place
- From June, post migration phase, ticket and incident management, weekly follow-up and reporting (more for major incidents which impact the production and the global business, also for requests to improve production tools functionalities)
- Direct contact with both users and provider to have a better time response foreach incident. Explaining and coaching operational teams.
- Creating documentation for the several tools used by Telephony Organization
Service Manager
Sopra Steria Spain
November 2015
to December 2015
Full-time
Barcelona
Spain
- Project: Sabadell Bank
Manage the infrastructure offices renewal (ADSL/Optical Fiberand computers), logistic and financial parts - Following daily SLA of Oficina Directa and preparing monthly presentation
- Action plan to improve IT service support
Customer Experience Analysis SME (Subject Matter Expert)
Computacenter ISC
March 2015
to November 2015
Full-time
Barcelona
Spain
- To identify areas of improvement & solutions to improve Customer Experiencethrough the analysis of SLA’s, KPI’s, Shift Left, CSAT & Root Causes for issues
- Analysis
Perform ticket/call/report analysis on failures related to Scope, Knowledge,Access, and Human Error
Identify knowledge gaps (training, process, personal improvement)
Identify shift left opportunities through ticket analysisIdentify opportunities to improve productivity/efficiency through ticket analysis
Identify root cause through analysis and making recommendations for resolutionof Problems
Transform analysis of the above into action plans - Documentation/Processes
Identify documentation gaps through analysis
Identify process optimization opportunities through analysis
Report gaps to Process/Document SME - Training Support
Measure and report the impact of training on KPIs
Work with Training SME to transform analysis findings into training materials
IT Analyst Level 2
Computacenter ISC
April 2013
to March 2015
Full-time
Barcelone
Spain
- To provide higher level technical or specific multitasking engineering skills to
users and colleagues as part of the service offered to the customers by the
international support centre - From June to November 2013: Network SME, after training with the Networkteam on Airbus site. With interpersonal skills, a strong relationship has beenestablished, which created a better contact. The aim was to understand what thecustomer wants. To decrease the misrouted tickets in network domain and to fixthe target of the contract, a queue was used to manage all those incidents andthen a tool was created, helping the analysts to ask and fill the mandatoryinformation. The target was fixed and the misrouted tickets decrease around80%
- From February to May 2014, working on Escalations/Complaints in Servicedeskside, directly in contact with the Escalation Team from Airbus.From May to October 2014, Escalation Management step 1, dealing with allescalations from the customer and Servicedesk. The aim is to be sure that theincidents are resolved, that the processes are correctly followed and that eachteam makes properly its job. We also work with the Airbus Quality team toimprove the processes and provide feedback to the step 2 and L1 agents bycoaching them
- From October 2014 to February 2015, ‘Pilote’ of L1 teams. The objective was tohelp them when they needed during a call, a mail or a backlog ticket. I alsocoached them on how to handle some issues, giving some tips and more ITinformation. Collaborating with Team Leader and following each Daily KPI report,it was a way to create a strong relationship and manage the L1 team, which washelpful for the Team Leader. If some incidents needed to be investigated, I tookthe ownership to analyse and contact the customer to check with him/her. Acontact is directly created and I followed up the issue until the resolution. At theend, the aim was also for the customer to have a direct contact in Servicedeskand to be sure that the incident would be handled, creating a trust relationship
Research Engineer / Project Manager
The Best Match
October 2012
to December 2012
Full-time
Sitges
Spain
- Team Management
- Project Management
- Quality Tests
- Deployment and applications monitoring
Webmaster
The Best Match
March 2012
to August 2012
Internship
Sitges
Spain
- Establishment of a SEO strategy
Creation of websites using WordPress, SEO - Content integration
- Installation of a file server using Windows Server 2008
Web developper
SARL Rezolokal
July 2011
to August 2011
Internship
Angers
France
- Development of a user system comments in a website of classified ads
- Development of a back office to moderate comments
- Development of the front office : simplify the registration process specific to comments, to improve the customer experience
Webmaster
Maison d'Amérique Latine en Rhône-Alpes
July 2008
to December 2008
Volunteer Work
Lyon
France
- Website creation for the association
- Learning of web technologies : XHTML, CSS, PHP
On-site IT Technician
CNE CHOREGIE
July 2008
to August 2008
Temporary Replacement
Tours
France
- Maintenance of IT equipment, deployment, Level 1 support
- Windows Servers 2003 administration
System/Network Administrator
IUT de Poitiers, site de Niort
March 2008
to June 2008
Internship
Niort
France
- Installation, configuration of a Web server (Apache) / FTP (ProFTP) using Linux
- Students identification with their LDAP university creditials
On-site IT Technician
CNE CHOREGIE
July 2007
to August 2007
Temporary Replacement
Tours
France
- Maintenance of IT equipment, deployment, Level 1 support
- Windows Servers 2003 administration
IT Technician
Crystal Groupe
April 2007
to June 2007
Internship
Naveil
France
- Installation, configuration of a proxy/firewall using Linux
- Maintenance, deployment and After-sales service
- 1984
- Farenheit 451
- Brave New World
- Harry Potter saga
- Tolkien saga
- IT books
- PC (Steam)
- PlayStation (PS5)
- Nintendo Switch
- Symphony orchestra
- Pop
- Movies music
- Classic music
- Commercial music
- Denmark (Aarhus, Horsens, Billund)
- Spain (Salamanca, Madrid, Toledo, Alicante, Sevilla, Mallorca, Menorca, Ibiza, Formentera, Barcelona, Besalu, Banyoles, Lloret del Mar, Tossa del Mar, Tarragona, Sitges)
- Portugal (Porto, Lisboa, Fatima, Coimbra, Lagos, Guimarães)
- Luxemburg
- Croatia (Dubrovnik)
- Dominican Republic (Punta Cana, Isla Saona, Samana)
- Italy (Florencia, Roma, Pompeii, Naples, Capri, Herculanum, Vatican, Mount Vesuvius)
- Peru (Lima, Mancora, Cusco, Machu Picchu, Urubamba, Tarapoto, Ica, Huacachina)
- Karate
- Football
- Pool
- Adventure/Action
- Comedy
- Science Fiction
- ITIL Foundation v3
- Project Management
- Leadership
- Quality management
- Incident management
- Service management
- Time Management
- Coaching
- CEH (Certified Ethical Hacker)
- CCNA
- DNS (Windows Server and Debian - Bind9)
- DHCP (Windows Server and Debian)
- Active Directory (Windows Server 2003, 2008 and 2012)
- LDAP (Debian)
- Mail (Windows Server and Debian)
- Web (Apache - Debian/Ubuntu Server)
- FTP (ProFTP - Debian)
- Firewall (Iptables, Ipchains)
- Proxy (Squid)
- VPN (IpCop)
- Oracle (Windows)
- SQL Server
- Windows XP to Windows 10
- Linux (Debian / Ubuntu)
- Windows Server 2003, 2008 and 2012
- IpCop
- Xen
- BackTrack
- C
- C#
- Java
- J2EE
- XHTML, CSS
- Javascript
- PHP
- Shell (Bash)
- SQL
- Smarty Template
- Python
- Cloud (Saas, Iaas, Daas, Azure and AWS)
- Office 2003 to 2010
- Filezilla (server and client)
- Notepad++
- Visual Studio 2010
- Dolibarr (ERP)
- WAMP, XAMP, LAMP
- Eclipse
- Xen, VMWare, VirtualBox
