Dipl.-Ing. Manuel Fonseca

Investigation, resolution and escalation of all Incidents at the user’s desktop Assist users on the use of advanced features of office automation software Installation and replacement of hardware equipment and software in the user's office Installation of standard PC configurations On-demand installation of additional software Manage Major Incidents following a dedicated sub-process Support all ITIL processes, in particular the Problem, Change, Configuration, and Continual Improvement processes

• Desktop Support Engineer: o Level 2 and Level 3; • System Center 2012; • Manage Engine Service Desk; • Net Support Manager Control; • Citrix (Go To Assist);

• Desktop Support Engineer: o Level 1 and Level 2; • Laserfiche; • ManageEngine ServiceDesk; Website: http://abtran.com

RochestownPark Hotel Rollout of 20 PCs - Microsoft updates the installation (Windows and Office) - Set the Domain (Windows 7 and Virtual XP) - Installation and Virtual XP Mode Configuration - Installation and Hotel Management Software Configuration (Fidelio) - Transfer of Information from users of older PC's to the New PC's

Systems Administrator Windows Server 2008 R2 Std Web-site development through the Site Manager 5 Launch of the Porto House of the Future (Casa do Futuro do Porto) project.

Systems Administrator Windows Server and IPBrick o AD, DHCP, DNS and Backups o User and Network Management Participation In Projects and Change Management o Implement new Projects in the School o Presenting viable solutions for the evolution of computer facilities • On Site Support o Incident Resolution on Software and Hardware: o Maintenance and Network Expansion o Inventory o Stock Management o Mobile Configuration and Support o Configuration and Support on Printers • Hardware Technician

• Attracting new customers  Customer Portfolio Management  Management Staff  Raising contracts  Conducting budgets  Managing conflicts between employees in work

• Attracting new customers  Customer Portfolio Management  Raising contracts  Conducting budgets  Provide training platform “www.e-constroi.com“ to new users

•  Customer service  Stock management  Sales of products / equipment Vodafone  User SAP software  User Siebel Software

Hardware Technician o Desktop / Laptop / Server Repair;  HelpDesk  On Site Support o Incident Resolution on Software and Hardware:  User support in Windows and Office troubleshoot;  Fault Repair with Hardware, Software and Network; o Maintenance and Network Expansion; o Inventory Up to Date; o Recycle & Disposals; o Configuration and Support on Printers;  System Administrator o Active Directory, DHCP, DNS and Backups;

Hardware Technician o Desktop / Laptop / Server Repair  On Site Support o Incident Resolution on Software and Hardware:  User support in Windows and Office troubleshoot;  Fault Repair with Hardware, Software and Network; o Maintenance and Network Expansion; o Inventory Up to Date; o Recycle & Disposals; o Configuration and Support on Printers; System Administrator o Active Directory, DHCP, DNS, Exchange and Backups

Ethics and Education Conflict Management Education and Society Models of Educational Assessment Practices and Technologies of Information and Communication Principles of Teaching Seminars

Operating Systems Computer Architecture Systems and Computer Networks Database Manager Systems Administrator Analysis of computerized Systems Software Engineering Information Systems Computer Auditing Reliability and Quality Control Decision support systems Industrial Computers