Stenio Oliveira

As a deputy Team Leader, I play a crucial role in the development of IT processes and assist with hardware procurement, as well as the procurement of O365 and Adobe software. The job also involves ITSM administration, which includes managing ManageEngine and serving as the Change Advisory Board (CAB) Manager. I also fulfill project roles as needed. I also supervise a team of 6 Analysts.

My primary responsibility was to provide support to users through all channels of engagement. This included initiating the procedure for handling detected incidents and requests, providing effective interface with users, supporting and monitoring systems. I contributed to promoting high standards of professionalism across the Service Desk team and proactively took a continuous improvement and quality-centric approach. I was also heavily involved in Service Desk escalations from Incidents to Requests.

Participated in the Assistant General Manager Development Plan, which involved learning about the corporate, operational, and marketing aspects of the business. As part of my role, I represented the organization at several corporate events, including Manchester Chamber of Commerce, BNY Mellon, and ITV Media City, and I also established local business contacts and secured member benefits. Additionally, I was responsible for creating and presenting reports on various gym statistics to higher management.

Part of a team responsible for providing a comprehensive fault finding and repair service for customers. Configuring and installing a wide variety of hardware and peripherals including: desktop PCs, laptops, printers, cameras, scanners, visualisers, networks, active directories, network printers, TCP/IP and LANS.

Help requests from end users via both telephone and work orders and document all pertinent end user identification information. Build rapport and elicit problem details from help-desk customers, prioritise and schedule problems. Apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases and perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

Offer assistance to computer system users, such as desktop computers, printers, scanners, keep systems updated and running smoothly, upgrade them and its components when the needs emerged. Provide support to other students with Microsoft Package such as, word – access – Power Point and Excel. Report to Senior Tutor.