Taylor Filipe
Luanda
Summary
Industrious Information Technology with a background training and coaching peers to achieve project and personal goals. Reputable leader ready to evaluate client needs and find solutions that exceed expectations. Considered a focused decision-maker and offering a pleasant personality. Reliable Service Delivery Manager with positive attitude and dedication to deliver quality in all operational activities. Experienced leading warehouse teams to accurately fulfill orders. Displaying articulate communication skills and effectively partnering with management teams. Motivated IT with more than 18 years of experience recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings. Ready for a new position where attention to detail and a wide knowledge of technology can be utilized. Motivated high school student with a track record of academic excellence looking for part-time work. Intends to develop professional work experience utilizing excellent communication and time management skills. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Recent graduate with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Informantem - Bravantic
Luanda
09.2023 - Current
- Selected third-party vendor to support IT infrastructure in support of customer with nationwide retail stores.
- Analyzed customer feedback surveys results to identify opportunities for improvement.
- Analyzed customer feedback data to identify opportunities for improvement.
- Maintained records of customer interactions and complaints for future reference.
- Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
- Developed strategies and policies for resource infrastructure and allocation.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Developed long lasting and effective relationships with clients by providing onboarding, in-depth training and continuous technology support.
- Monitored all aspects of contracts with third party organizations to ensure that required services were delivered.
- Ensured SLA compliance and maintained service delivery quality standards.
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Collaborated with others to discuss new opportunities.
- Worked with cross-functional teams to achieve goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Completed day-to-day duties accurately and efficiently.
- Delivered products to customer locations on time.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Coordinated activities between departments to ensure smooth service delivery process.
- Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.
- Implemented bar coding system to identify location and quantities of requested items.
- Monitored and managed desktop support, IT services and VIP support functions to boost performance.
Head of the Development and Project Management
Marave, LDA
Luanda
01.2022 - 08.2023
- Worked with cross-functional teams to achieve goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Collaborated with others to discuss new opportunities.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained schedule of class assignments to meet deadlines.
- Planned and completed group projects, working smoothly with others.
- Completed day-to-day duties accurately and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
- Understood and followed oral and written directions.
- Delivered products to customer locations on time.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Modified existing software systems to enhance performance and add new features.
IT Manager & Sys Admin
BREE - Energias Renováveis e Engenharia Angola, S.A
Luanda
06.2018 - 12.2021
- Maintained strong knowledge of applicable regulations to guarantee that designs, operations and IT systems met those requirements.
- Assessed current infrastructure capabilities against future requirements.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Recruited, trained and supervised IT department staff.
- Reviewed and approved project plans prior to implementation.
- Worked closely with vendors to negotiate contracts and select appropriate products or services.
- Resolved conflicts between different stakeholders regarding IT projects.
- Evaluated emerging trends in information technology to recommend upgrades or improvements.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Trained staff members on various aspects of computer usage and software applications.
- Collaborated with other departments to develop innovative solutions for complex problems.
- Controlled operational IT budget and expenditures within department parameters.
- Updated project plans based on changing objectives, specifications and staff availability.
- Implemented strategies for improving customer service levels through enhanced use of technology.
- Provided company users with tech support for IT problems and account maintenance.
- Created centralized management capability by integrating warehouse management software applications.
- Procured IT resources for strategic and operational computing requirements.
- Analyzed workflows and established priorities for daily operations.
- Calculated agreed-upon metrics to assess system effectiveness and refine systems strategy.
- Maintained up-to-date knowledge of relevant technologies and equipment used in the organization.
- Performed regular system audits to identify potential risks or vulnerabilities.
- Supervised lifecycle processes pertaining to IT framework.
- Assessed system needs, improved design processes and enabled systems to align more closely with business expectations.
- Examined metrics and prepared IT project progress reports.
- Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
- Assigned and reviewed work of IT project managers, systems analysts and developers.
- Maintained knowledge of advances in information technology systems and applications.
- Created detailed documentation for software, hardware, and network configurations.
- Managed backup, user account and helpdesk systems.
- Identified opportunities for cost savings through improved efficiency in IT processes.
- Oversaw the development of databases, websites, intranets, extranets, and mobile applications.
- Developed and implemented IT policies and procedures to ensure compliance with industry standards.
- Supervised and trained 24 computer operator trainees, both onsite and remotely via internet and intranet, promoting full staffing with trained and knowledgeable employees.
- Managed the installation, configuration, maintenance, and troubleshooting of network systems.
- Delivered solution models and architectures to support business requirements, organization and industry standards.
- Recognized by management for providing exceptional customer service.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Planned and completed group projects, working smoothly with others.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
Senior IT Consultant
Consortium: LYPK, RAMIXAT & Sentido Positivo, LDA
Luanda
01.2020 - 12.2020
- Expanded or modified system to serve new purposes or improve workflow.
- Consulted with management to reach agreement on system principles.
- Analyzed customer data and identified areas of improvement in their systems architecture.
- Developed strategies and plans for IT projects to ensure successful implementation.
- Coordinated system installations, testing and code corrections.
- Identified hardware, software, and infrastructure requirements for clients.
- Provided guidance on selecting appropriate technology solutions based on budget constraints.
- Configured routers, switches, firewalls, servers, and storage devices according to organizational policies.
- Deployed patches, updates, and other changes as needed across multiple platforms.
- Troubleshot program and system malfunctions to restore normal functioning.
- Monitored system logs for suspicious activity or anomalies indicating a security breach attempt.
- Evaluated existing IT systems for potential risks or vulnerabilities.
- Tested, maintained and monitored computer programs and systems.
- Mentored and trained junior consultants on best practices for IT consulting.
- Modified existing software systems to enhance performance and add new features.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
- Implemented disaster recovery procedures to ensure continuity of service in case of an emergency.
- Trained staff and users to work with computer systems and programs.
- Provided technical advice and support to customers regarding system upgrades, configurations, and installations.
- Resolved complex network connectivity issues in a timely manner.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
Senior IT Consultant & Sys Admin
CPCAfrica, LDA
Luanda
01.2016 - 12.2018
- Troubleshot program and system malfunctions to restore normal functioning.
- Provided technical advice and support to customers regarding system upgrades, configurations, and installations.
- Analyzed customer data and identified areas of improvement in their systems architecture.
- Tested, maintained and monitored computer programs and systems.
- Evaluated existing IT systems for potential risks or vulnerabilities.
- Conducted extensive research into new technologies that could improve customer operations.
- Expanded or modified system to serve new purposes or improve workflow.
- Implemented disaster recovery procedures to ensure continuity of service in case of an emergency.
- Mentored and trained junior consultants on best practices for IT consulting.
- Facilitated knowledge transfer sessions between team members to share expertise.
- Prepared and presented technical proposals for clients.
- Coordinated system installations, testing and code corrections.
- Provided guidance on selecting appropriate technology solutions based on budget constraints.
- Trained staff and users to work with computer systems and programs.
- Monitored equipment functionality to verify optimal performance and adjust system controls.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Developed strategies and plans for IT projects to ensure successful implementation.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
- Identified hardware, software, and infrastructure requirements for clients.
- Resolved complex network connectivity issues in a timely manner.
- Configured routers, switches, firewalls, servers, and storage devices according to organizational policies.
IT Senior System Administrator
Sonangol Pesquisa & Produção
Luanda
01.2013 - 10.2015
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.
- Managed email routing and internal message protocols to support reliable delivery of communications.
- Set up, optimized and managed network equipment.
- Installed and maintained firewalls to secure on-site and cloud-based hardware against unwanted intrusions.
- Determined and alleviated hardware, software and network issues.
- Spearheaded server infrastructure development, quality control, staging and production operations.
- Ensured compliance with all applicable laws and regulations regarding information security standards.
- Designed, configured and tested computer hardware and operating system software.
- Developed scripts to automate routine tasks.
- Improved job tasks and mentored junior team members on best practices and standards.
- Installed, tested and evaluated new systems, applications and patches.
- Coordinated with vendors and company personnel to facilitate purchases.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Automated repetitive administrative tasks to shorten work times and reduce required personnel.
- Promoted continuous improvement for IT governance processes.
- Configured, monitored and maintained email applications or virus protection software.
- Installed security software to protect networks.
- Monitored network performance to determine adjustments needed.
- Submitted recommendations regarding infrastructure overhauls.
- Delivered reliable support for server-class systems.
- Managed network-related projects from concept to implementation.
- Implemented and provided technical support for voice services and equipment.
- Designed endpoint management strategy for operation of various systems and devices.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Supported, configured, maintained and upgraded customer networks and in-house servers.
- Troubleshot application errors and provided technical support to end-users.
- Analyzed system logs to identify suspicious activities or anomalies.
- Monitored application and print servers, rapidly responding to faults and malfunctions.
- Conducted research on emerging technologies in support of system enhancement initiatives.
- Researched, recommended, configured, and supported hardware and software for multiple departments.
- Maintained inventory of hardware assets including servers, laptops, desktops.
- Participated in design reviews, code inspections, test plan creation and execution.
- Orchestrated and oversaw upgrades to system hardware and software.
- Modified existing software systems to enhance performance and add new features.
- Delivered products to customer locations on time.
- Assisted in the development of disaster recovery plans for different systems and networks.
- Implemented security measures such as firewalls, antivirus programs.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
Senior IT Consultant
Grupo Jukanda, LDA
Lubango
01.2012 - 10.2013
- Expanded or modified system to serve new purposes or improve workflow.
- Analyzed customer data and identified areas of improvement in their systems architecture.
- Developed strategies and plans for IT projects to ensure successful implementation.
- Identified hardware, software, and infrastructure requirements for clients.
- Configured routers, switches, firewalls, servers, and storage devices according to organizational policies.
- Deployed patches, updates, and other changes as needed across multiple platforms.
- Managed vendor relationships by negotiating contracts, setting expectations, and monitoring performance.
- Troubleshot program and system malfunctions to restore normal functioning.
- Monitored system logs for suspicious activity or anomalies indicating a security breach attempt.
- Evaluated existing IT systems for potential risks or vulnerabilities.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
- Developed comprehensive documentation outlining the scope of work completed during each project engagement.
- Implemented disaster recovery procedures to ensure continuity of service in case of an emergency.
- Prepared and presented technical proposals for clients.
- Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
- Defined system goals and devised flow charts and diagrams describing logical operational steps.
- Coordinated and linked computer systems within organization to increase compatibility to share information.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
IT Helpdesk Technician
Pamida, LDA
Luanda
01.2006 - 12.2011
- Maintained positive working relationship with fellow staff and management.
- Provided technical support to internal customers in a timely manner.
- Monitored support activity trends to create problem resolution and solution reports.
- Set up virtual private networks for secure remote access.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Used remote login tools to assist clients with technical and product questions.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Provided assistance with mobile device setup and configuration.
- Collaborated with other departments to ensure alignment between business objectives and technology initiatives.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Installed and configured new hardware, software and peripheral devices.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Monitored server performance metrics to ensure optimal operation of IT services.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Developed processes for resolving customer complaints related to IT services.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Updated documentation related to IT procedures and policies.
- Collected, analyzed and reported on data for use in operational planning.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Understood and followed oral and written directions.
Education
Diploma in Information Technology Management (IT Manager) - Information Technology
Alison Empower Yourself Academy
Online Course08-2023
Bachelor of Science - Information Technology
Universidade Gregório Semedo
Luanda12-2015
High School Diploma -
IMNE "António Jacinto" Cazenga
Luanda12-2006
Skills
- Operations Support
- Client Relationship Management
- Customer Engagement
- Solutions Development
- Effective Listening and Communication
- Performance Improvement
- Highly Skilled in [Hardware and Software]
- Client Relationships
- Incident Investigation
- Mentoring and Training
- Route Planning
- Schedule Coordination
- Technology Evaluations
- Project Implementation
- Project Planning
- Risk Mitigation
- Process Flow Validations
- Client Needs Assessments
Languages
Portuguese
First Language
English
Advanced (C1)
C1
Spanish
Advanced (C1)
C1
Certification
CCNA (Cisco Networking Academy) | Electronic Security systems (CCTV Operator Training Course and Introduction to CCTV |Systems & AutoCAD Layouts)| Cisco Introdution Cibersecurity | Cisco Cybersecurity Essential| Microsoft Systems and Network Administrator | VMware Administration version ESXI 5.5 & 6 (Virtualização) | Virtual Systems Management with Hyper-V | MS Exchange based e-mail system administrator | H.U.E.T Training | Instructor lead training (ILT) and Managing O365 Identities and Services | Telecom Training link P2P with WiMAX, Ubiquity, IsoStation antenna .
Computer Networking and structured cabling | Training and Certification by HP with the following certifications, Modules: HPE Switches and Routers Service Qualification | HPE Modular Storage Arrays (MSA) Service and Solution Qualification HPE Proliant Blade/ML/DL/SL/and Apollo Service and Solution Qualification | HPE Store Fabric Service and Solution Qualification)
Affiliations
- I am a hard-working and driven individual who isn't afraid to face a challenge.
- I'm passionate about my work and I know how to get the job done.
- I would describe myself as an open and honest person who doesn't believe in misleading other people and tries to be fair in everything I do.
Timeline
Service Delivery Manager
Informantem - Bravantic
09.2023 - Current
Head of the Development and Project Management
Marave, LDA
01.2022 - 08.2023
Senior IT Consultant
Consortium: LYPK, RAMIXAT & Sentido Positivo, LDA
01.2020 - 12.2020
IT Manager & Sys Admin
BREE - Energias Renováveis e Engenharia Angola, S.A
06.2018 - 12.2021
Senior IT Consultant & Sys Admin
CPCAfrica, LDA
01.2016 - 12.2018
IT Senior System Administrator
Sonangol Pesquisa & Produção
01.2013 - 10.2015
Senior IT Consultant
Grupo Jukanda, LDA
01.2012 - 10.2013
IT Helpdesk Technician
Pamida, LDA
01.2006 - 12.2011
Diploma in Information Technology Management (IT Manager) - Information Technology
Alison Empower Yourself Academy
Bachelor of Science - Information Technology
Universidade Gregório Semedo
High School Diploma -
IMNE "António Jacinto" Cazenga
Similar Profiles
Lance WinterLance Winter
Travelling SEA at -Travelling SEA at -
Paula Andra MateiPaula Andra Matei
Maternity leave at -Maternity leave at -
Collin GravesCollin Graves
CEO/Owner Construction Business at -CEO/Owner Construction Business at -