cv_marianafernandes_2016_en

Curriculum Vitae

PERSONAL INFORMATION Mariana Inês da Costa Fernandes

[email protected]

93 405 26 31

pt.linkedin.com/pub/mariana-fernandes/98/8b/537/

Gender Female | Birth Date 10/02/1981 | Nationality Portuguese

PROFESSIONAL SKILLS

October 2015 - ITIL Process Manager

Siemens, S.A.R. Irmãos Siemens 1,

2720-093 Amadora

PORTUGAL

https://www.siemens.com/entry/pt/pt/ https://www.siemens.com/entry/cc/en/

© União Europeia, 2002-2013 | http://europass.cedefop.europa.eu Página 1 / 10

https://www.siemens.com/entry/cc/en/

https://www.siemens.com/entry/pt/pt/

http://pt.linkedin.com/pub/mariana-fernandes/98/8b/537/

mailto:[email protected]

Curriculum Vitae

As part of the IT Change and Problem Management Team, the main roles and responsibilities consist

of:

Process Manager

• Review, maintain and update all the Patch Release and Problem Management processes

Documentation (Work Instructions, Guidelines, Manuals, Technical Specifications, Forms,

Procedures);

• Analyze and identify Patch Release and Problem Management processes improvements needs;

• Assist in promoting the implementation of ITIL best practices.

Problem Manager

• Monitoring of problems under analysis and their current progress and status;

• Coordination with the technical teams to ensure problem resolution;

• Promote actions to fix interruptions to service caused by errors/faults in the IT infrastructure;

• Production of statistics and reports to demonstrate performance of the Problem Management

process.

Patch Release Manager

• Monitoring of patch release progress to ensure application releases are delivered on time;

• CERT Prio 1 and Prio 2 Patch Releases Monitoring, by controlling the unscheduled servers and

sending email reminders/escalations to the responsible technical teams, accordingly with the timelines

defined under the Patch Release Management Process and guaranteeing the proper prioritization

and implementation on all the affected CI’s;

• Responsible for the communication with the costumer, replying/clarifying all the related queries raise;

• CISO Report elaboration and delivery.

End Of Life Projects

• Liaise with the Service Managers for both Applications and Infrastructure the servers that are

reaching its end of life/support;

• Assist in End of Life Projects Reporting.

Knowledge Management

• Implementation of a new Knowledge Management Database;

• Ensure that knowledge and information are gathered, analyzed, stored and shared properly;

• Improve efficiency of processes by reducing the need to rediscover knowledge.

Audits

• Support the Management on gathering the relevant information/evidences for the Annual Audit


Curriculum Vitae

accordingly with the internal controls defined and with the ISO 9001, ISO 27001, among others.

• Evaluate, analyze and generate reports for the Annual Audit

Project Management

• Annual DC Redesign Management

The IT Tools used to develop these activities are mainly:

• Taylor made IT Systems Tools;

• Microsoft Office;

• CMDB AixBoms;

• Microsoft Visio;

• BMC Remedy IT Service Management;

• ServiceNOW;

• SharePoint

Type of company or sector

Engine, generators and transformers manufacturing

November 2014 - September 2015 ITIL Process Controller – Change Controller

Fujitsu Technology SolutionsEdifício Colombo, Torre Oriente

Av. Colégio Militar nº37F - 3ºPiso

1500-180 Lisboa

PORTUGAL

http://www.fujitsu.com/pt/

http://www.fujitsu.com/global/


http://www.fujitsu.com/global/

http://www.fujitsu.com/pt/

Curriculum Vitae

As part of the implementation of the project of Fujitsu Services Delivery (Fujitsu Lisbon GDC) for ING,

a Dutch global financial institution, and with the main goal of providing a single point of contact

between the Client and Fujitsu regarding all the changes (RfC) in the Client IT System Control, the key

activities as ITIL Process Change Controller consist of:

Receive, log and allocate a priority, in collaboration with the initiator, to all RFC’s;

Ensure the RfC information/data quality;

Provide the RfC Assessment (Risk, Impact, Urgency and Change Category);

Reject any RFCs that are totally impractical;

Provide the RfC approval as a member of the TCAB;

Circulate all RFC’s to ING CAB members in advance of meetings to allow prior

consideration;

After consideration of the advice given by the DCAB, authorize acceptable Changes;

Coordinate with all necessary parties to perform Change building, testing and

implementation, in accordance with schedules, assuring that de CIP related to the change

is followed;

Coordinate with the resolver team to receive the PIR when needed;

Update the Change log with all progress that occurs, including any actions to correct

problems and/or to take opportunities to improve service quality;

Review all implemented Changes to ensure that they have met their objectives;

Produce RfC's KPI's Reports;

Elaborate the Change Process Management Documentation (Work Instructions,

Manuals);

Close ING RfC’s.

The IT Tools used are mainly ITIM, HPSC, ServiceNow, Microsoft Excel, ITIL.


Information Technology, Equipment and Services Delivery Company

October 2011 - October 2014 European Data Manager

ERP PortugalCentro Empresarial Ribeira da Penha Longa

Rua D. Dinis Bordalo Pinheiro, 467 B

2645-539 Alcabideche

PORTUGAL

https://www.erp-recycling.pt/

https://erp-recycling.org/


https://erp-recycling.org/

https://www.erp-recycling.pt/

Curriculum Vitae

Inserted in the department of IT (Information Technologies), performing mainly the following activities:

Maintenance of data in ERP's IT systems, assuring their integrity, consistency and quality.

Extraction of legal requirements and business intelligence data;

Participate in continuous development of IT systems, supporting testing processes and

design of new resources;

Support the development process in relation to data organization, data requirements, data

requirements of conformity and compliance and testing of systems;

Provide support to employees of ERP in each country, extraction, organization an d

manipulation of data to report to local authorities, as well as business intelligence;

Monitoring data in the system, enforce data integrity and data quality and consistency

Maintenance and updating of the MySQL databases;

Preparation and management reports in ERP systems (MySQL Queries);

Project management of implementing SharePoint in the organization (Sites, Document

Libraries, permissions, customizing, training);

Provide training in various areas of the IT department, including Office 365 (One Drive,

SharePoint, SharePoint Social), Office 2013 – Outlook, Encryption, Drive HQ (Backup

Tool), ERP IT Systems, Knowledge Tree (past organization DMS);

Track software licenses installed and used by employees on desktop/laptops, acquired

and made available by ERP (Spiceworks - IT Assets Management Tool);

ERP IT Systems performance and usage reporting based on data extracted from Google

Analytics;

Product support;

Consolidation and d preparation of monthly reports of Operational key performance

indicators (KPI) for all countries ERP universe;

Preparation of technical documentation (Full Elaboration of ERP SharePoint Manual, ERP

Systems Manuals, Database Manuals);

Preparation of Documentation support for ISO 9001 and ISO 27001 accreditation (work

instructions, technical procedures, forms).


Electrical and Electronic Equipment Wastes Management Company

June 2011 - October 2011 Commercial Assistant

SidulEstrada Nacional 10, km 10,6

2690-364 Stª Iria de Azóia

Portugal

http://www.sidul.pt/


http://www.sidul.pt/

Curriculum Vitae

Inserted in the Marketing Department, the main activities performed were:

Maintenance of data in SAP (prices and discounts for customers);

Maintenance of files in Excel for the analysis of PL from Customers an d calculation of

accruals;

Construction and maintenance of the Consumers Database;

Expedition of offers to the Consumers;

General administrative support (phones, files, liaison with sales team).


Sugar Refinery

October 2007 - October 2010 Administrative Assistant – Data Analyst

Nielsen PortugalRua D. Filipa de Vilhena, 38

1049-004 LISBOA

Portugal

http://pt.nielsen.com/

As part of the implementation of the project “New factory”, which is the commissioning of a new

computer system of production and quality control of all databases (information support provided to

AC Nielsen customers) from the old platform, the main activities developed consist of:

Building, comparisons and analysis of data processed in the old factory versus those produced in the

new IT platform, identifying existing problems, especially in terms of values and statistics (sales value,

sales quantity, unit sales, prices, stocks, and others), coding of items, instruction and structure of

databases, establishing corrective and quality improvement measures for subsequent delivery to the

customer. This analysis is done by using various computer software, namely Microsoft Office Excel

and Oracle SQL Developer, as well as programs developed by AC Nielsen for instruction, structure

and analysis of databases, such as Nitro (Macro in Excel environment), Eclipse (Oracle), Extra

Mainframe, TSO (SAS environment).


Market research and public opinion polling

December 2000 - February 2001 Telephone Interviews and Market Studies

MarktestR. de São José nº 183, 2º

1169-116 Lisboa

http://www.marktest.com/


http://www.marktest.com/

http://pt.nielsen.com/

Curriculum Vitae

Approach to the target audience in order to investigate the projection and the impact of

advertisements for the products under study and transmitted through various media (TV, radio, press,

writing, outdoors), on the sample under study.


Market Research and public opinion polling

October 2000 - December 2000 Telephone Interviews of Market Studies

Euroteste-Marketing e Opinião S.APraça José Queirós, 1 ,3º - Fracção 1/3

Lisboa

1800-237 LISBOA

Approach to the target audience in order to ascertain the degree of customers satisfaction regarding

the reception, care and referral of the situation that motivated him to go to one of the establishments

inserted in the sample representative of continental Portugal + islands study


Market Research and public opinion polling

EDUCATION AND TRAINING

03 April 2014 ITIL Foundation Certification

Axelos17 Rochester Row

London

SW1P 1QT

United Kingdom

https://www.axelos.com/

Certificate Number 02849715-02-LW95

29 October 2013 – 31 October 2013

SharePoint Online 2013 Course

MicrosysVia A. da Recanate 1

20124 Milano, Italy

http://www.msys.it/Pagine/Home.aspx


http://www.msys.it/Pagine/Home.aspx

https://www.axelos.com/

Curriculum Vitae

February 2007 - May 2007 Traineeship 16 Valores

Health Center Carnaxide – Public Health ServicePraceta Teixeira de Pascoais, lote 6

2790-155 Carnaxide

http://www.cscarnaxide.min-saude.pt/ext/carnaxide/

Trainee Environmental Health – Public Health

The main activities consisted of:

Conducting surveys in various types of establishments, including schools, restaurants,

bars and shops;

Procedure steps following health complaints;

Design and deliver training actions for medical assistants, nurses and doctors, covering

the following topics: “Health Care Waste Management””, “Labor Accidents in Hospital

Environment”;

Preparation of Fire Emergency Plan – Health Center Carnaxide, Linda-a-Velha Extension;

Development Plan of Hospital Waste Management – Health Center Carnaxide

May 2007 - July 2007 Traineeship 17 Valores

Consulsafety – Segurança, Ambiente e Medicina no Trabalho, Lda.Rua José Afonso, nº 5 - 2º Esq

Laranjeiro,

2810-237 Almada

http://www.consulsafety.com/

Trainee Environmental Health – Safety, Environment and Occupational Health

Main performed activities in the scope of this traineeship:

Analysis of legislation concerning hygiene and safety at work;

Preparation of audit schedules;

Conducting audits of various types of facilities and institutions, such as factories,

educational institutions, building, among others;

Audit Reports;

Approach to the various methods of risk analysis at work.

October 2004 - July 2007 Graduate Degree - Saúde Ambiental

Escloa Superior de Tecnologia da Saúde de Lisboa

http://www.estesl.ipl.pt/


http://www.consulsafety.com/

http://www.cscarnaxide.min-saude.pt/ext/carnaxide/

Curriculum Vitae

October 1996 - July 2000 High School Degree - Biology/Biological Sciences, General 14 Valores

Escloa Secundária de Miraflores

http://www.aemiraflores.edu.pt/joomla2/index.php/es-de-miraflores/a-escola

PERSONAL SKILLS

Main language Portuguese

Other languages UNDERSTANDING SPEAKING WRITING

Oral understanding Reading Oral interaction Oral production

English C2 C2 C1 C1 C2

Spanish B2 B2 A1 A1 A2

French B1 B2 A1 A1 A2

Níveis: A1/2: Utilizador básico - B1/2 utilizador independente - C1/2: utilizador avançadoQuadro Europeu Comum de Referência para as Línguas

Communication Skills Good communication skills gained through work experience;

Team spirit;

Ability to adapt to multicultural environments (singer in musical projects);

Communication skills (Training provider).

Technical skills Reporting Expert;

Excel Expert;

Technical Documentation development and preparation;

Good knowledge of Management of SQL databases;

Training in the management of hospital waste and occupational accidents, under the

Apprenticeship;

Diverse background in IT (MySQL, SharePoint, etc.);

Certification ITIL Foundation License 02849715-02-LW95 .

Good Knowledge of ITSM Tools, namely HPSC and ServiceNow

Computer skills SQL;

Excel, Word and PowerPoint, MySQL, Share Point, Office 365, Drive HQ, Knowledge Tree,

HPSC, ServiceNow

Internet tools, including Microsoft Outlook, Internet Explorer, Mozilla Firefox, Google

Chrome.


Curriculum Vitae

Other skills Handicraft (cross stitch, knitting, sewing, jewelry);

Music (Singer in music projects/Studies in Opera singing/Musical training);

Driving License B

ATTATCHEMENTS

Letters of Recommendation

Training Certificates


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