Adans Coelho
@adanscoelho
Multilingual IT service desk and ITSM manager focused on reliable operations.
United KingdomWhat I'm looking for
I am a competent, experienced and hard-working IT professional with a mature approach to work, skilled in Service Desk operations, ITSM (ServiceNow, Ivanti/Heat, BMC Remedy), and Microsoft 365/Azure administration. I have proven ability to adapt across languages and cultures, manage SLAs and KPIs, and lead teams while maintaining calm under pressure.
I have hands-on experience supporting EUC, SysAdmin, Operations, Professional Services and Customer Service functions, delivering escalations, shift-left initiatives, and service improvements. I am self-motivated, approachable and enjoy coaching, mentoring and driving continuous service improvement through strong communication and stakeholder collaboration.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Littlefish IT Ltd.
Jun 2019 - Present (6 years 4 months)
Managed daily service desk operations, meeting SLAs and KPIs while handling escalations and supporting M365, Intune, Exchange and endpoint management; coached staff and improved incident resolution processes.
IT Consultant
Computacenter
Apr 2015 - Jun 2016 (1 year 2 months)
Provided IT consultancy and technical support across infrastructure and end-user services, assisting deployments and improving operational processes.
2nd Line Analyst
HP Enterprise Services
Mar 2014 - Sep 2015 (1 year 6 months)
Provided 2nd line support resolving escalated incidents across Windows and macOS environments, contributing to knowledge management and improving first-time fix rates.
2nd Line Analyst
Capita IT
Sep 2014 - Sep 2014 (0 months)
Delivered second-line technical support and incident management, improving customer satisfaction through effective troubleshooting and stakeholder communication.
Education
Degrees, certifications, and relevant coursework
New College Nottingham
Digital Art and Design
2012 - 2012
Completed studies at New College Nottingham in 2012 focusing on digital artwork, design support and rapid acquisition of technical skills.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
PortugalJob categories
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