Pedro Antunes

As IT Service Manager, I established a Help Desk & Customer Success department focused on superior customer support. I developed automated processes to enhance efficiency and service delivery, significantly reducing response times. I also led the integration of software solutions and managed recruitment and training for a high-performance team.

In this role, I assisted team members in improving process quality and aligned technology to enhance business operations. I conducted performance reviews and managed stakeholder coordination, focusing on ITIL process improvements and customer service functions.

Managed the Help Desk team, ensuring timely and accurate customer service. Established best practices for technical support and collaborated with McDonald's IT to create user-focused goals.

Coordinated onsite teams and provided local support for McDonald's applications. Responsible for remote deployment and IT service desk prevention, ensuring smooth operations.

Provided first-level IT support for McDonald's, logging and tracking service desk contacts. Responsible for IT equipment installation and addressing hardware/software issues.

Achieved ITIL 4 Foundation Certificate in IT Service Management, enhancing skills in service management best practices and frameworks.

Obtained Professional Scrum Master I (PSM I) certification, demonstrating knowledge and understanding of Scrum principles and practices.

Completed Oracle Certified Foundations Associate program, gaining foundational knowledge in Oracle technologies and applications.

Completed a degree in Information Technologies focusing on IT technician and maintenance at Level IV, providing a strong foundation in technical skills and knowledge necessary for IT support roles.

Participated in Cybersecurity training, focusing on essential skills and knowledge for protecting networks and information systems.

Completed Leadership and Team Management training, enhancing skills in leading teams and managing projects effectively.