Hugo Velhinho

Project Description Support and assistance at 1st & 2nd level on Information Systems and Information Technology to employees of different clients (Xerox, Ericsson, Ambro Bank to name a few) spread all over Europe. Single Point of Contact for incidents and standard requests. Roles & Responsibilities in the project: ▪ Back-up Team leader role ▪ Agent training, mentor role & workshops definition ▪ Asset management, access rights, profile management ▪ Software installation and maintenance ▪ Manuals creation & Knowledge database update ▪ Implementation and Standardization of policies and procedures for customer sites ▪ Incident Management, improve SLA’s and Service Quality ▪ SPOC (single point of contact) between Service desk & the different dispatch groups to assure responsibilities and targets are followed & achieved (coordination) ▪ Reports and analysis of current business for business perception & identify improvements. Technologies and methodologies used by the employee in the project: Windows Environment, MS Office, MS Outlook, Active Directory, Lotus Notes, SAP basics, specific customer applications, anti-virus applications

Outsourced to BASF Project Description Support and assistance at 1st & 2nd level on Information Systems and Information Technology to BASF and External Employees spread over Belgium, France, The Netherlands and UK. Single Point of Contact for incidents and standard requests. Roles & Responsibilities in the project: ▪ Service Desk support / customer care / technical assistance of internal and external customers ▪ Asset management, access rights, profile management ▪ user requests, account configuration, lotus notes configuration ▪ Software installation and maintenance ▪ Assistance with the improvement of customer service Technologies and methodologies used by the employee in the project: ITIL, MS Office, MS Outlook, Lotus Notes, Windows Environment, LANdesk, Internal applications, anti-virus tools, Active Directory, Blackberry devices

Roles & Responsibilities in the project: ▪Manage the timing and scope that were determined together with the customer. • Formalize your contacts with the customer and proactively keep them informed of the status • Collaborate on projects related to the different rollouts • Swap of PCs (desktop/laptop) in preparation for the Windows 11 migration (commissioning with customers) • Provide coaching on O365 and best practices after swaps • Quality control of workstations after installation/swaps • Test remastering on devices • Manage swap returns of RIAM tablets, inventory and quality control • To Update Asset and Configuration Management tools after migration/installation. • Assist and improve when needed the service provided

Roles & Responsibilities in the project: ▪ Co-manage the Lonza Global Microsoft Surface W11 Endpoint/ Digital Workplace Project ▪ Coordinate smaller projects within the project and align with the different departments involved ▪ Coordinate, assist and follow up on the engineers assignments and tasks (internal and external) ▪ Provide lT Infrastructure Subject Matter and Deployment /Roll-out Expertise with autopilot enrolment and Microsoft O365. ▪ Prove of Concept coordination, including manage the user in the PoC, support and assist them ▪Communication to the PoC stake holders on known issues, solutions, workarounds, changes, deployments, and action status ▪ Test Wind 11 and autopilot enrolment deployment (via Intune) ▪ Assist with Intune policies definition and assignment, and new apps deployment and testing ▪ Troubleshoot encountered issues, find solutions and workarounds ▪ Implement and define an application strategy, best practices and processes ▪ Documentation and handover of new implemented processes and defined support systems

Belgische Kamer van volksvertegenwoordigers / Chambre des répresentants de Belgique (Belgium Federal Parliament) - Brussels Roles & Responsibilities in the project: ▪ Provide IT support for the users of “De Kamer” and Political party representatives ▪ Identify, assess and control risks, including the analysis of the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats ▪ Drawing up and proposing possible improvements in procedures, best practices, and improving working group processes. ▪ Analysis, preparation, documentation of procedures and manuals for the IT Service Desk Knowledge Base (end users and IT Service Desk) ▪ Helping and train other colleagues when competence and experience has an added value, even though it does not relate to your own responsibilities.

Roles & Responsibilities in the project: ▪ Design, test, operate and improve IT services ▪ Address end-user issues and translate business needs into IT requirements. ▪ Identify, assess and control risks, including the analysis of the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats ▪ Test new implemented functionalities, prepare test scenarios and provide test reports ▪ Writing user manuals for information systems. ▪ Writing IS on-line help ▪ Writing web documentation ▪ Further elaboration of existing documentation, presentation-and training material ▪ Presenting and training of National and regional MS’s Authorities on the use of ARACHNE as fraud prevention tool in the context of the management of Structural funds. ▪ Follow-up and support of MS’s Authorities in the start-up or enhanced implementation of the Arachne tool. ▪ Participate in workshops and meetings with external stakeholders ▪ Test new implemented functionalities, prepare test scenarios and provide test reports

Project Description To support the Miraclon Group in the new head office in Zaventem, Belgium, and assist users all over the world when needed. Roles & Responsibilities in the project: ▪ Installing and configuring computer hardware, software, phones, networks, printers ▪ Providing technical support across the company (in person or over the phone) ▪ Setting up accounts for new users ▪ Repairing, replacing equipment and coordination with third parties when necessary ▪ Testing new technology ▪ Training and assisting on IT environment, O365, TEAMS, SharePoint… ▪ Local meeting-rooms set up, Testing, functionality and usage documentation creation (Evoko and Logitech Tab system) ▪ Incident Management, Service Delivery and Coordination ▪ Quality control, procedures implementation and process improvements ▪ Internal IT projects ▪ Reporting, assistance to IT Manager ▪ Reporting, assistance to the new HOO ▪ stakeholder management and communication Technologies and methodologies used by the employee in the project: MS office 365, Windows 10, OneDrive, MS TEAMS, SharePoint, Azure, DUO, Proofpoint, Logitech meeting systems

Project Description End user coaching after the Migration to Win10 OS, with integration of Skype For Business, MS Office 365 and OneDrive. Roles & Responsibilities in the project: ▪ Assistance to the Project Manager ▪ Preparation, Coordination and Planning of the Migration Interventions and Coachings ▪ Coaching the users individually or in group on Win10 + Skype for Business + OneDrive + MS Office 365 + new aspects of MS Office 2019 and MS Outlook ▪ Information data analysis Technologies and methodologies used by the employee in the project: AGILE, MS office 365, MS Outlook, Windows 10, MS Office 2019, Skype for Business, OneDrive, OneNote, TEAMS, SharePoint, OASE...

Roles & Responsibilities in the project: ▪ Elaboration and maintenance of IS quality control procedures ▪ Ensure the proper organisation and execution of User Processes and Tasks acceptance tests ▪ Conception and organisation of user documentation for information systems ▪ Conception and management of IS trainings ▪ Delivery of guidance, coaching, training and problem analysis ▪ Defining and documenting business processes ▪ Ensure coordination with the aforementioned project teams ▪ Ensure coordination with the REGIO's dedicated team ▪ Contribute to the update of the internal documentation and communication ▪ Ensure coordination with the REGIO’s dedicated team of specific support for REGIO ▪ Assistance with Financial applications support and business processes (SFC Back office + ABAC) Technologies and methodologies used by the employee in the project: ITIL, MS Office 2016, MS Outlook, Windows 10, Skype, SharePoint, Wiki pages, JIRA, SMT, internal applications (WAVE, SFC2014/2007 Front Office, SFC2014/2007 Back Office, ARES, EU Learn admin, ABAC Workflow, WFS, AGMS, BI Launchpad, ARIS, DECIDE, Compass Corporate) Production + Acceptance + Test environments

Project Description Within the European Commission, DG Regional & Urban Policy together with several other DGs (Agriculture, Employment, Maritime Affairs and Home Affairs) launched new Information Systems to support the new 2014-2020 investment period. In particular, two Information Systems, workflow system WAVE and SFC2014 BO/FO, are key tools for this period. Wave is a workflow system that sustains mainly the decisional and financial circuits for structural funds co-managed by DG REGIO (ERDF, CF). This application is extended to MARE, part of the structural funds family. SFC2014 BO/FO is the financial application used to manage the financial transactions and is currently shared with DG EMPL, DG MARE and DG HOME. In this context, a User Guidance and Training Service (UGTS) is/was established with the purpose to be, after the central DG DIGIT Helpdesk, the main interface between end-users and the IT unit. The main goal of this service is to guide users to make proper use of all IT tools and systems. This goal is to be achieved by providing users support, users knowledge improvement, IS user acceptance tests and documentation, and IT communication. Roles & Responsibilities in the project: ▪ Organisation , implementation and maintenance of IS support ▪ In alignment with the official in charge, ensure coordination of REGIO's UGTS team; ▪ Delivery of guidance, coaching, training ; ▪ Ensure coordination with the aforementioned project teams; ▪ Ensure coordination with the REGIO's dedicated team of specific support for REGIO Wiki sites, and as well collaborative sites; ▪ Contribute to the update of the internal documentation and communication; ▪ Management and follow-up of user requests; ▪ Conception and organisation of user documentation for information systems; ▪ Conception and management of IS training; ▪ Ensure the proper organisation and execution of User acceptance tests.

Project Description Support on E-Ticketing applications for Thalys and external users and partners on the different environments. Roles & Responsibilities in the project: ▪ Responsible for coordination, follow up and reporting of issues with the external partners ▪ Coordination, assistance and follow up on internal projects ▪ Link between the internal services and the external partners involved ▪ Implementation, follow up, creation and planning of evolutions in the different environments and E-Ticketing applications. Technologies and methodologies used by the employee in the project: ITIL, MS office 365, MS Outlook, Windows 10, Skype, SharePoint, internal applications, Adobe Console, Testing and Thalys Ticket templates evolutions

Project Description User support at the office in Machelen, BE, and 3 other offices sites in Belgium and Luxemburg. Internal and External support provided for around 300 users of Athlon and Belfius on the day to day business for applications, HW, SW and work environment platforms. Roles & Responsibilities in the project: ▪ Responsible for End-user and technical daily assistance in the Service Desk support ▪ Quality and improvements complemented with knowledge about ITIL ▪ Coordination and follow up on internal projects, Change Management coordination, major issues, escalations and high priority tickets follow up (SPOC), Incidents and Change requests SLA’s monitoring Technologies and methodologies used by the employee in the project: ITIL, MS office 365, MS Outlook, Windows 10, Remote Desktop Connection, internal applications (Coda, Atlas/Tibco, Fleems), VDI, Exchange Management Console, Access rights and account creation on internal applications, Active Directory user and groups management, Telephony, Laptop image installations, HP Wyse Citrix stations, Citrix Environment, documentation manuals, DMS, SharePoint, BMC Remedyforce, Avaya One Agent

Project Description The project consists of a framework contract for the provision of resources in Time & Means mode to assure Information Systems and Information Technology Support to all staff members of the EEAS. A team of about 78 IT professionals is providing support 24x24x5 to 4.500 staff located in more than 130 delegations worldwide and to 3.500 staff located in EEAS HQ in Brussels. The team is working under the supervision of EEAS officials and is managed by 3 Technical Leaders. The Service Desk Unit act as the Single Point of Contact for incidents and standard requests. This unit is composed of Service Desk Operators who provide level 1 support, Information System Support (ISS) and Product Support Engineers (PSE) who provide 2nd level support. Roles & Responsibilities in the project: ▪ End-user and technical daily assistance of EEAS staff related to the usage of administrative information systems. ▪ Second level support on internal applications (ARES support for Delegations as focal point, but also all other internal applications) ▪ Assistance in organising and running-in information system installations ▪ Writing end-user and technical documentation as well as training materials ▪ Prepare and give training courses and animate workshops ▪ Improvement and analyses of the applications functionalities ▪ Coordination of application deployments and updates Technologies and methodologies used by the employee in the project: ITIL, MS office, MS Outlook, Windows 7, Remote Desktop Connection, ARES & internal applications, SysAid, SMT, Jazz Team server Change and Configuration Management (RTC)

Project Description Blackberry Server Migration, installation, decommissioning of servers in EMEA area Roles & Responsibilities in the project: ▪ Installation of Lotus Domino Server ▪ Installation of BES (Blackberry Enterprise Server) 5.0.4 + MR5 package on Windows Server 2008 R2 machines ▪ Configuration of the BAS (Blackberry Administration Service) for the new machine ▪ Documentation and procedures update for installation, configuration/ Manuals ▪ Decommissioning of the old servers ▪ User migration Technologies and methodologies used by the employee in the project: BES (Blackberry Enterprise Server) 5.0.4 + MR5 package, Windows Server 2008 R2 machines, Lotus Notes, Windows Environment

Project Description Support and assistance at 1st & 2nd level on Information Systems and Information Technology to Scania Employees spread over Belgium, The Netherlands, Luxembourg, Spain and Portugal. Single Point of Contact for incidents and standard requests. Roles & Responsibilities in the project: ▪ Support and Administration of internal applications like: SAIL/ SDS/ SDP3/SDP2 ▪ Citrix and Windows environment, profile management ▪ AD (Active Directory) user creation, maintenance, access rights, asset management ▪ Hardware support on PC/ Laptop/ Igel machines /Printer support ▪ Igel thinClient configuration via Universal Management suite Console ▪ Software installation ▪ Mobile devices profile setup and support (IPhone, IPAD, Samsung GSM) profile setup Technologies and methodologies used by the employee in the project: ITIL, Windows Environment, Citrix Environment, IPAD, IPhone, Active Directory, MS Office, MS Outlook

BASF employee Project Description Support and assistance at 2nd level on Information Systems and Information Technology to BASF and External Employees spread over Belgium, France, The Netherlands and UK. Roles & Responsibilities in the project: ▪ Back-up Team Leader role ▪ Agent training, mentor role ▪ Asset management, access rights, profile management ▪ SPOC (Single Point of Contact) for Technical support /customer care/ telephony requests ▪ PC roll-out Project, profile installation, migration & data copy ▪ SW installation/re-installation remotely ▪ Hard disk recovery/replacement ▪ Mobile devices support/configuration (Blackberry) ▪ IMAC coordinator (responsible for follow up/implementation on changes, dispatching) ▪ Back up Team-Leader, Agent training/Mentor role, SPOC (single point of contact) for Technologies and methodologies used by the employee in the project: ITIL, MS Office, Lotus Notes, Windows Environment, Internal applications, anti-virus tools, Active Directory, LANdesk, Blackberry Enterprise Systems, Blackberry devices