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Curriculum Vitae
PERSONAL INFORMATION Mariana Inês da Costa Fernandes
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/
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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
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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/
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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.
Type of company or sector
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/
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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).
Type of company or sector
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/
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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).
Type of company or sector
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).
Type of company or sector
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/
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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.
Type of company or sector
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
Type of company or sector
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
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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/
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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.
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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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