Roberto Santos

Lisboa · Portugal ·

"With an entrepreneurship spirit, good negotiator and goal oriented, I always challenge myself to achieve a successful image with dedication and efficiency. My determination take me to accomplish results where I adapt easily to any environment, understanding the flexibility and the moment of the person with whom I interact. If something needs to be done, will be done!"


IT Service Coordinator Infrastructure

Sociedade Central de Cervejas e Bebidas – HEINEKEN, Lisbon

Support of service delivery of all IT operations regardless of sourcing (locally or centrally).
Ensures that services are delivered as per agreed budget and performance levels and contribute to the operational integrity of HEINEKEN business operations through continuous improvement.
Develops standards, procedures and work instructions related to providing effective business support to the development of long-term strategy for the Opco, in alignment with HEINEKEN IT strategy, policies and principles.
Contribute to the development of an operational strategic OpCo IT plan, in line with the OpCo strategic plan and taking into account business strategy and business priorities.
Ensures proactive involvement with projects of all respective parties to define requirements, formulate service level agreements (SLA) and Key Performance Indicators (KPI) with relevant stakeholders.
Coordinates service delivery, in line with requirements agreed with customer expectations business stakeholders, adherent to OpCo operational plans.
Ensure full operational service delivery, in line with agreed SLAs and KPIs. Coordinates the analysis and resolution of operational incidents, coordinates the execution of root cause analysis for critical issues.

February 2019 - September 2020

Web and IoT Developer


Freelance web developer (Node Js, C++) for a plastic injection company, main projects:

Injection orders planning
Plastic pieces quality measurement
Rejection of production
Connection of injection machines and integrate with IoT
Dashboards for real time production follow up
Automatically traceability for efficiency (OEE)

2019 - Present

IT Consultant for Analytics


Working for Vodafone WorldWide, main responsibilities:

AWS Cloud Computing Administrator
Elastic Stack Developer (ETL)

July 2010 - December 2011

IT Infrastructure Manager

Eugster Frismag, Lda

- Planning IT Backup's and recovery procedures (IBM TSM);
- IT Infrastructure / workplace planning;
- Administrate IT Servers (AD,DNS,DHCP,DFS);
- Network management (Cisco WLC, cisco core and access network)
- Telecommunications management, costs analysis, reporting;
- IT Budget Planning;
- Traffic analysis: Fortinet;
- Management ESX, Fiber Optic, San, IBM Storage StorWize, CCTV;
- Cisco Prime Monitoring;
- Call Manager Administration;
- Planning Infrastructure migrations;
- Manage and evaluate external IT services (maintenance/equipment contracts);
- High availability;
- Citrix CloudBridge;
- Network Monitoring administrator: CA Nimsoft;
- ITIL process implementation;
- Track and report SLA / KPI for IT infrastructure;
- Infomation Security Management System (ISO27001 and GDPR);

August 2010 - October 2018


Master in Information Management, Specialization in Information Systems and Technologies Management

NOVA IMS, Lisbon
January 2018 - Present

Licentiate Degree Information Technology Management

European University of Lisbon
July 2015 - July 2018

IT Computer and Maintenance (IV)

2008 - 2010


Programming Languages & Tools


Coming Soon...

Awards & Certifications

M10992 - Integrating On-Premises Core Infrastructure with Microsoft Azure

Rumos, Lisbon
July 2019

AWS Certified Solutions Architect

Rumos, Lisbon
November 2018

Initial Pedagogical Training of Trainers (CCP)


Certificate nº: F673492/2018

June 2018 - November 2018

ISO/IEC 27001 Foundation

Rumos, Lisbon

Certificate nº: 2000736035 APMG International

July 2017

ITIL 2011 Foundation

Rumos, Lisbon

Certificate nº: 2000666718 APMG International

July 2017

M10969 - Active Directory Services with Windows Server

October 2016


SGS Academy, Lisbon
June 2016

Cambridge First Certificate in English (FCE)


Cisco Networking Academy – CCNA