FABIO SANTOS
London,Hammersmith and Fulham
Summary
Accomplished cybersecurity professional with extensive expertise in Security Information and Event Management (SIEM), Identity and Access Management (IAM), and Network Security. Demonstrates proficiency in Microsoft Security Solutions, including Microsoft Defender for Endpoint, Azure Firewall, and Microsoft 365 Defender. Skilled in threat analysis, intrusion detection, and security incident response, with a strong focus on governance and compliance. Adept at implementing security controls, data encryption, and information protection to safeguard organisational assets. Proven ability to manage business continuity and disaster recovery plans effectively. Strong analytical thinker with excellent problem-solving skills, attention to detail, and a commitment to continuous learning. Aspires to leverage technical acumen in cloud security solutions to enhance organisational resilience against cyber threats.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
IT Technician for VIP users
Keller PLC
London
04.2024 - 06.2025
- Monitor, troubleshoot, and resolve IT incidents in ServiceNow whilst ensuring SLA compliance.
- Provide on-site and remote IT support, assisting with requests, incidents and tasks.
- Manage users' devices and asset forecasting in In-tune, Active Directory, and ServiceNow.
- Providing IT support for VIPs in the company headquarters based in London and act as first-line and second-line Service Desk support for European Business Unit branches when needed.
- Managing multiple offices and travelling for work when needed.
Cyber Security Student
FIREBRAND TRAINING - SKILLS BOOTCAMP
London, England
05.2023 - 09.2023
- Identified and prevented basic security risks.
- Gained knowledge of network security and security concepts.
- Learned fundamentals of databases and software development.
- Acquired knowledge of emerging technologies like mobile, cloud, and virtualisation.
Global Service Desk Analyst2
CLYDE & CO
London
02.2022 - 07.2022
- Company Overview: Global support for a solicitor's firm based in central London in a hybrid environment.
- Assisting with iManage cloud-based case management system.
- Active Directory: Adding licence and providing access to application and folders accordingly, password reset, unlocking accounts.
- Windows 10 Troubleshooting and Windows server, Citrix, VPN (Forticlient) Exchange, O365, Azure.
- Global support for a solicitor's firm based in central London in a hybrid environment.
- Established positive working relationships through excellent communication skills.
Service Desk Analyst
ARTHUR J. GALLAGHER & CO
London
06.2021 - 10.2021
- Performed 1st and 2nd line support for all Gallagher service issues, effectively managing resolutions within Technology Services Desk.
- Established proficiency in Active Directory, Windows troubleshooting, Citrix, VPN, Exchange, and O365 to deliver high-quality technical support.
- Investigated reported issues thoroughly before escalating them further up.
Service Desk Analyst
NHS PROPERTY SERVICES
London
06.2020 - 03.2021
- First point of contact for Technical Support across NHSPS business.
- Management of calls, multitasking concurrent complex problems.
- Resolving issues on Windows 10 and Windows server, Thin Client - Citrix, VPN and O365.
- Exchange administration: creation of shared mailbox and distribution list.
- SharePoint administration: Providing access to sites and instructing end users how to manage documents and to add new users to SharePoint site.
- Checking access requests to specific site or folder.
- Teams administration: Group creation, connection, audio, video, providing external access to internal accounts and groups.
- Azure and AD: Creating new accounts for joiners and adding licence accordingly, password reset, mailbox quota increase, Intune.
Service Desk Specialist
IMPERIAL COLLEGE LONDON
London
08.2019 - 01.2020
- Provide IT support for students and staff as Service Desk Specialist (1st and 2nd Line) and as Desktop Support.
- Active Directory and Azure: Creating new accounts for new starters and adding software licences, doing password reset, increasing mailbox quota, creating shared mailbox and distribution list.
- Configuration of printers and desktop computers.
- Software installation, assisting with Power BI, MS Office and Outlook, Windows, Skype for Business.
Customer Support Advisor
BET365
Stoke-on-Trent
01.2019 - 06.2019
- Customer support and assistance for betting, account issues, document verification and proper escalation to specific departments by chat, phone, e-mails.
- Conducted follow-up calls to ensure complete customer satisfaction.
- Handled customer enquiries, leading to improved client relations.
- Utilised comprehensive product knowledge to provide accurate information to customers.
Helpdesk Analyst
MNE - MINISTRY OF FOREIGN AFFAIRS PORTUGAL (ITEN)
Lisbon
02.2018 - 06.2018
- Technical support and assistance for Smart Docs Tool and provide guidance for new users.
- Increased efficiency of Technology Services Desk by performing 1st and 2nd line support for Gallagher service issues.
Helpdesk Analyst - IT - Information Technology Agent
CATERPILLAR (ATS/TELEPERFORMANCE)
Lisbon
11.2015 - 02.2018
- Supporting: Software (access, login/password reset, resolution of errors and installation procedures);
- Network troubleshooting; Remote assistance; Answering help-desk tickets to authorized users and resolve issues; account and computers management by Active Directory.
- Assisting with Citrix, creating Lotus Notes email accounts, assigning phones to Cisco Jabber and IP communicator, installing software, and managing machines through Putty and SCCM.
- Managed over 50 customer calls per day.
Education
MSc - Cyber Security Engineering
ROYAL HOLLOWAY UNIVERSITY OF LONDON
London 04.2024 - 04.2025
GCSE's x 7 - Maths, English and Science, A-levels - General Studies
COLLEGE DR. FRANCISCO DE PAULA PARANHOS
Iguaba Grande 01.2000 - 12.2003
Skills
- Security Operations & Incident Response;
- Identity & Access Management (IAM);
- Microsoft 365 & Azure Security;
- Network & Cloud Security;
- Governance, Risk & Compliance (GRC);
- Business Continuity & Disaster Recovery;
- System & Application Administration;
- Analytical Problem-Solving & Collaboration
Certification
- CertNexus CyberSafe
- Cyber Security Technician
- Microsoft: Security, Compliance, and Identity Fundamentals (SC-900)
- GDPR Compliance - Essentials
- ITIL Fundamentals V4
- Data Protection
- Corporate Criminal Offence
- Competition Law
- CC Domain 1: Security Principles
- CC Domain 2: Incident Response, Business Continuity, and Disaster Recovery Concepts
- CC Domain 3: Access Control Concepts
- Linux Fundamentals
Languages
Portuguese
Native language
English
Advanced
C1
Custom
My service desk experience provides a strong foundation in ITIL processes, ensuring smooth IT service operations., I have a track record of diagnosing and resolving complex technical issues in software and hardware., I'm familiar with ITIL based ticketing systems like ServiceNow, Bet365 Ticket system, and Remedy, enabling efficient issue tracking and resolution., Throughout my career, I have consistently prioritised customer needs, driving improvements and maintaining high levels of contentment., Recent training equips me to identify and address cyber security threats effectively.
Timeline
IT Technician for VIP users
Keller PLC
04.2024 - 06.2025
MSc - Cyber Security Engineering
ROYAL HOLLOWAY UNIVERSITY OF LONDON
04.2024 - 04.2025
Cyber Security Student
FIREBRAND TRAINING - SKILLS BOOTCAMP
05.2023 - 09.2023
Global Service Desk Analyst2
CLYDE & CO
02.2022 - 07.2022
Service Desk Analyst
ARTHUR J. GALLAGHER & CO
06.2021 - 10.2021
Service Desk Analyst
NHS PROPERTY SERVICES
06.2020 - 03.2021
Service Desk Specialist
IMPERIAL COLLEGE LONDON
08.2019 - 01.2020
Customer Support Advisor
BET365
01.2019 - 06.2019
Helpdesk Analyst
MNE - MINISTRY OF FOREIGN AFFAIRS PORTUGAL (ITEN)
02.2018 - 06.2018
Helpdesk Analyst - IT - Information Technology Agent
CATERPILLAR (ATS/TELEPERFORMANCE)
11.2015 - 02.2018
GCSE's x 7 - Maths, English and Science, A-levels - General Studies
COLLEGE DR. FRANCISCO DE PAULA PARANHOS
01.2000 - 12.2003
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