Description

I'm a Microsoft Business Applications specialist with 13+ years of

experience delivering solutions with Power Platform and Dynamics

365 - from hands-on implementation to leading enterprise-scale

practices.

Most recently, I built and led the Power Platform practice at IWG,

now supporting 10,000+ users and 100+ environments across

business-critical areas like customer service, procurement, sales,

and finance. I established governance (CoE, DLP), integrated

delivery into SDLC frameworks, and focused on closing process

gaps with scalable, low-code solutions.

I've also managed large CRM support operations, delivered solutions

in banking, oil & gas, and professional services, and led teams

across architecture, delivery, and presales.

Specialties:

Power Platform
Dynamics 365 CE
Solution Design
Governance & CoE
Delivery Leadership
Low-Code Development

Industry field of expertise

Languages

English
Native or bilingual
Portuguese
Native or bilingual
Spanish
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

IWG Plc
Power Platform Practice Lead
REAL ESTATE
March 2023 - Today (3 years and 3 months)
Lisbon, Portugal
Built and led the Power Platform practice at IWG, fully integrated into the SDLC and supporting 100+ environments and 10,000+ users across mission-critical business areas.

Key responsibilities:
• Built and scaled a cross-functional Power Platform team
• Integrated delivery with SDLC and change processes
• Designed and delivered solutions using Canvas, Model-Driven Apps, Power Automate, Dataflows, and Copilot
• Established a Center of Excellence and platform governance (DLP, naming, access)
• Delivered apps integrated with D365 CE, SharePoint, SQL, and Dataverse

Key achievements:
• Scaled the practice across global operations
• Delivered business-critical apps across sales, service, procurement, and finance
• Standardized low-code delivery across distributed teams
• Positioned Power Platform as a key driver of agility and innovation
IWG Plc
Dynamics 365 Service Delivery Manager
REAL ESTATE
February 2023 - April 2023 (2 months)
Lisbon, Portugal
Service Delivery Manager focused on support operations for a large-scale Dynamics 365 CE instance serving 10,000+ users. Drove stability, efficiency, and alignment with IWG's global support standards.

Key responsibilities:
• Managed day-to-day CRM support and SLA compliance
• Aligned support operations with global processes and escalation paths
• Led ticket deflection initiatives and promoted knowledge sharing
• Upskilled L1/L2 teams to reduce L3 escalations
• Fostered cross-team collaboration to improve resolution times

Key achievements:
• Maintained stable support for 10,000+ users
• Boosted L1/L2 resolution through technical enablement
• Reduced L3 ticket load and increased team autonomy
• Championed creation of self-service knowledge articles
• Standardized reporting and incident tracking
NTT DATA
Delivery Manager - Microsoft Enterprise Cloud Solutions
CONSULTING AND AUDITS
March 2021 - February 2023 (1 year and 11 months)
Lisbon, Portugal
Delivery Manager for Microsoft Business Solutions, leading project delivery, team allocation, and solution quality across Dynamics 365 and Power Platform projects.

Key responsibilities:
• Managed team capacity, planning, and delivery timelines
• Oversaw scalable solution architecture and implementation
• Mentored consultants and supported their growth
• Delivered workshops and discovery sessions as SME
• Led presales efforts: requirements, demos, proposals, pricing

Key achievements:
• Led delivery of complex, multi-industry enterprise solutions
• Built and developed a high-performing technical team
• Improved quality through architecture and early design guidance
• Strengthened client trust through expert workshops
• Contributed to new business wins with tailored presales support