Bruno Iglesias Croccia

Deputy Team Leader @ Serco Belgium - Conseil de l’Union Européenne

Brussels, Belgium

Results-driven IT professional with 7+ years of experience in large-scale environments supporting 5000+
users. Strong expertise in IT service operations, mobility solutions, process optimization and team
coordination. Proven ability to improve service performance, including a 90% reduction of incident backlog.
Recognized for reliability, efficiency and customer-oriented mindset.

Top roles

Helpdesk / Support< 2 years

Incident & Problem Manager< 2 years

Team Leader2 - 5 years

Miscellaneous

Technical Support

ITIL

Troubleshoot

Excel

Systems

Microsoft 365 / Office 365

Windows

Desktop / PC

CRM

ETL Datawarehouse

DataStage

Language

Native Portuguese

Portuguese

Native

French

Fluent

Italian

Fluent

English

Good

Work experience

Since 2015

Deputy Team Leader @ Serco Belgium - Conseil de l’Union Européenne

01 January 2019 - 30 September 2022

Coordinated 12 IT support technicians
Oversaw service delivery for 5000+ end users
Reduced incident backlog by 90% through workflow
restructuring
Improved ticket prioritization and resolution processes
Ensured SLA compliance and service quality control
Managed escalation between support levels

MOBILITY SPECIALIST @ Serco Belgium - Conseil de l’Union Européenne

01 June 2017 - 01 January 2019

Deployed and managed corporate mobile devices (iOS & Android Enterprise)
Administered Microsoft Intune & MobileIron environments
Implemented secure authentication solutions (RSA, Pulse Secure)
Provided executive-level VIP support
Performed advanced troubleshooting and root cause analysis

SENIOR IT SUPPORT @ Serco Belgium - Conseil de l’Union Européenne

04 September 2015 - 01 June 2017

Active Directory & Azure AD administration
Suppport Helpdesk
Windows workstation deployment and configuration
Microsoft 365 support
Asset lifecycle management & inventory control
IT stock optimization and hardware logistics

Education experience

Bruno Iglesias Croccia

Top roles

Miscellaneous

Systems

CRM

ETL Datawarehouse

Welcome back

Welcome on board!