About Me
I'm a ServiceNow Sr. Consultant and Infrastructure Engineer with 10+ years spanning platform development, team leadership, operational management, and hands-on systems engineering. I work across the full IT spectrum - not just one slice of it.
At Fujitsu I managed and optimised costs across multi-account helpdesk operations, owned P&L as acting Operations Manager, and built workforce forecasting tools from scratch. Beyond corporate IT, I've consulted for local businesses on their digital journey - brand identity, logo design, web presence, and lead generation - helping them go from idea to market-ready.
Today I consult and deliver ServiceNow solutions at Cognizant and maintain a production-grade Proxmox homelab running 20+ Docker containers, a self-hosted Mailu mail server, n8n automation workflows, and a custom-built Claude MCP integration. I don't just understand IT - I build with it, manage it, and sell it.
user:~$ cat career.log
experience
10+ yrs
servicenow roles
3
companies
7+
certifications
4
teams led
4+
user:~$
Work Experience
ServiceNow Sr. Consultant
Cognizant · Full-time
Jan 2025 - Present
1 yr 4 mos
Remote
Leading end-to-end ServiceNow implementations for enterprise clients across ITSM, ITOM, and SPM modules. Developing scalable platform solutions, driving governance frameworks, and advising stakeholders on Now Platform best practices. Translating complex business requirements into optimised workflows, custom applications, and third-party integrations.
ServiceNow Developer
Kantar · Full-time
Oct 2022 - Feb 2025
2 yrs 5 mos
Hybrid / Remote - Porto, Portugal
Designed and developed custom ServiceNow applications, business rules, client scripts, and UI policies to automate IT service delivery. Built service catalog items, Flow Designer actions, and IntegrationHub spokes. Managed platform upgrade cycles, patching, and cross-functional requirement gathering.
Fujitsu · Full-time
4 yrs 7 mos
Portugal
Service Desk Team Manager
Aug 2019 - Oct 2022
3 yrs 3 mos
Led multi-team operations across Vodafone and L'Oréal accounts - Tech L1/L2, Process Controllers, and Remote Infrastructure Management. Stepped in as acting Operations Manager (OPPL ownership) during maternity leave. Built Excel-based automation tools including a workforce forecasting system using Erlang formulas. Presented business capabilities to prospective clients and drove continuous improvement through data-led insights.
Product Support Engineer
Apr 2018 - Aug 2019
1 yr 5 mos
Provided advanced L2/L3 technical support for enterprise products. Performed root cause analysis on recurring incidents, authored knowledge base articles, and liaised with engineering teams to track defects through to resolution.
Senior Technical Support Specialist
Randstad · Contract
Aug 2016 - Aug 2019
3 yrs 1 mo
Braga, Portugal
Delivered enterprise technical support across Windows and Linux environments. Managed Active Directory, resolved escalated network and hardware issues, and consistently exceeded SLA targets with top-tier satisfaction ratings.
IT Internship
OPTIMIZER · Internship
2014
Less than a year
Porto, Portugal
Hands-on experience in Linux server administration, network configuration, and helpdesk operations. Contributed to internal projects involving system monitoring and IT documentation.
Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow
ServiceNow Certified Application Developer (CAD)
ServiceNow
ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)
ServiceNow
ServiceNow Certified Implementation Specialist - SPM (CIS-SPM)
ServiceNow
Skills & Expertise
ServiceNow & ITSM
Infrastructure & DevOps
Development & Automation
Platforms & Data
Tools & Collaboration
Leadership & Management
Projects
Things I build and tinker with outside of work
Proxmox Homelab Platform
Production-grade bare metal hypervisor running Proxmox VE, hosting multiple VMs and LXC containers for all personal infrastructure. Full disk management, snapshot scheduling, and VM lifecycle automation - the foundation everything else runs on.
20+ Container Docker Stack
Built and maintain a fully containerised service stack using Docker Compose. Runs Jellyfin, Immich, Nextcloud, Vaultwarden, n8n, Odoo, Jotty, Sonarr, Radarr, Lidarr, Prowlarr, Flatnotes, Homepage, Glances, and more - each isolated, monitored, and managed with proper networking and secrets.
Self-Hosted Mail Server
Self-hosted Mailu mail server for the diogoandrade.com domain - full SMTP/IMAP stack with spam filtering, DKIM/SPF/DMARC, TLS, and webmail. Complete ownership of the email infrastructure, no third-party provider.
Custom Claude MCP Integration
Built a custom Model Context Protocol (MCP) server in Node.js bridging Jotty (personal knowledge base) with n8n automation workflows. Enables AI-assisted note retrieval, task creation, and cross-service orchestration through natural language.
n8n Automation Hub
Self-hosted n8n instance with PostgreSQL and Redis backends, orchestrating automated workflows across Odoo, Nextcloud, Jotty, webhooks, and external APIs. Acts as the integration backbone connecting every service in the stack.
Auto Shop Customer Retention
Built a daily automation for a local mechanic shop struggling with customer churn. Every day the system checks the database for vehicles with inspections due the following month, filters out customers who have already visited, and sends personalised email and SMS reminders to everyone else.
Cloudflare Zero-Trust Access Layer
All 20+ services are exposed exclusively through Cloudflare Tunnels - zero open inbound ports on the host. Every subdomain (*.diogoandrade.com) routes through an encrypted tunnel with access policies, DDoS protection, and Cloudflare's edge network.
Contact
Interested in working together or have a question? Feel free to reach out.