Curriculum Vitae
Diogo Andrade.
Matosinhos, Porto, Portugal
Senior Platform and Automation Engineer. ServiceNow Sr. Consultant. Relentless indie builder.
A non-linear start taught me resilience early. Self-made, adaptable, and relentless about turning ideas into running software. Ten years from helpdesk to platform engineering, run in parallel with an unstoppable building habit. Guiding rule: if I'm doing something more than twice, I should build a system for it. Building isn't the point. Making everyday work genuinely lighter for companies and the people in them is.
Experience
ServiceNow Sr. ConsultantJan 2025 - Present
Cognizant, Amsterdam Schiphol (remote)
Senior ServiceNow developer on enterprise client engagements. Current project: Amsterdam Airport Schiphol - ITSM, Service Portal, and integrations in a large-scale aviation environment. Built custom Claude MCP tooling for ServiceNow: live instance queries, table inspection, and problem-solving against real data via conversational AI. Translating complex business requirements into custom applications, Flow Designer automation, and third-party integrations.
ServiceNowITILFlow DesignerIntegrationHubJavaScriptREST APIsAgile
ServiceNow DeveloperOct 2022 - Feb 2025
Kantar, Hybrid/Remote, Porto
Designed and built custom ServiceNow applications, business rules, client scripts, and Service Catalog items at scale. Built IntegrationHub spokes and Flow Designer automation connecting ServiceNow to external systems via REST-based integrations across enterprise toolchains. Owned full upgrade cycle planning and execution. Drove cross-functional requirement gathering across global stakeholders in an Agile/Scrum environment.
ServiceNowJavaScriptFlow DesignerIntegrationHubREST APIsAgileScrum
Service Desk Team ManagerAug 2019 - Oct 2022
Fujitsu, Portugal
Led multi-team operations across Vodafone and L'Oreal accounts - Tech L1/L2, Process Controllers, and Remote Infrastructure Management. Stepped up as acting Operations Manager (full OPPL ownership) during senior management absence. Built Excel-based workforce forecasting tools using Erlang formulas, saving significant manual planning overhead. Presented service capabilities to prospective clients and drove continuous improvement through data-led insights across a 60+ FTE function.
Team LeadershipITILOperations ManagementKPI TrackingWorkforce ForecastingISO/IEC 27001
Product Support EngineerApr 2018 - Aug 2019
Fujitsu, Portugal
Advanced L2/L3 technical support for enterprise products. Performed deep root cause analysis on recurring incidents, authored knowledge base articles adopted across the team, and partnered with engineering to track defects from triage through to resolution.
L2/L3 SupportRoot Cause AnalysisKnowledge ManagementITIL
Senior Technical Support SpecialistAug 2016 - Aug 2019
Randstad, Braga, Portugal
Enterprise technical support across Windows and Linux environments. Managed Active Directory, resolved escalated network and hardware issues, and consistently exceeded SLA targets. Developed internal tooling to automate recurring manual processes - first taste of building systems that save labour at scale.
Technical SupportActive DirectoryNetworkingWindows ServerLinuxITIL
IT Internship2014
OPTIMIZER, Porto, Portugal
Hands-on Linux server administration, network configuration, and helpdesk operations. First exposure to real infrastructure - the beginning of a habit of wanting to understand how everything works at every layer.
LinuxNetworkingServer Administration
Selected builds
- Market-intelligence platform. PT property and used-car deal-finding over ~227k live listings; valuation, rental yield, demand velocity, import arbitrage.
- Self-healing scraping fleet. Tailscale-meshed nodes across countries, claim-queue, per-source anti-bot recovery.
- 29-channel video factory. n8n + Remotion + GPU TTS, publishing daily.
- Ralph. Telegram AI assistant running a 30-service homelab (MCP, Claude/Gemini/Ollama).
- d1060. A Maps URL becomes a deployed site with DNS and email in under 3 minutes.
Skills
Development & Automation
TypeScript, Node, Python, React, Astro, n8n
AI / LLM Engineering
MCP, Claude API, Gemini, Ollama, prompt engineering
Infrastructure & DevOps
Linux, Docker, Proxmox, Cloudflare Tunnels, Tailscale
Data & Platforms
PostgreSQL, SQLite, Odoo, Nextcloud
ServiceNow & ITSM
Platform dev, ITSM, SPM, integrations
Leadership
Led 60+ FTE, KPIs, workforce forecasting
Certifications
Earned: CSA, CIS-SPM. In progress: CAD, CIS-ITSM, Data Foundations.
Personal
Helps build and run GPVPT, a community association. Ex-beatboxer, recent guitar returnee. Lives with six cats and a mini pinscher on the Atlantic coast.