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 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 6 mos
Remote
Senior ServiceNow developer at Cognizant. Recent engagement: Playtika (Finance, Compliance and CSM) - built advanced Service Portal widgets and custom pages, implemented complex approval workflows in Flow Designer, and delivered end-to-end ITSM and CSM solutions across Finance, Marketing and IT. Refactored legacy workflows into modern Flow Designer during platform upgrades, ran code reviews for performance and security, and prototyped Virtual Agent / AI-agent and agentic workflows (POC). Years spanning development, administration, team management, and cross-functional stakeholder work give a broad view of platform risk and governance.
ServiceNow Developer
Kantar · Full-time
Oct 2022 - Feb 2025
2 yrs 5 mos
Hybrid / Remote - Porto, Portugal
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 across platform versions. Drove cross-functional requirement gathering across global stakeholders in an Agile/Scrum environment.
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 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.
Product Support Engineer
Apr 2018 - Aug 2019
1 yr 5 mos
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.
Technical Support Advisor
Apple · Contract
Aug 2016 - Aug 2019
3 yrs 1 mo
Braga, Portugal
Front-line and escalated support for Apple customers - account support, Apple ID account recovery, device recovery and device unlock. Delivered team training and consistently met quality and SLA targets.
IT Internship
OPTIMIZER · Internship
2014
Less than a year
Porto, Portugal
Hands-on Linux server administration, network configuration, and helpdesk operations. First exposure to real infrastructure - and the beginning of a habit of wanting to understand how everything works at every layer.
Certifications
ServiceNow Certified Application Developer (CAD)
In ProgressServiceNow
ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)
In ProgressServiceNow
ServiceNow Certified Implementation Specialist - SPM (CIS-SPM)
ServiceNow
Skills & Expertise
Development & Automation
AI & LLM Engineering
Infrastructure & DevOps
Platforms & Data
ServiceNow & ITSM
Leadership & Management
Tools & Collaboration
Projects
Things I build and tinker with outside of work
Portugal Property Market - live dashboard
An end-to-end data product: a live statistics site on the Portuguese rental & sale market. A Python collector scrapes Imovirtual (parsing the Next.js data island - no proxies, no headless browser), stores every listing in SQLite with first/last-seen timestamps to build a time-series, and a daily snapshot feeds trend metrics. A FastAPI service exposes aggregated stats (median price & €/m² by district, by typology, most expensive areas, live search). The front-end is an Astro dashboard on Cloudflare Pages - bilingual (PT/EN), with a district switcher, Cloudflare-based geolocation that defaults to the visitor's district, a photo-card carousel of the newest listings, and live search. Self-hosted on my homelab and exposed via a Cloudflare tunnel; the API is locked behind a same-origin Pages Function (secret-injected) plus edge rate-limiting, so it's only consumable by the site. Touches scraping, ETL, time-series storage, statistics, API design, data-viz and homelab DevOps in one piece.
Automated Short-Video Factory
29 YouTube channels publishing Shorts autonomously - zero manual intervention. The pipeline: n8n orchestrates content planning, builds scene graphs, calls the short-video-maker API (Node.js + Remotion), generates voice via Chatterbox GPU TTS with per-render randomised voice/exaggeration/pace, stamps every file with a randomised iPhone/Android device fingerprint, and uploads via per-channel GCP projects with quota failover. 13 animated templates, LLM-assisted content generation where needed (Gemini primary, local qwen3 fallback), image-first formats pulling from TheMealDB and TheSportsDB, and a template versioning system that flags stale renders before upload. The heavy lifting is orchestration and automation - LLMs are one component among many.
d1060 - AI-Powered Web Agency Pipeline
Drop a Google Maps URL into Telegram -> the pipeline scrapes and structures the business data, then an LLM analyses and distils it into brand name, tagline, services, highlights, contact details, and colour palette -> a Node.js factory copies an Astro + Tailwind template, patches every field via regex, runs npm build, deploys to Cloudflare Pages, sets a DNS CNAME on d1060.com, pushes a private GitHub repo, and fires a personalised cold email with a live screenshot - all in under 3 minutes. the LLM works well here precisely because the surrounding automation feeds it clean, structured data. Stripe payment links wired throughout; webhooks notify Telegram on purchase. Built to operate at volume: each demo costs nothing to run and arrives looking bespoke.
Ralph - AI Telegram Assistant & Homelab Control Plane
Personal AI assistant on Telegram - and the unified control interface for the entire homelab. Ralph routes commands and free text through a Gemini-powered n8n sub-workflow brain: weather, 5-day forecasts, FX rates, football scores, Bible verse, news, and Portuguese free-text queries. /status triggers a live health check across 26 running services. The d1060 demo-edit command patches and redeploys client websites directly from Telegram. Upload confirmations, GPU health alerts, and service state-changes all land here. Each skill is a standalone n8n sub-workflow - adding a capability is a single node attachment. Webhook-driven, not polling. Persistent cross-session memory.
n8n Automation Platform
n8n is the connective tissue of the entire stack - 20+ active workflows orchestrating the video farm, d1060 agency pipeline, Ralph's skill brain, Gmail inbox filing, hourly service monitoring, and YouTube upload scheduling. Runs in queue mode with a dedicated worker and PostgreSQL + Redis backing - not default single-server SQLite. Sub-workflows are designed as reusable tool-shaped units: SERVICES CHECK feeds both the monitoring workflow and Ralph's /status command from the same source. Multi-LLM routing - Gemini primary, local qwen3 fallback - with AbortSignal timeouts to prevent GPU contention hangs across shared hardware.
Custom MCP Servers for LLM Tooling
Multiple Model Context Protocol servers in Node.js giving an LLM live access to real systems. One connects directly to ServiceNow - live instance queries, table inspection, and problem-solving against real platform data via an LLM. Another bridges Jotty (personal knowledge base) with an LLM and n8n for natural-language note retrieval and task orchestration. MCP turns the AI from a text generator into an active tool inside the actual environment - no copy-pasting docs, no context-switching.
World Radio Player
Full-featured web radio player built on the Radio Garden API - 30,000+ stations across 190 countries. Features a volume knob defaulting to 20%, live now-playing via server-side ICY metadata polling, a lyrics modal pulling from Lyrics.ovh, Lidarr integration to queue artist downloads directly from the player, a Spotify search link, and a liked-stations shelf persisted in localStorage. Deployed to Cloudflare Pages.
Homelab Platform - Proxmox + 30 Services
Production-grade bare-metal Proxmox hypervisor running 30+ Docker services across multiple compose stacks. Jellyfin, Immich, Nextcloud, Vaultwarden, n8n, Odoo, Sonarr, Radarr, Lidarr, Prowlarr, Bazarr, qBittorrent, Flatnotes, Jotty, Glances, Homepage, Mailu, and more - each isolated, networked, monitored. 26 services monitored dynamically via n8n + Cloudflare Tunnel API, with state-change-only alerts to Telegram. Python tooling maps all tunnels, DNS records, and hostnames across 3 zones automatically. 3-tier storage: NVMe OS, SSD for Docker engine performance, HDD for app data - with hardlink-based media deduplication keeping library and download paths separate without doubling disk cost.
Security & Infrastructure Stack
Zero open inbound ports - every service reachable exclusively via Cloudflare Tunnels across 34 hostnames and three zones (diogoandrade.com, d1060.com, lyscara.com). CF Access gates internal tools; services with built-in auth run through tunnels without an extra gate. Self-hosted Mailu on a separate VPS - Postfix, Dovecot, Rspamd, DKIM/SPF/DMARC, Roundcube webmail - handling transactional mail for the agency pipeline, Ralph alerts, and cold outreach. Vaultwarden (self-hosted Bitwarden) manages all credentials, also tunnel-routed. WireGuard for private network access. Complete infrastructure ownership: no third-party mail relay, no SaaS credential store.
Auto Shop Customer Retention System
Daily automation for a local mechanic shop: checks vehicles with inspections due next month, cross-references recent visit history, and sends personalised email and SMS reminders to customers who haven't returned. Reduced churn without any manual effort from the shop owner. Proof that the same automation thinking scales down to small businesses just as well as it does up to enterprise.
Contact
Interested in working together or have a question? Feel free to reach out.