Experience

Technical Director at Amigo Informatico

09/01/2015 – 08/01/2019

Maintain more than 100 customers
Form and maintain a multidisciplinary team of technicians
Design of systems and projects as well as the execution of these
Support to all technicians
Economic and supplier management
Ensure and improve department benefits (30% per year)

Vodafone Service Desk (Through Accenture)

03/20/2012 – 01/09/2015

Responsible for the night shift.
Change control table. (Change authorization, execution control, rollback management, operational execution)
Incident Management. (Single point of contact, management between different countries, workarrounds execution)
Systems monitoring. (BSM, execution of first level operations)
Training to other groups. (Generation of manuals, translation of operations)

Service Desk Manager at CEPSA (as freelance)

10/01/2007 – 10/01/2011

Coordination of a team composed of 15 technicians for support. Taking responsibility for all levels of user platform support and first level in systems administration, supporting more than 15,000 users in a universe of more than 10 countries in 24 × 7.
Support the evolution services of the user post. (Migration Windows 7, Smartphone deployment, etc …)
Implementation of the ITIL incident management, change control and problem management processes, evolving a classic support service to the ITIL standard to later certify Incident Management and the Service Desk service in ISO20000.
Evolution of the tools to the ITIL model
Search for new tools and conduct the relevant tests.
Training of 150 support groups in ITIL processes.

BEEP / Dompisoft Computer Store

01/01/2009 – 08/30/2011

Design and commissioning of BEEP store / franchise.
Hardware and Software Technical Service in various user environments with more than 1000 repairs successfully completed during the activity period.
Advice and sale of computer equipment.
Facilities, Projects and Technical Service to companies.
Implementation of the control systems necessary for the service.

Infrastructure Manager at CEPSA GAS LICUADO

01/24/2001 – 10/01/2007

Evolution of the systems.
Technical support to the platform. More than 150 users and 15 work centers distributed throughout Spain.
Evolution of an NT platform, migrating to Windows 2000 and later to XP. In the latter case, virtualizing some posts and introducing Terminal Server for solutions to the compatibility problems of some applications and giving them high availability.
Siebel implementation as a ticketing system.

Local support in MAPFRE with GARBEN PROJECTS 06/08/2000 – 01/24/2001

Maintenance of the microcomputer platform composed of 200 computers and several servers in one of its buildings.
Evolution of the telemarketers platform.
SMS 2.0 implementation for automatic application deployment.
Design of high availability systems for operators.

Field Service in CEPSA with IBM GS ROS / Sermalogic

06/28/1999 – 06/08/2000

Maintenance of the CEPSA hardware platform. PCs, servers, printers and scanners.
VIP support to CEPSA management

Field Service at Banco Santander with IBM GS ROS / Sermalogic