ICT Services Operations Manager

• Jun 2021 - Present

ICT Helpdesk Project Manager

• Sep 2020 - May 2021

Mission: Reorganize the Support Helpdesk structure from the ground up to conform current standards following ITIL guidelines Roles & tasks: SLM: Analyse the requirements and agree the SLA for the service. Incident Manager: Generate and analyse service reports to adapt procedures and workflows as needed. Helpdesk Team-Leader: Oversee agents and user interactions, assure ticket follow-up, redefine customer services, quality control Project Manager: Identify the needs, weaknesses and strengths of the service. Implement new tools for ticketing and call handling. Contact with external providers. Set terms and workflows with 3r line support teams. Show less

ICT ServiceDesk Teamleader and Project Manager

• Sep 2019 - Jul 2020

Front-Office team leader for 2 ICT teams: Experts (1.5 support line); DIGIT Welcome Desk IT Welcome Desk / IT Onboarding o Service creation and implementation o Workflow and methodology o Documentation development for agents o Animation composition for info-screen o Reporting o Day-to-day service coordination Project manager/coordinator: MAC OS o Testing and issue documentation o Support scope definition o Workflow implementation o Creation of training material o Point of contact Microsoft 365 o Testing and issue documentation o Creation of training material o Point of contact Show less

ICT-Helpdesk Team-Leader

• Oct 2017 - Sep 2019

Currently managing 6 teamsMain Functions:The Team Leader is responsible for managing, organising and coordinating his team. Driven by SLA targets, he will pro-actively and regularly check and monitor the tickets queue of this team in order to make sure that tickets are assigned, managed and up to date. He will also organise and manage the planning, holiday requests and team shifts…He will also monitor and manage the incoming calls and/or mails and act as mentor for all technicians of his team when they need support and assistance.Duties:- Monitor ticket queues and Dashboards in order to reach agreed SLAs.- Analyse and reassign all non-assigned tickets in the ticket queue.- Manage the incoming calls and mails channels by making sure that enough technicians are available to answer the calls and create tickets.- Organise the planning of his team by managing holiday requests, non-planned absences, late arrivals, working shifts, …- Acting as mentor for the team members, being their escalation point and support when they require assistance.- Being the relay between Management and team members (and vice & versa) in order to dispatch all necessary information to related people.- Analyse performance reports and take all necessary actions in order to reach SLA targets. Show less

ICT Support Expert

• Apr 2016 - Oct 2017

IT consultancy for the European CommissionCurrently working in the ITIC project for the consolidation of the IT infrastructureManagement, analysis and resolution of second level incidents.

ICT Support Expert

• Apr 2015 - Mar 2016

IT consultancy for the European CommissionCurrently working in the ITIC project for the consolidation of the IT infrastructureManagement, analysis and resolution of second level incidents.

ICT Consultant

• Sep 2014 - Mar 2015

IT consultacy currently for the European Commission´s ITIC (IT infrastructure consolidation) project

Graphic Designer (spc. layout)

• Feb 2014 - Jul 2014

Exchange & Returns Co-Worker

• Feb 2013 - Sep 2013

The main functions were dealing with customers for exchanges or returns of products, managing complaints and incidents, helping out with any information clients would need and evaluating the needs of the department. The main functions were dealing with customers for exchanges or returns of products, managing complaints and incidents, helping out with any information clients would need and evaluating the needs of the department.

Exchange & Returns Co-Worker

• Mar 2011 - Aug 2011

The main functions were dealing with customers for exchanges or returns of products, managing complaints and incidents, helping out with any information clients would need and evaluating the needs of the department. The main functions were dealing with customers for exchanges or returns of products, managing complaints and incidents, helping out with any information clients would need and evaluating the needs of the department.

Event Planning Assistant/Steward

• Feb 2011 - Feb 2011

I assisted the managers on the planning of the shareholders meeting of a very well-known Spanish bank on their 2011 encounter. I also acted as a steward during the event. I assisted the managers on the planning of the shareholders meeting of a very well-known Spanish bank on their 2011 encounter. I also acted as a steward during the event.

Private Teacher

• Feb 2006 - Aug 2010

I was a teacher to up to 5 kids (from 9 to 17 years old) at the same time (individual classes); I mostly helped them with homework, exams and improving their skills in the basque language I was a teacher to up to 5 kids (from 9 to 17 years old) at the same time (individual classes); I mostly helped them with homework, exams and improving their skills in the basque language