Carlos Sánchez Email & Phone Number

Lausanne, Vd, Ch

Prilly, Vaud, Switzerland

Swiss banking excellence. For all.

Nyon, Vaud, Switzerland

- Scaling up the Customer Support organization from 5 to more than 35 engineers around the world- Designing and executing the strategy to bring all outsourced services delivery in-house- Built the structure, processes and workflows to align the organization to the industry standard- Create all KPIs, metrics and reporting from the ground up- Aligning the cost of my business unit to a % of the company's ARR- Incorporating new AI-based technologies to our ecosystem to foster ticket deflection and self-service

Lausanne, Vaud, Switzerland

Making our customers happier ;-)

Lausanne Area, Switzerland

- Scaling up the Support organization (40+ engineers across the world) and managing its growth in the company – including strategy, hiring, mentoring and career paths- Fostering customer loyalty and high CSAT standards through efficient self-service and ticket deflection mechanisms

Lausanne Area, Switzerland

- Design, set-up and go-live of the new Nexthink branch office in Madrid, Spain (7 new hires in 3 months, ready and go-live from scratch in 6 months)- Management of the Technical Support team, its objectives and growth in the company (14 engineers)- Hire, train, coach, mentor and backup support engineers- Organization of the Technical Support to match the company business model- Responsible for the implementation and quality of the support processes- Responsible for the enforcement of the SLAs and creation of KPIs to measure the operations- Responsible for the improvement and quality of the support experience of the customers- Responsible for the coordination of critical escalations- Responsible for the development, optimization and maintenance of the knowledge base and troubleshooting documentation- Ensure an excellent communication flow between the customers and the support engineers

Epfl Innovation Park, Switzerland

- Responsible for the level 2 and level 3 support of the end-point and server-side components of Nexthink- Responsible for the product support training delivery in Europe, USA and Middle East- Responsible for the bug tracking in close collaboration with the Research & Development team- Responsible for the Nexthink support portal administration (based on Zendesk)- Participation in the development and optimization of the different support processes (based on ITIL)- Participation in the development, optimization and maintenance of the technical product documentation- Troubleshooting of Windows/OS X kernel drivers and C# based applications- Troubleshooting of CentOS systems and server-side Java applications- Ensuring the satisfaction of customers and partners all around the world- Traveling to perform on-site support and consulting for customers in Europe

Everywhere

Traveled around the world to 8 countries in 3 months!

Lausanne Area, Switzerland

- IT Consultant for the SaaS ticketing project (e-Commerce) SecuTix 360º- Working with customers in France, Spain and Switzerland- Implementing the solution in operas, stadiums, theaters and other public arenas- Responsible for the level 1 and level 2 support in collaboration with the near-shore (Spain)- Responsible for the bug tracking in close collaboration with the off-shore (Vietnam)- Responsible for the customer training (Ticketing/CRM/BI)- Participation in the development, optimization and maintenance of end-user documentation- Participation in the software testing and Quality Assurance

Madrid, Spain

Internship as an IT Systems Administrator.

Madrid, Spain

IT Systems Technician at the Aldeasa’s Users Support Center. Working as the level 1 support for their duty-free shops located in national and international airports.

Madrid, Spain

IT Systems Technician in a computer store fixing, configuring, maintaining and selling computer hardware.

Computer Systems And Networking, Computer Science

Macromedia Web Designer, Web Design