Alberto Agustin ⭐ Email & Phone Number

Greater Madrid Metropolitan Area

Managing the infrastructure team in an international environment:- P&L: Budget forecast and control, invoicing control, hardware and software purchase, capacity plan management.- FinOps: Optimization of cloud resouces.- Teams management (Infra & Databases) and hiring.- Infrastructure management (build and run).- Third parties management- Presales (New.

Madrid, Community Of Madrid, Spain

Madrid Area, Spain

- Managing the support department for all Revenue Assurance products.- 4 coordinators, 22 people.- Delivering 1-2-3 level international support and developments analysis to direct external customers and internal customers.- Creation of the support dashboard and SLA definitions & monitoring.- Change management

Madrid Area, Spain

Business development from scratch: Introducing the company in Spain and Portugal, including analysis of best possible sectors, company types, and lead positions to be addressed.

Madrid Area, Spain

* Design and creation of global company KPI 's automatic business reports and dashboard (Oracle | Qlikview | Excel) for Masternaut senior management executives to monitor & improve global company processes & performance at: oo Operational level: new orders, installations and implementation: speed, quantity & quality. oo Services level: L1 - L2 - L3 support.

Madrid Area, Spain

Driving Masternaut Spain M2M operations in the 2 main company business: Companies Fleet management - B2B, and insurance telematics - B2C, in partnership with Telefonica and Generali, and working in a European environment.Main objectives and results:* Company start-up processes design, implementation, and metrics. oo CRM MS-Dynamics design, driving CRM.

Madrid (Spain)

Driving pre-sales (service portfolio, catalog & opportunity management, services quotation, planning,...) projects delivery, IT support (remote and on-site, proactive and reactive, hardware and software) and franchises / partners / outsources companies management. Managing 13-18 people, and continuing in this position with my previous Hewlett Packard.

• EMEA region support services manager for OSS | BSS systems. Delivering support to the biggest EMEA telecommunication companies (Telefonica, Vodafone, Saudi Telecom, Telecom Italia,...). Managing a virtual | remote team.
• Support operations manager for the EMEA region
• Customers' SLA & KPI definition, analysis, negotiation and delivery
• Develop key customers relationships
• Management & monitoring team responsibilities:»» Support delivery (1st & 2nd level; 24x7 & 8x5; remote & on-site; software & hardware; customer engineers, to mission critical systems and non) to ~20 different OSS | IT.
• Team management: 24x7 & 8x5 coverage management, reporting, training, recruitment, conduct team meetings, personal evaluations & salary reviews (handling the assigned budget)

• Leading a virtual | remote team of 8 support engineers distributed across Europe (UK, Italy, Spain, The Netherlands), delivering support services to more than 16 different systems (1st & 2nd level support; 24x7 and.
• EMEA support manager backup.
• Keep strategic customers within customer satisfaction objectives by delivering proactive and reactive support.
• Reactive and proactive support delivery leader: Incident manager, problem manager, change manager and project management (installations, upgrades, audits, consultancy, systems configuration, integration and.
• Critical Incidents | Escalations expert.
• People Management: Coach and mentor team members.

• Integrated in a European virtual team (working remotely), delivering support services in English & Spanish languages to customers and internal project teams within the EMEA region.Results: Promoted to EMEA region.
• Customer interface, delivering remote and on-site OSS | IT support to the biggest EMEA telecommunication companies.
• Escalation ownership and single point of contact for the assigned customers.
• Reactive and proactive support delivery.
• Processes definition & maintenance (ITSM).
• Customer Care.

Amstelveen, The Netherlands, & Madrid, Spain

Working remotely for an European high level support center | call center located in the Netherlands, and delivering telephonic technical support for network monitoring applications (HP Openview Netmetrix, Internet Advisor) in English, Spanish and French languages.

Amstelveen, The Netherlands

o Working in a high level support center | call center, delivering presales and post sales remote | telephonic technical support to test & measurement equipments (software (HP-VEE, C, C++, Visual Basic) & Hardware) to European customers in English, Spanish and French languages.o Located and living in Amstelveen, The Netherlands, from February, ‘97 until.

Sao Paulo, Brazil, & Madrid, Spain

Software analyst / programmer (C, Pascal, Delphi). Supporting and performing analysis and programming upgrades and/or bug fixes of the company's software (buses & boats ticket vending machines).Working 50% of the time in Brazil on customer sites, and 50% in Spain, in central office.

o Hardware and Software maintenance technician of the products (optical readers) and company PC's.o Analyst/programmer of real time communication applications, DataBases, OMR, BCR, OCR (C, Pascal, DBase IV-SQL, Adele+, Lepron, Form languages).