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 offers help).

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 quality & speed, SLA compliance. oo Logistics / inventory levels.>> Leading workshops with different business units to understand processes and obtain requirements. >> Managing a 3 people project team, including a QlikView developer, liaising high level business requirements with low level implementation and design. >> Performing validation of data quality. >> Delivering training and documentation. >> Identifying bottlenecks and problems. ** Starting from scratch, all company KPIs at European level were measured and reports in place in 7 months (Oracle + QlikView + Excel)* Design and creation of local - Country level company KPI 's automatic business reports and dashboard (Oracle | Qlikview | Excel) >> High level design and low level implementation of local country level dashboards and reports. >> Improving local country level process and Oracle / CRM system usage ** Initial local reports delivered in <1 month* Drive Spanish customer support services team oo Driving a 3 people team, ensuring support and customer satisfaction is under business company levels (response time, resolution time, backlog control, escalation management, held regular operational customer review meetings) oo Tuning up processes to improve customer satisfaction and SLA achievement ** Achieved 86% response time success. ** Increased resolution time success from 66% to 77%* Operations and support teams change management (outsourcing and UK integration) oo Re-design all operations and support processes due to the Spanish teams’ reduction ** All processes were re-designed, documented and running within 2 months

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 developers and liaising processes designed with CRM implementation. oo Metrics high level design, low level implementation (Excel) and analysis. Processes tune-up. ** All processes were set-up and KPIs measured in 9 months, starting from scratch.* Meet company business operational objectives. ** All new orders received were installed within business timeframes (avg 275+400 installs/month). ** Customer support incidents backlog decreased up to 73% in 6 months (+600 incidents/month).* Oracle migration from legacy systems (CRM MS-Dynamics + Excel) oo Successful migration in 2 months from legacy systems to Oracle E-Business Suite, being the first country in the company achieving it. oo Becoming Oracle / CRM ambassador in the company, delivering CRM & associated processes training to other countries (France, Netherlands, Germany).Other responsibilities and tasks:* Management of the M2M B2B fleet business company partnership with Telefonica, and set-up of B2C insurance telematics business (pago como conduzco) in partnership with Telefonica and Generali.* Driving telematics - M2M fleet management projects implementation, customer service & technical support, stock control and insurance project management teams.* Managing operations and support departments’ growth: moving from a team of 5 engineers up to 13 engineers.* Quality Assurance manager: Hiring and managing a team of auditors.* Management of the company providers.

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 support services manager responsibilities and tasks.Main objectives and results:* Processes set-up (ITIL v3 based) and CRM implementation (MS Dynamics): oo Starting from scratch, all main processes were set-up and documented in <4 months.* Ensuring customer services are delivered within SLA agreed. oo Recovered our top customer, moving from a <40% SLA achievement, to a >80% achievement in 2 quarters; managing the contract renewal at the end of the year.* Customer satisfaction measurement process set-up. oo Created a process to measure quarterly customer satisfaction and monitor results.

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 of 12-21 engineers (located in UK, Italy, Spain, Germany, The Netherlands,...).Results:- Decreased SLA penalties to "0" (No penalties)- Decreased incidents backlog >35%- Increased customer satisfaction from 4.8 to 7.3- Reduced costs & increased efficiency by replacing on-site installations with a remote installation process- Team metrics: Created a process to improve workload and results tracking- Ranked #1 in evaluationsResponsibilities:• 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 complex systems installed in +50 EMEA telecom operators»» Reactive support: Incident and problem management, escalation ownership, defects & enhancement management. Configuration & integration between products»» Proactive support: Change management (software upgrades, installations, integration,...)»» Handover ownership: Homogeneous and up-to-date documentation»» Inventory ownership: hardware stock control• Team management: 24x7 & 8x5 coverage management, reporting, training, recruitment, conduct team meetings, personal evaluations & salary reviews (handling the assigned budget)• Prioritization and coordination with multiple teams (sales, outsourced companies, partners, customers,...)• Critical Incident Manager | escalation manager• Processes improvement (ITIL, Six Sigma)• Improvement of the CRM system: Amdocs Clarify

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 8x5; proactive and reactive; remote and on-site; software and hardware, mission critical systems and non) in English & Spanish languages to the biggest EMEA telecommunication companies and internal installation teams.Results:- Promoted to EMEA region support manager.- Ranked #1 continuously in yearly evaluations since Feb'06 (corresponding to year 2.005 performance and following ones; recognized within the company best 20% employees).Main responsibilities and tasks:• 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 administration...)• Critical Incidents | Escalations expert.• People Management: Coach and mentor team members.• 24x7 and 8x5 team coverage management, organizing the team to correctly cover all the duties and services.• Besides BSS / OSS Agilent applications (SS7, wire phone, GSM, GPRS, UMTS-3G, VoIP, voice and data network monitoring systems, NGN), support services delivered included Operating Systems (HP-UX | Windows | Linux) troubleshooting, Network (TCP/IP, SNMP), systems installation, integration, configuration, administration, script development (Unix, Windows, SQL), Databases (Oracle, MS SQL, OLAP cubes), BI (Business Intelligence), mainframes and desktop PCs, remote support via Citrix, ssh, VNC (including installation and configuration of the server and the client), installation of Apache web server...Additional information: Recognized as troubleshooting expert and data network specialist.

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 support team leader. Main responsibilities and tasks:• 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.• Presales contribution: technical analysis of customer requirements.

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 October, ‘98.Recognized as the computer's (software and hardware) guru of the support center | service desk.

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).