Service & Project Manager at CSM (Multiclient Services Center) Of SerescoMain responsabilities-------------------------> Service Design> Services Start-up> Service Execution> Ensure Quality of Services Provision> Ensure Capacity Planning> Integrated Services Management> Human resource management> Services delivery management> Knowledge Transfer> SLA Attainment> Procedure definition and deployment> Project Planning & Monitoring and Control> Comercial proposalsWe provide Services Managed to diferente Customers and scopes, in different languages:> Spanish > French> EnglishServices Managed-----------------------------> Service Desk Services> Field Services > Operations Bridge Services> End User Competence Group> Remote Support Second Level> RACF OperationsProjects managed----------------------> Workplace environment Projects>> Windows 7, W10 migration Projects>> Corporative Management Apps (improvement Plan)>> Technological renewal devices deployments (from 250 to over 10.000 devices)>>> Logistic>>> Deployment>>> Installation>>> Quality Assurance> ITSM Tool Deployment>> SMAX (Microfocus) Deployment

Customer support manager: Over 4000 Points of service managed in 24x7, multilingualSoftware Project manager: Using HTML5+CSS3, PHP or JEE technology, our projects satisfy technology requirements for marketing and digital signage needs, and other.Digital Signage Projects: Installations of screens, videowalls, touchable devices, background music and Aroma Marketing

At this position my duties were the followingProject Management:> Building both Project plan and project definiton and scope> Project Follow-up > Negotitation and advice to the client> Expectation management, aligning all stakeholders involved in order to achieve the goals of different roles and business points of view> Human Resources and capacity management> Budgeting and project financial monitoring and controlAlso I work as Fucntional Analyst inside projects managed by me, because it was an advantage in effort estimation and scope definition, from customer point of view, and also to define the project plan As a Functional Analyst I was on charge of define the requirements of the project, on defining logical and business proces, and building prototypes and mockups. Finally, I was the tester in charge of executing fully o partially both validation and verification ProcessesTechnologies:Liferay 6.xSharepoint 2010MS ProjectBalsamic MockupsExcelJIRA

As a Production Manager I was on charge on:> Company Portfolio Manager> Human resources manager defining Global Capacity Plan>> Hiring process>> Outsourcing Manager> Quality Team Member>> Auditing processes and Projects under CMMi level 2 and ISO9001> Relationship Manager dealing with other companies, entities and Unviersities looking for any collaboration on Projects, Research , and so on

At this position I played different roles, from deputy of Head Consultancy and Software division until Head of Quality Management, being my duties the following> Project Portfolio Manager> Quality Manager >> Certification ISO 9001 on 2007> Project Manager>> Head of Implementation of CMMi on Software division>>> Level2 on 2006>>> Level3 on 2009>> Creation of Software Factory 2010>> Project Management Tool for the company 2008

As a Helpdesk I was on charge of:> Overseen daily work load of a team with 25-35 members> Backlog management> Calls workflow and overload management> Follow-up of impacting tickets> Collaborate on Service Follow-up> Collaborate on Service Improvement >> Identifying improvements >> Building solutions to improve Service Performance> Knowledge management>> Building SOP (Standard Operative Solutions)>> Dealing woth other Groups to update or create new SOPs> Training>> Define Training plan>> Provide training to team members

Helpdesk technician> Scope: Public Health Service of the Principality of Asturies> 50.000 users> Provide first level support both technical and functional on healthy applications (full functional support)

Actividad dedicada a la publicidad y promoción de empresas en Internet promoviendo servicios Web, correo y comercio electrónico .

Gestión de datos relativos a la facturación de ejercicios anteriores y al mantenimiento del fichero de clientes.

Prácticas de mantenimiento y reparación de equipos informáticos tanto en taller como in situ, evaluando el problema y aplicando la solución de los mismos