Ana Marin Email and Phone Number

My activity as a Support Manager is focused on the people and on the customer. I oversee the activity of a Level 2 Support team (located both onsite and remotely) while trying to keep the team motivated and guiding them towards their goals. I am the primary point of contact for the customer on Support related issues. Main responsibilities include:- People management: team meetings, one-to-one discussions (planned and ad-hoc), performance reviews and career path discussions- Recruiting new team team members when needed- Onboarding of new team members, induction plans and ramp-ups in case of changes of responsibilities in the team - Monitoring of Maintenance & Support issues coming from the customer. Analysis on support tickets, trends - Financial area: managing budget, contract renewals, forecast updates - Handing escalations coming from the customer - Monthly presentations for the customer with KPIs/SLAs- Handing escalations coming from the customer- Process owner for Support related activities

While maintaining a positive relationship with business customers, identifying customer needs I am also ensuring that the IT organization is able to meet these needs with an appropriate catalog of services and within agreed service levels.Responsibilities:• Act as IT Custodian for IT Assets;• Perform regular Service review meetings with Business and Suppliers;• Monitor and Reports IT Service level metrics;• Manage suppliers for IT services delivered to Business customers by external providers;• Manage budget needed to set-up/improve/maintain IT Services delivered;• Ensure all services are correctly registered and documented in Configuration Management database, including underlying infrastructure and interfaces;• Ensure IT Services are correctly documented as per IT Minimum Standard Requirements• Support Product Owner in assessing the risks associated with the usage of an IT Service;• Coordinate project teams in various IT related projects;• Oversee the change management process related to IT Services and ensures impact assessment is performed and security requirements are complied with before release into production;• Provide operational support for Penetration testing set-up and performance;• Provide operational support for acceptance testing of changes;• Perform regular Service review meetings with Business and Suppliers;.• Manage Service Improvement roadmap (service upgrades, technologychanges, lifecycle etc.).

- Coordinate major incidents which occur in mobile and fixed Vodafone networks: event notification,resource mobilization and escalation during the recovery process- Manage collaboration between all parties involved in the recovery process: 1st Line and 2nd LineOperations, Field Service, Engineering, etc.- Coordinate all parties involved in the major incidents in order to match agreed SLAs- Deliver constant updates to Technology Management during an incident- Coordinate Problem Management actions with local market, 1st Line and 2nd Line teams

My main responsibilities as a Technical Leader included the technical coordination of my team, handling major incidents which may occur in the network and working together with the Team Leader in order to increase the team's technical performance.The efficient management of the incidents was ensured by me as the Technical Leader of the team. This involved coordinating the team and all the other parties involved in order to communicate with the management team and to ensure that the services are restored in the shortest time possible.As a Technical Leader I offered ideas, feedback and support to my team and the management team.

As a Front Office Engineer I was in charge of the monitoring the 2G, 3G and 4G Networks, using fault management systems and specific NMS's, performing initial analysis to identify the issues as well as investigating alarms on different equipment and technologies related to the Radio Access Network (GSM, UMTS,LTE, etc.) or to transport Networks (SDH, ATM, IP).My tasks involved handling and escalating to Security Operation Centre the security incidents and the technical problems to Back Office in order to solve the issues. I am familiar with using dedicated Trouble Ticketing applications for alarms handling and field personnel dispatching and also performing phone interactions with local service providers regarding Radio network infrastructure (Power Company, Leased Line Company).

This was an internship required by the faculty. As an intern, I had the task to develop a new project based on sensors technology in the 3 months I have spent at Honeywell. Together with a team of 3 collegues we have successfully delivered the project and presented it to the Reasech Engineers at Honeywell.