Eduardo Serrano Email & Phone Number

Madrid, Community Of Madrid, Spain

Salesforce projects manager in Engineering area at BBVA Corporate & Investment Banking

Madrid, Community Of Madrid, Spain

IT BSS Senior Architect, focused on Salesforce but involved in whole BSS projects which require integrations and/or architectural design and support

Madrid, Community Of Madrid, Spain

IT Demand Manager at Telefónica Global Solutions. Targeted on transformation towards an active IT demand management, in a business partnership model that brings IT closer to business and ensures usefulness

Madrid Area, Spain

IT Quality Assurance manager in Telefónica International Wholesale Services. Management of an external team up to 18 people. Interlocution with managers head of Projects and Operations in IT, as well as with business areas and services development. Head of Quality Workstream in strategic projects such as FAST (NetCracker suite), OneTouch, mSIP, Wonka, API MEF, SEDA, SD-WAN or Lightning (Salesforce), being responsible of software quality thoughout all tests cycles from TIWS, sw provider and users.

Madrid (Spain)

March 2015 – PresentBPS Office (Telefonica – Global IT): Process design and governance for Telefónica global IT digital transformation program that includes all of Telefónica operators in Latin America and Europe. Solutions: Amdocs, Huawei and NetCracker as local FullStack core, as well as Salesforce and Remedy as global specific solutionsApril 2014 – February 2015 Starz Play Arabia Launch (Parsifal Entertainment Group/Playco Ltd): Process design and project management for CRM, Customer Care, NOC-Operations and IT monitoring for a start-up Video-on-Demand (VOD) Over-the-Top (OTT) company. Responsible for determining processes, functionality, roadmap, and KPIs in a purely cloud-based environment. Solutions: Salesforce, SplunkDecember 2013 – March 2014 IT Contact Centre Transformation (Vodafone): Assessment and roadmap planning for IT transformation in Contact Centre functional area. Solutions: Amdocs, Oracle SiebelJanuary 2013 – December 2013Commercial Management (BT): Planning, definition and development of commercial strategy in BT Spain.December 2011 – December 2013CREAM Program (BT): Assessment and program management for implementing a new convergent CRM for BT Italy and BT Spain, with governance of Global Services in the UK. Solution: Amdocs

January 2012 - June 2012 BT. Proposal and analytic/commercial works for a convergent CRM for BT Italy and BT Spain. Other proposals related to processes assessment and BPOs for BT and for other telcos. Solution: AmdocsOctober 2011 – November 2011 Logistics Solution Plan (Jazztel): Definition of a new convergent solution for logistics, redefining processes, partners, internal areas and IT for a more efficient schema. Role: Senior ConsultantSeptember 2010 – September 2011 IT Operations & Iniciatives - Jazztel (KPN): Magnum programme involved transformation of the whole IT end-to-end solution (Huawei suite) for the different brands of KPN in France and Spain. Role: Senior ConsultantApril 2010 - August 2010 BSP (TeleCable): Complete business systems plan from a greenfield strategy and defining new methodology structure based on ITIL. Shared Project between Everis and The Boston Consulting Group. Role: Senior ConsultantSeptember 2009 - March 2010 Amdocs CRM Upgrade (ONO): Upgrade to new Amdocs CRM versión, upgrading also Weblogic server, Tuxedo and Actuate. Role: Project leaderJune 2008 – August 2009 Service Assurance (Orange): Identification of defects in Orange systems, searching solutions and monitoring for service assurance. Role: Project leader / Senior consultantJanuary 2007 – May 2008 PULL/PINC-CRM Project (ONO): Program to adapt CRM&BPM to new ULL business and B2B solutions after purchasing AUNA telco. Role: Project leaderOctober 2006 – December 2006 PMO ULL Business (ONO): Management of different projects in order to integrate ULL business from former AUNA company in ONO. Role: Junior ConsultantNovember 2005 – September 2006 SLA & ALEXANDRIA (Vodafone): Development works in Amdocs CRM: SLA management and DB performance optimization. Role: Team leaderJanuary 2004 – October 2005 APOLLO – NPCI Program (Vodafone): SOA transformation based on a TIBCO EAI and diversification of data mastering. Role: Analyst-programmer

Telecommunications Engineering

Activities and Societies: Microbotics "Hard Group".

Education record