Hugo Romero Email & Phone Number

London Area, United Kingdom

United Kingdom

Hatfield

Computacenter is Europe’s leading independent provider of IT infrastructure services. We can advise customers on their IT strategy, implement the most appropriate technology from a wide range of leading vendors and manage their technology infrastructures on their behalf. At every stage we make our customers’ businesses sharper by removing cost, complexity and barriers to change across their IT infrastructures.Formed in 1981, Computacenter today has over 10,000 employees across Europe and Group revenues of over £2.5 billion. Our corporate and government clients are served by offices across the UK, Germany, France, the Benelux countries, Spain and South Africa. We also serve our customers’ global requirements through our extensive partner network.

London, United Kingdom

• Assist to customer escalations and fault management within agreed SLA. • Coordinate technical teams especially Cisco TAC, Field Engineers and 3rd party vendors to resolve onsite client issues. Monitor and manage tickets to resolution.• Create/Modify/Update processes for in house and customer training. Support for 1st/2nd Line Engineers. • Administration and management of monitoring database (EM7:Sciencelogic) as well as analytics software (Vyopta Analytics).• Assist Project Managers on transitioning customers into managed serviced. • Administration and troubleshooting of Cisco Unified Communications portfolio: CTS edpoints, CUCM, Telepresence server, CUVC, Cisco Telepresence Multipoint Switch, Cisco Telepresence Manager.• Configuration, installation and management of VCSc/e (Zones, Search rules, transformations and call policy configuration/rules) and Codian MCU. Cisco Routers: Installation, Configuration and Management.

Maidenhead - Uk

• Installation, maintenance, deployment and troubleshooting videoconferencing systems (Polycom, Tandberg, Lifesize).• Coordination of technical teams and 3rd party vendors to resolve onsite client issues. Monitoring and management of tickets to resolution.• Development and optimization of processes for customer training. • Project management, training and coaching new team members (VNOC in Bangalore, India).• Network support and troubleshooting videoconferencing systems including bridges (RMX, Codian) and legacy systems.• Administration and troubleshooting of Aura Avaya systems: Communication Manager/System Manager/Session Manager

Maidenhead - Uk

Team member of VNOC (network operations center) that is focused on monitoring and managing a visual collaboration / videoconferencing environment. o Real-time monitoring of a production environmento Initial problem discoveryo Documenting and tracking all operational aspects of a customer environmento Basic troubleshooting (and if possible trouble resolution)o Coordination and management of other resources – both internal and externalo Escalation of problems to other parties, as required

London - Uk

∙ Assist/Plan customers monthly meetings; produce and elaborate KPI and monthly performance statistics ∙ Coordinate and control quality aspects in the company, provide assistance in order to recommend changes in processes and tasks∙ Resolve quality issues with suppliers and subcontractors and prepare quality plans and risk assessments for materials and processes∙ Ensure adequate work instructions are follow through processes. Meet SLA and financial targets. I was also involved in preparation of wages, budgets, staff recruitment, appraisals and Health and safety (COSHH).

Bogota, Colombia

• Provide the link between management (CEO and Board) and operational performance. Analyze managerial methods and functions in order to propose, plan and implement improvements.• Plan and delivery of training courses to new starters in the techniques required to operate new software.• Risk Analysis, identification and treatment of risks such as Financial, Operational, Hazard and Strategic in both Externally/Internally driven environments.

Mba, Business

Master in Bushiness Administration (MBA)

Postgraduate, Post-Graduate Diploma In Management

Beng. In Engineering, Telecommunications