Responsable de área de Soporte, Infraestructuras y Operaciones Tareas del puesto:• Gestión del área, recursos, sistemas y personal a mi cargo.• Monitoreo y control de sistemas de seguridad de redes y administración de sistemas.• Negociación de servicios relacionados con TI con proveedores externos• Optimización de recursos y servicios para Boyacá. Servicio de soporte técnico yGestión de Incidencias Nivel 2 y 3 con los demás departamentos de la Compañía.• Implementación de procesos estándar y buenas prácticas.• Desarrollo de protocolos para la optimización del mantenimiento preventivo deinstalaciones, gestión de recursos y soporte técnico a usuarios Proyectos destacables:• Implementación y de metodología en el departamento de soporte técnico. para incrementar el control de incidencias y la calidad del servicio en Boyacá.• Mejora de la calidad en el servicio al cliente y solución de problemas• Disminución de incidentes debido al programa de mantenimiento desarrollado• Renegociación de contratos con proveedores para mejora de servicios y propuestas económicas.• Adecuación de procedimientos y acciones en base al código de bunas practicas.• Reducción del presupuesto adecuando a nuevas tecnologías y necesidades de lacompañía.

Team Lead in Help Desk and Workplace Dept.Activities:Definition of processes, creation of the help desk department and implementation of new processes and workflows. Remarkable improvement in SLAs in 4 months after the implementation of the new work model- Assist the SDM with any other duties and IT Projects - To ensure delivery within primary area of Request Fulfilment / Incident resolution within contractual SLAs- Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities- Act as a point of hierarchical escalation- Coordinate the activities of the assigned resources, ensuring the availability of resource (rota) and capability (performance management / training & coaching) to meet KPIs and adherence to SLAs- Develop and implement on-going Service Improvement measures- Coordinate technical and hierarchical escalation to other technical teams / 3rd parties / management- Update Senior Service Desk Team Leader regarding any issues of operational significance- Assist with the development of new processes and enhancement of existing ones- Identify training requirements and deliver training as required

IT Manager of BBVA branch in Frankfurt.Activities:• IT Systems management in Germany • Resource, systems and users management• Monitoring and control of network security systems and backup systems management• Negotiation of IT related services with external providers• Optimization of resources and services for BBVA Germany. Service Help Desk Monitoring and Incident Management Level 2 & 3 with the other departments of the Bank • IT compliance with current regulations and Help Desk good practice code• AS400/MIDAS System Administrator Germany• Protocol development for the optimization of preventive maintenance for facilities, resources management and technical support to usersNotable projects:• Development, implementation and management of a new issue tracking system to increase incident control and service quality in BBVA Help Desk Germany• Improvement of quality in customer service and troubleshooting• Decrease of incidents due to the developed maintenance program• Adaptation of procedures and actions based on the conduct code ITIL V 3.0 on the Technical Support and Help Desk BBVA Germany• Recognition of Excellence - BBVA, S.A. Global Operations.Absence Management Application.

Head of technical support team, Help Desk, commissioning of equipment, management & coordination of the guarantee department and ZyXEL RMA in Spain.Activities:• Issue resolution at levels 2 and 3 and commissioning of equipment for special key account customers• Teaching training courses to support team-related products• Teaching courses certification for installation technicians in the Spanish market, both onsite and through webinars• Head of guarantee department for ZyXEL equipment in Spain• Head of quality, technical support departments and RMA• Advising and customer service• Monitoring, optimization and advice on communication projects with ZyXEL products

Project and human teams manager in several communication facilities for the most important companies of the sector in Spain, such as Telefónica, Vodafone, Orange, Ono, etc. Project development for the Ministerio del Interior, Police, Port Authority, etc. Tech. Support for projects for customers and company personnel.Activities:• Installation, supervision of installations and radio links delivery for the different mobile phone providers in Spain• Help Desk and technical support manager for end customer and own technical personnel, management, troubleshooting and assistance "on site" or remote• Management of equipment installation, project and works• Project management of equipment installation for satellite stations (Telefónica S. A.)• Development, monitoring, installation and commissioning of SIVE – Canary Is., Andalucia , Levante & Balearic Is.• Project Management on installation, configuration and delivery of communication systems SIAE technology between Telefónica – Movistar mobile BTS, HUAWEI technology between Vodafone mobile BTS.Notable projects:• Collaboration in the development and implementation of high-capacity communications technology Harris among islands in the Canary Islands. Project SIVE• Design and production of radio-relay communications for the Port of Valencia• Installation, development, maintenance, Help Desk and troubleshooting of radio links of low and high capacity communication networks for Telefónica, Abertis Telecom, Orange, Vodafone RTVE and RTVV.• Installation, development, maintenance, Help Desk and troubleshooting of radio links of low and high capacity communication networks • Development, installation and delivery of FM Harris transmitters and IBC Brands transmitters at different locations in EMEA for various broadcasting companies such as RNE, ONDA CERO, KISS FM or Cadena SER• IT Desk support for the Ministerio de Defensa de España, Telefónica, Vodafone Spain and Abertis-Telecom and other official bureaus

Head of Customer Service Department, repairs and guarantees as well as project development for facilities with radio broadcasting Harris equipment. Head of delivery, quality control facilities and equipment repairs.Activities:• Customer Service department sales and product manager• Support and Help Desk for Harris brand in Spain• IT Support Service for our customer's clients, servers and networks environment• Repair works quality control and commissioning • Harris equipment tuning• Management protocols drafting, installation, repair and maintenanceNotable projects:• SDH Microwave Ring design, implementation and delivery along with the company Telaco throughout the North of Portugal for the Portuguese Air Force• VSAT communications systems development and installation worldwide in Spanish Embassies in different countries• Harris 5, 10 and 25kW FM broadcasting transmitters installation for RNE• Cemtys (Ibercom) 10kW FM broadcasting transmitters installation in Angola and Marocco

Project manager and human teams manager in several communication facilities for the most important companies of the sector in Spain, such as Telefónica, Vodafone, Orange, Ono, etc. Development projects for the Ministerio del Interior, Police, Port Authority, etc. Technical Support for projects for customers and company personnel.Activities:• Installation, supervision of installations and delivery radio links for the different mobile phone providers in Spain• Project management on installation of equipment for satellite stations (Telefónica, S. A.)• Project Management of installation, configuration and delivery of communications systems SIAE technology between mobile phone base stations Telefónica - Movistar.• Project Management of installation, configuration and delivery of communications systems HUAWEI technology between mobile phone base stations Vodafone• Project Management of installation, configuration and delivery of communications systems technology for cellphones ERICSSON stationsNotable projects:• Installation, development, maintenance, Help Desk and troubleshooting of radio links of low and high capacity communication networks for RTVE• Installation, development, maintenance, Help Desk and troubleshooting of radio links of low and high capacity communication networks for Telefónica, Abertis Telecom, Orange and Vodafone• Development, installation and delivery of FM Harris transmitters and IBC Brands (formerly Cemtys) transmitters at different locations in EMEA for various broadcasting companies such as RNE, ONDA CERO, KISS FM or Cadena SER• IT Desk support for the Ministerio de Defensa de España and other official bureaus• IT Desk support and Help Desk for Telefónica, Vodafone Spain and Abertis-Telecom