Jose Vicente Diez Fidalgo Email & Phone Number

Monaco

Monaco

Dublin, County Dublin, Ireland

• Manage all operational aspects of the Customer Support team.• Coach and encourage personal development and responsibility within the Support team.• Monitor team performance, including customer satisfaction, ticket resolution and ticket trends.• Manage support coverage and on-call rotas.• Manage team meetings and 1:1 meetings with team.• Handle customer escalations, following up with customer feedback as required.• Liaise across Vectra to address operational and procedural issues crossing teams.• Act as communication focal point for team, e.g. team-level feedback, roadmap.• Identify improvement opportunities in the team, process, documentation and tooling.• Partners closely with the Support Engineers to develop individuals, process, product and technologies throughout Vectra.

Dublin, Ireland

EMEA Customer and Technical Support Manager in GuidewireBuilding and managing the technical support team based in Dublin.Key responsibilities for this role:• Mange a globally distributed team, providing leadership across teams• Escalation point for the team• Incident & Issue management• Establish and maintain strong customer relationships, understanding priorities and improvementareas with a focus on increasing customer satisfaction• Drive continuous Improvement: continuous review, design & implementation of process toincrease effectiveness• To be influential with a focus on building and maintaining relationships across all functions• Developing people, identifying knowledge/skill gaps within the team• Establish & Manage KPI target measures for the Team• Compile monthly, quarterly and annual management reports on progress against targets.

Dublin, County Dublin, Ireland

Key responsibilities:• Managing high performing Support, Operations, Implementation and Data Management teams based across Europe, USA and Asia.• Overseeing 24x7 production operations, support management and critical incident management for all customers.• Scaling global operations and support teams to support significant business expansion and on-boarding of several new customers.• Leveraged outsourced partnerships to deliver a global support presence, driving a ‘one team’ culture ensuring an excellent customer experience is delivered.• Performance management of a large global team, ensuring continuous improvement is embedded with our teams on a day to day basis.• Project management ensuring the successful delivery of customers platform upgrades per delivery schedules.

Dublin, Leinster, Ireland

Managing the teams of Technical Support Engineers based in Europe.- Team performance- Mentoring team members and developing new onboarding and training plans.- Incident and Problem Management- Local point of escalation for SMT and other teams.- Manage product setup and control of Pre-Production and Production environments within Datalex hosted facility. The systems are CentOs VMs with SalStack, running Java applications on Apache+Tomcat+JBoss.- Deployment and set up of ElasticSearch+Kibana. This includes design of operational and Support Dashboards.- Reviewing and developing monitoring on the application.- Working with the IT and Hosting Director to design the new Applications Support structure.- Design and delivery of Jira Service Desk.Since March 2018, managing the support team based in Atlanta (Georgia, USA). Driving the hiring process of new team members to expand the team, increase their performance and enhance their engagement with the other support teams.

Killorglin

Information and Batch transaction processing control and support team. Maintaining and supporting the information and batch transaction system with strict quality and SLA requirements.Managing the support team, creating rosters, writing performance reviews, annual employee assessments, acting as liaison with the HR team and all other duties associated with the role.Main point of contact between the support team, the other support teams and the client (internal and external) taking an active part in the daily meeting where changes to the systems are discussed and the planning of their implementation and deployment of infrastructure, sysadmin, databases, releases, as a part of the control / maintenance group).Main achievements:- Developing and automation of the transaction batch processing using Opswise.- Developing scripts using Bash Shell, SQL and python to automate tasks.- Supporting the migration of Oracle Database from 11g to 12c.- Migration from Nagios to OP5, reviewing and improving the monitoring.- Operational dashboards.

Killorglin

The Team Leader will ensure the smooth operation of support team. The Team Leader will mentor team members to ensure provision of world-class support services to FEXCO's merchant base, PSP’s, acquirers and colleagues, whilst supporting all FEXCO Merchant Services data and applications, ensuring tickets raised are processed efficiently with clear, concise & helpful solutions.- Oversee the daily team activity and facilitate procedures and workflows.- Monitor and revise the ticket management process where necessary to improve efficiency and productivity.- Manage an appropriate escalation and handling mechanism for customer inquiries via all routes within internal and external SLAs.- Prioritize workload across the team, manage recruitment and staffing levels for this purpose.- Work closely with the Implementation team to ensure new functionality is managed through them and that new merchants / PSP’s / Terminal and Back Office releases coming in to the production environment are tested & reliable with all support requirements & contacts specified during the handover.- Ensure all work requests adhere to the established process and are logged accordingly via the ticket system with emails / phone calls / verbal requests being migrated to ticket requests.- Oversee ongoing population of knowledge base for all Support related procedures, scripts and workarounds, ensure that it is updated regularly by all team members.- Nurture and maintain relationships with key people within our client and partner organizations.- Develop individuals to ensure tickets of a repetitive nature are managed out by either escalation to the appropriate business owner, technical changes or training to tackle the root cause.- Act as mentor to the Global Support Team, providing help & guidance to direct reports,drive productivity & efficiency by close management, regular communication & use of OGSM’s.

Killorglin

As a key part of the Global Support team, the Global Support engineers ensure provision of world-class support services to our merchant base, PSP’s, acquiring banks and colleagues by managing support tickets efficiently and keeping the customer updated throughout the process. This role primarily involves the support of FEXCO’s global Back Office infrastructure, as well as supporting critical processes such as incoming merchant files, sending bank files and exchange rates distribution to various platforms. Global Support is also responsible for the validity of the merchant data & report accuracy from FEXCO’s bespoke reporting system Mercury.Primary Duties & Responsibilities- Process tickets raised with Support ensuring clear, concise & full solutions are provided on each ticket and the tickets are processed within the agreed SLA’s.- Support the Back Office infrastructure on Linux servers, ensuring large Merchant transaction files are uploaded and processed successfully.- Monitor daily Cronjobs and make sure all Cronjobs process successfully. Editing these may be a task from time to time.- Monitor daily Rates collection & distribution processes- Compile SQL scripts to generate ad hoc reports where required- Work on own initiative ensuring tickets are prioritised accordingly to reflect the severity of the incident and are processed within SLA’s.- Nurture and maintain relationships with key people within our client and partner organisations.- Liaise with Finance with regard to resolving database issues such as reporting differences.- Compiling commissions and creating EMTS & BACS file- Investigate transaction rejections from various acquirers, correct & respond accordingly.- Deadline driven individual with ability to be flexible & accommodating to meet business critical requirements.- Identify manual & repetitive tasks; raising CR’s to develop tools & utilities to manage out via automation.

Tralee, Co. Kerry

The Centre for Innovation in Distributed Systems (CIDS) was formed as collaboration between the Wireless and Mobility Research Group in the Institute of Technology, Tralee and the MIT Forum for Supply Chain. The primary research focus is in the area of Radio Frequency Identification (RFID) and the Internet of Things (IOT) with a particular interest in projects that are applied and industrial in nature. The group has been leading the drive towards RFID and IOT adoption by Irish industry which is proportionally low compared with other EU countries. CIDS are the Irish representatives on a new EU Thematic Network focused on RFID technology originally called the RACENetworkRFID (www.race-networkrfid.eu) but now referred to as RFID in Europe, which was launched in March 2009.Working as a technical consultant in determining needs and planning the implementation and deployment of solutions for the company. Direct contact with the customer.Web site development in PHP + MySQL + CSSImplementation and maintenance of ISS7 on Windows Server 2008Implementation and maintenance of Parallels Web (Web platform to administrate services and users)

Valencia

Developed the e-commerce site and was the main point of contact with the manufacturers.Technical support engineer (PC, Notebooks, Embedded systems, network cable installation).Web site developing in PHP+MySQL using Joomla Framework.

Barcelona, Spain

Main point of contact for support in the Spanish north-east.Designer and installer for the new office in Catalonia.

Diploma, Computer/Information Technology Administration And Management, Diploma In Technology Leadership

Strategy Processes + Explores the role of strategic management in improving organisational performance. + Making sense.

Cert In Team Leadership Sp Lv6, Business Studies

• Display competence and confidence to communicate effectively in a professional context, both orally and in writing with a range.

Technical Engineering In Computer Systems, Compuers