Responsible for keep the operation of Middleware infrastructure area in collaboration with a remote team located in India for VTR client.• I was part of the Middleware support team in the VTR client, providing quick solution in times to resolve all incidents generated in the platform, all this focused in order to maintain business operations.• Managed the requirements which went to production on the Middleware platform in order to ensure a satisfactory execution by the remote team, this achieving a high level of customer satisfaction.• I was the POC in charge of managing and coordinating the different activities or requirements to be carried out in the Middleware area together with the remote team in order to be able to deliver a quality service to the client in the operations area.

Responsible to verify and manage infrastructure alarms from VTR Datacenter, providing level 1 support, I also managed incidents and requests of VTR account.• I managed the requirements and incidents from VTR account, verifying that all requirements were provided to get a resolution from technical groups. Providing satisfactory SLAs resolutions.• I was part of the operations team, in charge to verify and manage alarms generated by the systems, being able to provide an accuracy of between 99% of critical alarms detection. Which ones were able to be resolved before than times stablished according SLAs.• I trained a new group of remote operators (located in India), getting them ready to take full Rol responabilities in only 1 and a half month providing 24x7 coverage.

Responsible for validating the correct functioning of automation, process evaluation and search for new automation opportunities, generate and maintain reports.• I Managed the automation area reports, being the only point of contact globally to create, update and maintain the reporting infrastructure. With this action, I was able to support with truthful and updated information to the worldwide management to take decisions.• I Audited Data cooperating in the continuous improvement of processes. I found new automation opportunities that were able to be implemented.• I thought, designed, implemented and managed organization documentation for external agents related to automation, who were responsible for verifying the correct flow of cases through the systems. I was able to support the migration of the Service Desk process to this group, maintaining the quality of the service.• I managed the process of verification of special requirements of the clients, in order to be able to determine if these requirements were automatable or needed to be worked by our engineers. It reduced effective human resources costs, improving levels of customer satisfaction, passing from 28 thousand to 15 thousand cases generated per month with the intervention of engineers.

Responsible for validating the correct operation of automation, verifying both the flow of cases and the systems that support it.• I leaded a group of 25 people, coordinating shifts to maintain 24x7 of continuous monitoring. I managed different tasks of the group being an intermediary between them and management of the area. I developed a cohesive and proactive professional team oriented to deliver a quality service to users.• I prepared a group of people, who were the trainers of their peers in the migration of the service desk to an external automation group. I was able to keep the team with the required knowledge and keep the times already set for migration.• I performed and managed training for new hires, to reach a productive level within a month. I could through intensive workshops to get them working in the required time.

Manage of service requests created by machine, documents creation.• Cooperated in the creation and maintenance of documentation used by field engineers for the replacement of parts on site. I obtained operational continuity in the delivery of services to users without unnecessary breaks.• I managed the shifts of the work group to have continuity in the daily and weekly work to obtain 24x7 coverage. I maintained a continuous delivery of quality service to our users.