•Project Manager in European Union Aviation Safety Agency (EASA)•Scrum Master in The European Border and Coast Guard Agency (FRONTEX) •PSO and Architecture department in the European Union Intellectual Property Office (EUIPO): - Project support in Digital Transformation Department (PSO and Architecture)- Developing, maintaining and ensuring compliance with communication plans- Maintenance of daily activities- Support and report to the project managers and head of services.- Development and implementation of specific procedures, tasks and improvements- Design monthly reports- SLAs monitoring and feeding into Continuous Process Improvement- Ensure SLAs are achieved- Architecture team follow-up- Remedy management in order to track Architecture tasks.- Risk Management- Continuous Service Improvement- Scrum management- Quality and performance assurance

Performance & Quality Department provided by IECISA:- Developing, maintaining and ensuring compliance with communication plans- Maintenance and control of the Communications Plan including Distribution lists to ensure theyremain up-to-date and Relationship Model.- Quality Improvement, with a reinforced coordination with IECI ALTIA Service- Development and implementation of specific procedures, services and SLAs.- Ensure that reports are reflecting reality and the results are aligned with the data accessible inRemedy.- Support to the design and validation of reports and dashboards.- Monitoring of SLAs and feeding into Continuous Process Improvement to improve the performanceof services ensuring that SLAs are achieved.- Reporting on SLA compliance and performance metrics to inform the Office and DepartmentsBalanced Scorecards and Executive reports.- Ensure that SLA exception are accurate and approved by EUIPO.- Supporting review, development and maintenance of quality.- Ensuring execution with the Office´s Document Management Policy.Other relevant tasks:▪ Continuous Service Improvement▪ Risk Management▪ Documental Management▪ Processes Audits▪ Knowledge Management▪ Key Performance Indicators

Performance & Quality Department provided by IECISA:▪Continuous Service Improvement:-Identify new improvement actions in the service and their management-Definition with technical areas involved the actions planning-Actions implemented follow-up and weekly reports-Feeding into Continuous Process Improvement the performance of services ensuring that SLAsare achieved-Analyse possible proposals for improvement-Results analysis to identify trends and weak areas to feed CSI actions▪Risk Management:-Analysis methodologies-Implementation and follow-up the risk catalogue-Create actions to mitigate risks-Communications to all parties involved-Risk assessment▪Documental Management:-Analysis and follow-up-Quality Document Catalogue-Optimization of documentation and procedures-Ensuring execution with the Office´s Document Management Policy. Using the Offices templatesand rules for versioning and storage▪Processes Audits:-Tickets periodical reviews-Develop and implement all Quality Controls over different teams related to work instructions andprocesses-Supporting audits activities, both internal to documentation and CMDB as well as ISO▪Knowledge Management-Manage these sources of knowledge with the goal of maintaining all this knowledge update andaccessible for all areas and team of the service.-Lessons Learned: design and performing▪Key Performance Indicators :-Monthly analysis of the evolution of the KPI'to control and assure these ones keep over theirtresholds.-Define Actions to correct or improve those levels when necessary, thus feeding the CSIFramework.-KPI's Management : Availability, IT Security, Strategic Plan, Operations▪Training Management:-Evaluate training needs and requirements in the service, to control and manage proper trainingactions that meet those needs-Sponsor training actions in the Service-Develop those trainings actions related to Quality, Processes and Knowledge Management in theService

▪ Reporting proposals and contract specifications▪ Follow-up reports▪ Intern training▪ EXIN exams Supervisor▪ Intern and extern procedures focused on ITIL / ISO 20000▪ Security Policy ISO/IEC 27001▪ Campaign of Security Awareness Plan▪ Quality Management based on ISO 9001▪ Open-Source Ticket Requests Systems (OTRS)

ITIL Project follow-up:▪ Identification of Proactive Improvements: Continuous Improvement Management (KaizenNewspaper)▪ Definition of ITIL processes: Configuration Management, Incidents Management, ChangesManagement.▪ Workflows design▪ Key Performance Indicators▪ Configuration Management: CMDB,CIs▪ Knowledge Management: documentary Alfresco▪ Service Catalogue▪ FAQS implementation

F1-Connecting (Wincor Nixdorf Partner), Valencia (Spain)▪ Technical Hardware Support (Carrefour Spain and CEPSA petrol station) microcomputer, serversand supermarket checkouts.▪ Access point configuration and validation▪ Incidences , complaints and closing tickets management through our application managementSystem SGI.▪ Cooperation with development department