Sergio Sancho Email & Phone Number

Madrid, Community Of Madrid, Spain

Managing a key enterprise customer on a “multi-tenant” and “fast-changing” environment serving 10 countries and over 8 MM end-users. Hands-on technical lead, managing all aspects of support delivery, including daily operations, scheduling, meetings, and addressing customer feedback, coaching and mentoring colleagues to ensure working efficiently and ensuring best practices are conducted emphasizing customer experience and customer needs. Act as T3 level support, managing customer inquiries and handling escalations, owning complex issues that require intensive debugging or a “creative solution”, actively participating in technical remote sessions with multiple stakeholders during critical and high-impact scenarios in order to speed up resolution, increase confidence and ensuring expectations are met with higher standards.

Part of the OTT (Over-The-Top Cloud TV) support team for: Front-End & Back-End (Web Services), Compute, Storage, Networking, CDN, Databases, Big Data and Analytics, and Security.Operated as “On-Site” support engineer for a key enterprise customer, acting as a focal point for R&D, Professional Services, and Product teams and collaborating with cross-company teams through customers organization.Successfully managed customer issues from start to finish, minimizing resolution timing and ensuring SLA agreements were met. Accompanied the customer through multiple stages of the project with a clear goal of improving service capabilities achieving an end-uses base increase of 240k users up to 1.8MM over this period.

Toronto Y Alrededores, Canadá

Ownership of the Service Desk of the company by providing level 1 or 2 support to the staff, Supporting Networking, Hardware and Software, virtual Environments (VMware) and remote sessions, Office 365 administration, data backups, and security.

Caracas

Responsible for the IT and sales area, during the application of a sales and inventory management system for better and faster product handling.• Implementation and install of a new sales system applying process automation.• Creation of an administrative system of central inventory, unifying information of company branches.• Designed a new sales scheme to efficiently manage over 2,300 third-party stores, increasing sales by 37% in two years.

Caracas, Venezuela

- Implement a microwave WAN using MOTOROLA-CANOPY.o Investigating the possible solution to connect the headquarters with an external office.o Design and simulation the system using Radio Mobile and Pathloss.o Implemented and executed the designed system.o Configuring a VPN server to guaranty secure connections.o Setting Security policies and network proxy.

Service Excellence For Bussiness, Business

Engineer’S Degree, Telecommunications Engineering, Telecommunications Engineer