IT Service Manager with Scrum master for the Workforce management application. - Native German language skills, very fluent in customer communication, both spoken and written. - I am involved in all IT software management with Backend (Java), Frontend, AWS cloud, Mobile (android and iOS) and DevOps infrastructure teams. - Daily Scrum with international team. Communication in English.  - I manage Kanban events (KPI's, timings, and issue) deciding priorities. - I use both Agile and waterfall methodologies, depending on the needs of each project. - I help the team to have a clear concept of Definition of Done (DoD). - I explain to the client in a simpler language the technical information I receive from development. - I elaborate user stories in which the client's expectations are well defined. - Follow-up committee with account managers and international directors. - Writing software functional analysis and documentation.  - I write test manuals using test cases, I promote the use of test-driven DDD to the technical team. - Change request management and bug fixing  - Weekly reporting of burn down chart and sprints in Jira. - Proofreading and technical translation German to English at Confluence

Ensure expert support in the German Age Verification team and PETA team (L2 support).Coordinator from the Age Verification early shift queue.Coordinator from the VIP and PGold queues.Compensate or deny very high game items, only available for L2.Mainly support for German, English and Spanish tickets.Support all languages that escalate their tickets. Verify game logs and investigate possible issues, deciding the priority.Check and understand the daily new Workflow procedures of the game.Create new technical workflow templates following the policies and procedures of the game.Translate templates from English to German and also to Spanish.Taking care of the Kanban events and Backlog.Daily scrum and retrospective meetings.Support tickets from the VIP and PGold queues.Direct contact with the client, to the daily tasks. Training new team members.

In charge of the Proactive Project inside Service Center Project for EMEA.Set clear goals with the rest of PM from China,America and India.Check that the rest of the team works according to the SLA.Help to solve issues related to the Project.Several meetings with different departments to try to improve.Implement changes to the actual IT programs and CRM.Generate documentation.Explain the new procedures to the team.Meeting with UX team to improve the CRM.Daily meetings with my direct PM to check status.

Setting clear team goals and following the team workload.Propose new strategies to improve team work.Attend several meetings including the Asia market.Daily contact with Managers to provide daily reports.Participate in recruitment interviews.Take care or f the Kanban events. Provide training to new team members.Facilitate daily problem solving and collaboration.Create new technical templates and documents so all team members can follow the same work procedures.Daily Scrum meetingMeetings for review and retrospective.DACH market coordinator.

Ensure expert support to remotely resolve hardware and/or software technical issues and application problems for the customers Latex(Mid and Low volume) and PageWide Printers for DACH costumers.Sharing the knowledge with the rest of the team to improve our knowledge.Proactive L1 Support for EMEA Customers.Remote Support for PrintOS.Keep customers informed of the status of the cases, elevating issues if needed & ensuring that service level agreements are met.Technical Documentation of the case to tracking what we have done to try to solve the issue and create an action plan for the Support Field Service Engineers.Assist Care Center Agents Level 0 to improve the case creation of warranty claims and technical cases.Support Field Service Engineers during onsite troubleshooting in case of need.Create a close professional relationship with the costumer to generate mutual trust and enhances customer experience.Dispatch of emails to the team members and take care of the different queues.Developed problem-solving and analytical skills.Teamwork and collaboration skills.Mechatronic knowledge. Responsable of DACH market accounts.Official HP certification in following presses:Latex 3000 seriesLatex 300 seriesPageWide XL seriesSkaar R series

Phone and email troubleshoot issues.Ensure expert support during multiple calls.Management of international calls (English and German).Taking care of the online incidences.Solve incidences through CRM (Siebel).Backup for Team Leader.HelpdeskCoaching for new team members.The help offered ranges from the simplest products for private use as well as for professional use.We must offer a quick response to clients who need a solution at the moment to be able to continue working, so it is necessary to have high technical knowledge of the specifications of both the product they are using and the computer, tablet or mobile they are on. working.In the case of cameras, it is necessary to highlight that advice is offered on how to take photographs correctly and advice about which are the most appropriate objectives according to the photograph that you want to take.You always have to know how to differentiate when a repair is necessary and when simply an explanation of the correct use of the product is necessary; However, as each client always has a different level of how to use the product or their computer, tablet or mobile, it is always necessary to put themselves at the level of knowledge of the client in order to offer efficient, fast and professional help.I offer support for Linux, Mac, Windows, iOS and Android platforms.Use of internal program Siebel and QDatos.

Trainer in ACTIC courses for individuals and companies, auditor for companies office tools,management of courses through Moodle.Individual courses about:Social Network like: Facebook, LinkedIn and Twitter. Email account registration and how to use.

Document management.Creation of reports in ERP.Human Resource assistantPhone assistance (only for employees).Stock management.Daily cash count control of the employeesDaily use of the internal program Ecivitas.

Aparte de realizar las tareas propias de administración también me encargaba de la traducción de documentos y en el contacto directo por medios de comunicación con empresas extranjeras.A continuación cito el trabajo realizado: Comprobación de facturas pagadas e impagadas, comprobar el estado de las mercancías (cantidad y tiempo de llegada), utilización de factura plus, atención de proveedores y clientes (en España y fuera de la misma principalmente Alemania), atención de comunicaciones ( teléfono, correo electrónico, cartas ordinarias y fax) realización de presupuestos, archivo de documentos (facturas, albaranes, presupuestos y pedidos), realizar las fotocopias y escaneo de documentos necesarios y por último llevar al día la agenda del gerente de la empresa.