Project manager, service manager, bid manager, lead engineer

Main activities and responsibilities:
- Second Level Technical Support for European customers.
- Proactive customer (internal and external) contact.
- Attend customer meeting to provide explanations about the
support received.
- Trouble-shoot, diagnose and resolve customer raised faults on IP-
Data and Transmission.
- Queue Management activities.
- Supports the technical customer solutions installed and bring in
to service.
- Coordination of the different teams involved on troubleshooting
activities (Service Delivery, TPMs, TAC, OLO, etc.)
- Proactive support to the problem management team and NOC.
- Complete and update the tickets in the systems including provide
understandable RFOs.
- To act as a first point of escalation in all the cases that customer
requires escalation, providing a clear action plan, controlling and
coordinating complex technical solutions.

Main activities and responsibilities:
- Processes and procedures review and optimization.
- Defining and auditing Key Performance Indicators.

Main activities and responsibilities:
- COS Team management.
- Data Centre Customer Services Manager.
- Responsible for the EMSA/Intercity and Wholesale customer
service advisor team.
- Headcount and budget control.
- Responsible for the right customer satisfaction level.
- Define SLOs for entering orders in OHS and portability and phone
number allocation process.
- To ensure proper billing and payment

Main activities and responsibilities:
- Managing customer communications interacting directly with new and existing clients. (Interface between Customers and Colt).
- To provide quality customer service increasing the Colt’s revenues through increased sales.
- Resolving any kind of non-technical issues, enquiries and complaints.
- Drive improvements in customer relationships and customer excellence delivery.
- Monitoring customer order lifecycle ensuring we deliver on Colt Promise Date or before.
- Service and fault resolution reports on customer requests.
- Big deals project management.
- Regular meetings with customers.
- Managed Services Customer Services.

Main activities and responsibilities:
- Support interactive services for the digital television area.
- R&D (I+D) activities on interactive TV.
- Liberate API development and deliver.

Main activities and responsibilities:
- Installations of telecommunication equipment on customer premises.
- Resolve customer technical enquiries.

Main activities and responsibilities:
- LAN management and maintenance.
- Sun Solaris Servers management and maintenance.

2012 – Master in Teacher Training - Universidad de la Rioja
2000 - Higher Telecommunications Engineer – Universidad Politécnica de Madrid. (Final university project rated with honours qualification).
• PMP-Scrum - AGIPCI
• Colt internal training (Atrica, Lucent, Marconi, Cisco, etc.) • CCNA Training – Globalknowledge
• Networks and Systems security – UPM
• Ethernet technologies - UPM
• Management skills training – Krauthamer
• Microsoft Project – Professional Training
• Negotiation and Meetings Techniques - Griker.
• Time Management - CONORG
• Customer Care – KPMG Consulting
• Team Management – ASK
• IT Security - Afina
• TCP/IP Network Management, Java, Solaris Systems
Management – Sun Microsystems
CERTIFICATIONS
PMP (In process of certification)