Albert Cotta

Experience

• 

  PropagandaBox

  Jun 2016 - Jan 2017

  Email Service Provider Technician

  Responsible for installing and configuring email servers for our clients as well as designing and scheduling email campaigns as a service. I was also responsible for ensuring the service was provided In accordance to the SLA.

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  Adservice A/S

  Mar 2017 - Aug 2019

  Publisher - Email Marketing

  Acted as a freelance publisher for several affiliate marketing companies (mostly AdService but also AdsNinja, AdCombo, Lola Leads) using own infrastructure, as our own ESP.Main tasks were the setup of the required infrastructure to ensure deliverability and lead generation and designing tailored email campaigns for various companies targeting specific audiences.

• 

  Stefanini EMEA

  Sept 2019 - now

  • Coordinate incidents, changes, and service-related issues across L1–L3 support teams.• Act as the liaison between clients and internal teams to ensure clear communication and fast resolution.• Lead monthly Service Delivery Reviews with clients, presenting performance data and aligning on actions.• Monitor service quality and ensure compliance with SLAs.• Identify recurring issues and follow up on corrective actions.• Handle escalations and involve the right teams when needed.• Track and coordinate scoped technical projects (e.g. firewall replacements or upgrades), handling client communication, quotes, PO requests, acceptance forms, and progress follow-up.• Compile and prepare monthly service reports to support the Finance team in issuing invoices for additional services.• Support risk awareness and contribute to operational stability through proactive coordination. Show less • Lead major incidents, coordinating the vendors to minimize business impact and keeping stakeholders informed throughout.• Oversee Service Offerings: Manage service offerings from multiple vendors for a large enterprise, focusing on timely resolutions and continuous improvement.• Act as the main point of accountability, managing all vendors and coordinating their efforts throughout the entire incident lifecycle.• Ensure incidents meet SLAs and align with organizational goals.• Analyze trends, address escalations, and optimize processes to enhance service quality and operational efficiency.• Proficient in leveraging ServiceNow's technical and reporting capabilities to track performance, identify improvement opportunities, and drive success. Show less • Lead and coordinate major incidents, ensuring swift resolution by collaborating with cross-functional support teams.• Manage escalations, maintaining focus on rapid issue resolution and minimizing business impact.• Serve as the main point of contact for technical and quality-related issues, driving timely communication between stakeholders.• Oversee daily service desk operations, ensuring efficient resolution of issues and management of escalations.• Maintain and strengthen client relationships, ensuring adherence to contractual obligations and service expectations.• Allocate resources effectively to support incident resolution and operational tasks. Show less

  • Network Technical Service Coordinator

    May 2025 - now

  • Major Incident Manager | Service Integration and Management (SIAM)

    Jun 2024 - May 2025

  • Major Incident Manager

    Sept 2021 - Jun 2024

  • Senior Technical Support Engineer

    Oct 2020 - Sept 2021

  • Technical Support Specialist

    Sept 2019 - Oct 2020