Experience

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  Informatica batch pc sl

  Mar 2001 - Mar 2002

  Sales/ technician

  Developing computer equipment and material sales tasks, repair, configuration and testing of computers.

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  Iconmedialab computer consultants

  Apr 2002 - Jun 2002

  Professional training practices

  Systems Administrator in the IT department, managing, configuring and maintaining the network and controlling the backup systems, under Microsoft systems.

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  Distrecon s.l.

  Aug 2002 - Aug 2013

  Computer technician

  Developing assembly, testing, repair and maintenance of computer equipment, laptops and printers tasks. Planning and assembly of computer networks

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  Mbtec.es servicios informáticos

  Sept 2013 - Sept 2018

  Self- employed it consultant.

  Advice, sale and assembly of computer equipment, peripherals and consumables. Diagnosis, testing and repair of pc's, laptops, smartphones and tablets. Customer support, both individuals and companies. Analysis and implementation of wired and wireless networks. Hard drive testing and data recovery. Review, repair and installation of Apple equipment

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  Fedex

  Sept 2018 - Dec 2024

  Process & proyect analyst - it service support

  HelpDeskIncident & Request triageLevel 1 support agent, Incident, request and problem management, resolving internal customer issuesSOP- Creation of Standard Operation Procedures for SpainService DeskHelp Desk management, Externalization training to Infosys vendor- getting Bravo Zulú award,OnCall service: providing support for Spain major incident out of working hoursEU IT Escalation Process: 3rd Level Escalation manager: If a user is needing to escalate an issue when the Incident or Request ‘Expected Resolution Time’ has passedLevel 2 support agentKnowledge: Create and manage knowledge articles for the enterprise knowledge databaseLevel 2 support agent: remote incident ticket management for internal customer issuesMicrosoft 365 subject matter expert (SME): EU IT Support Newsletter: Creating news articles related to latest IT news, tips& tricksServiceNow Coaching: Processes creation to improve platform usage, like avoid incorrect tickets assignment or promote KB’s correct utilization.Service Transition leadNew projects management through service transition into BAU- Microsoft 365 license downgrade. OPS- Microsoft 365 license downgrade. SALES- Microsoft 365 Retention Program- Infosys Service Desk Citrix VDI migration- UK NAS replacement- SAP GUI 7.70 migrationBusiness continuity coordinatorCreate, assign, exercise and invoke the business continuty plan for the IT Service Ops Northern Europe Service Support Show less

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  Eurofins megalab

  Mar 2025 - now

  Senior help desk technician