Francisco Javier Martín Coteño

Experience

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  IDEL S.L

  Mar 2007 - Aug 2009

  IT Manager

  IT Manager:Lead the Desktop Management team to continually improve the desktop computingenvironment . Ensure that patching and anti-virus updates are carried out promptly and effectivelyWork with the Technical Design team evolve standards for hardware, software and securityin the desktop environment.Windows Server configuration, Active directory, batch scripting..

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  IECISA | Informática El Corte Inglés

  Mar 2010 - Jun 2014

  IT Support Manager

  IT Support Manager at IECISA:- Coordinates training and orientation for new technology users and helps them become familiar with equipment and networks.- Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements.- Organises support, troubleshooting, and repair for IT equipment and networks.- Establishes relationships with technology and component vendors.-Oversees IT support department staff, including education, training, and call centre specialists.-Develops and maintains emergency plans to address equipment, power, or security failure to ensure preservation of technology and data.- Scripting and L3 issues resolution: Power Shell, Batch, Windows server, Active Directory, GPO, Windows Services implementation.. Show less

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  Indra

  Jun 2014 - Jun 2016

  IT Operations Manager

  IT Operations manager on Indra. Active Directory admin, windows scripting, GPO configuration..

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  Ticketbis

  Apr 2016 - Sept 2016

  Telecom Manager

  Responsible of Ticketbis Helpdesk in Madrid, Bilbao and LATAM offices. I also managed mobile department and voice over IP services for the company.

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  EBay

  Sept 2016 - Dec 2019

  IT Service Operations Manager

  Managing the desktop computing environment to ensure that laptops, PC’s and other accessdevices are built and maintained to high standards of performance and security:- Coordinates, supports, and assists with the implementation of desktop/mobile devices, network administrative access, and technical support in a courteous, timely, and effective manner.- Provide support using remote diagnostics and access tools to internal and offsite employees. Answer phones and respond to tickets via the Helpdesk ticketing system and email. Provides resolution and completion of end-user issues and requests within service level agreements.- Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.- Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.- Voice Over IP, Server configuration, migrations, new extensions and DDI´s.. everything related with the call center in Spain. Show less

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  StubHub

  Dec 2019 - Mar 2020

  IT Operations manager: End User Services

  Leading IT operations for Iberia,Managing the desktop computing environment to ensure that laptops, PC’s and other accessdevices are built and maintained to high standards of performance and security:- Coordinates, supports, and assists with the implementation of desktop/mobile devices, network administrative access, and technical support in a courteous, timely, and effective manner.- Provide support using remote diagnostics and access tools to internal and offsite employees. Answer phones and respond to tickets via the Helpdesk ticketing system and email. Provides resolution and completion of end-user issues and requests within service level agreements.- Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.- Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.- Voice Over IP, Server configuration, migrations, new extensions and DDI´s.. everything related with the call center in Spain. Show less

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  CNH Industrial

  Mar 2020 - now

  As a main task, it is to improve the user experience when interacting with end-user support tools, for CNH globally:Developing and implementing strategies to improve customer interactions across multiple touchpoints and channelsAnalyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experienceCollaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectivesDesigning and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relationsTraining and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organizationMonitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholdersCoordinating a team of regional (EMEA, LATAM, APAC & NAFTA) CX leaders to bring improvements to the company globally Show less Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. Show less

  • Global IT CX Manager, Service Desk Manager & End User Services Site Lead Iberia and Denmark

    Mar 2024 - now

  • Service Desk Manager EMEA & End User Services Site Lead Iberia and Denmark

    Dec 2022 - now

  • Service Desk Manager EMEA & End User Services Site Lead Iberia

    Feb 2022 - Dec 2022

  • ICT End User Services and Infrastructure Manager Spain & Portugal (IVG & CNH)

    Mar 2020 - Oct 2022