Experience

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  Leon denis

  Jul 2014 - Dec 2014

  Analista de marketing

  Asociación sin ánimo de lucroPrácticas Empresariales

• 

  Sutherland

  Feb 2015 - Oct 2015

  Consultor

  Consultor campaña DellBackup Team Manager

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  Sutherland

  Jun 2016 - Feb 2019

  In charge of driving operational KPIs, and developing staff members across all areas, while building strong customer relationships. Working closely with all cross-functional departments to overcome customer challenges, ensure seamless execution and business continuity/growth of the existing onesCreation of development, backup, and succession plan to maintain high performing team, maintain a quality leader pipeline, and ensure business continuity

  • Team Manager

    Jun 2017 - Feb 2019

  • Consultor

    Jun 2016 - May 2017
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  Blackboard

  Mar 2019 - Aug 2022

  Manager

  As a support manager for the Americas and international markets, I aim to provide excellent support to all of our SaaS clients, providing coaching to our tier 1 and 2 engineers, and following different high-impact scenarios in which customer satisfaction is a must.Maintained metrics level (Client Satisfaction at 90%) during the 2020 COVID-19 surge (+100% case volume consistently for some products) with the same headcount.Working for one of the leading EdTech companies in the world, it's important to have a general understanding of our evolution, being the most comprehensive student-success solutions, and the greatest capacity for innovation, Blackboard is education’s partner in change. Show less

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  Endava

  Sept 2022 - now

  Discipline lead, infrastructure

  As a leader of the infrastructure team within Endava, we provide support and solutions in different tiers to our customers, making sure they are satisfied and creating meaningful and strong relationships within the team.Leading different teams that provide support, either on-premises or in the cloud, our skills in the team go from engineers able to provide solutions in networking, different operating systems (Linux, Windows), databases, and Cloud capabilities (Google, AWS, and Azure). My main goal is to guide this group of engineers to the best they can be, creating value for both, the client and internally for the company. We can also design and implement custom-made engagement projects that help us increase productivity, and the quality of our services while keeping a healthy work-life balance. Show less