Enrique Getino Reboso

Experience

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  SEREM Consultoría Empresarial

  Apr 2012 - Nov 2014

  2nd line and Backoffice Team Leader for Alstom (Spain, Italy, Mexico, Brazil, Portugal, Sweden)- Remote IT support for: ATOS (Spain), Alstom (Spain, Italy), Electrocomponents (Spain, Italy), Codere (Spain, Italy, Mexico, Colombia, Panama), Iglo (Italy), Adidas (Italy), Gefco (Spain, Italy, UK) and Rhodia (Spain, Italy). Software and applications managed:- Lotus Notes Certification Issues- Lotus Domino Mail Servers / Routing and Blackberry Users Directory- Account creation and managing, permissions level, connectivity supervision and data recovery.- Microsoft Office Suite (full troubleshooting)- Windows XP, Windows 7 and Windows 8 full troubleshooting andsupport.- SDM12 GY and GZ- Active Directory management- Creation, deletion, modification of users accounts, securitygroups, access to shared resources, etc. - Exchange servers management:- Manage mailboxes, users, quota, distribution’s lists and permissions.- Ticketing tools (SDM 12, BMC Remedy ITSM Ticketing System, ITG, BMC OSD Ticketing System)- Windows Terminal Server management, VPN networks, Windows XP and Windows 7 support.- Juniper VPN Application: general troubleshooting - WiCom (Sap Module)- Telephony and mailing system - SAP Users Directory- Users account managing Show less

  • Team Leader

    Nov 2014 - Nov 2014

  • IT ServiceDesk Analyst

    Apr 2012 - Oct 2014
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  Atos

  Nov 2014 - Jul 2016

  ATOS - AHS (Application, Hosting and Storage) IT Specialist and Systems Administrator, managing the following systems and applications:- Windows Server 2000, 2003, 2008, 2008 R2, 2012 and 2012 R2:- Active Directory, e-mail relays, Windows Firewalls, shared resources, system updates and general servers manage. - Unix, Linux, Solaris and Cent-OS servers.- Servers maintenance and control; supervision of space, resources, updates, modifications, data transfer and connectivity.- EMC Networker Console v8.2 and previos versions- Symantec Netbackup Console- Server backup control, supervision, planification and recovery processes.- Sharepoint 2013- Lightweight Directory Access Protocol (LDAP)- Users accounts troubleshooting, permissions, security groups and policies- IFM (Infrastructure Manager) for ProView v2.0- SDM12 GY and GZ- SDM 12.9 ATF- BMC Remedy ITSM Ticketing System- OSD Ticketing System- ServiceNow ticketing system- VMWare vSphere Hypervisor and VMWare Server- Virtual Machines troubleshooting- Stepping Stone Servers Manage and Support- NagVis v1.6.6: IT processes and network infrastructure with Nagiosapplication. Show less Atos - HelpDesk Team Leader for the following clients: Alstom, Electrocomponents, Equens Finance, King Fisher, Oxygen Finance. In charge of managing these 5 contracts with a 30 people team under my supervision. Software managed:- ServiceNow Ticketing System (Based on ITSM)- BMC Remedy ITSM Ticketing System- CRM Siebel- Genesys Telephony System- SmartCard Manager- Active Directory: Creation, deletion, modification of users accounts, security groups, access to shared resources, etc.- Microsoft Office Suite 2007/2010/2013 (full troubleshooting)- Lotus Domino Mail Servers / Routing and Blackberry Users Directory- Account creation and managing, permissions level, connectivity supervision and data recovery.- Lotus Notes Certification Issues- Windows XP, Windows 7 and Windows 8 full troubleshooting and support.- SDM12 GY and GZ- Varonis Data Governance- Access Control- SAP Users Directory- Users account managing Show less

  • IT Systems Administrator

    Sept 2015 - Jul 2016

  • Team Leader

    Nov 2014 - Sept 2015
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  Atos

  Feb 2020 - Apr 2022

  As a member of the Service Delivery Team, I was responsible for building and maintaining strong relationships with our customer, WA Health Support Systems (HSS), their senior management and technical teams involved in the support of the cloud migration. I was heavily involved in the successful transition and transformation of WA Health Support Services' workloads and infrastructure to the Atos digital private cloud in two state-of-the-art Tier 3 data centers.Key responsibilities:· Producing detailed reports to be delivered to Atos and customer senior management.· Serve as first point of contact for high priority incidents, prioritizing and engaging the technical support groups needed in each situation.· Collaborate with global teams to resolve challenges to ensure successful deployment and support.· Establish routines and communication channels for subject matter expert and stakeholder engagement.· Overseeing all aspects of project delivery by managing scope, schedule and risks while maintaining a high level of key stakeholder engagement· Conduct verification checks and audits for team adherence to the incident management process.· Supervise and review of the Post Incident Reports.· Facilitate change reviews and approvals within ITIL structure, assessing scheduling impacts and ensuring compliance with best practices of change processes· Knowledge on VMWare tools like vShpere, vRealize Log Insight, vRealize Orchestrator and NSX, Next Generation Firewall (Fortigate), F5, Dell EMC Avamar and ServiceNow.· Understanding of SQL Server Management Studio as well as the structure of High Availability systems. Show less Member of the Project Team responsible for implementing several solutions for a GovNext initiative including a large-scale cloud migration project for WA Department of Health.Key responsibilities:· Identify and report pre-migration risks and solutions.· Assume role of incident management and provide hyper care support post migration.· Analyse, prioritise and engage specialists support groups for resolution of incidents, and escalation if necessary based onthe terms and conditions of the scope agreed with clients.· Collaborate with fellow teams across the globe to resolve challenges to ensure successful deployment.· Establish routines and communication for subject matter expert and stakeholder engagement.· Provide reports to management on progress of incidents post-migration status.· Create and embed processes and support material for fellow teams.· Document control and governance of the incident management process.· Verification checks and audits for team adherence to the incident management process.· Provide technical support for virtual server management and backup during the hyper-care phase.Key achievements:· As a result of embedding the incident management processes created, this enabled new teams and members to better understand the standard way of working, the scope of work, and how to manage incidents across the organisation, and therefore contributing to quicker resolution of issues.· By establishing the reporting criteria and routine for the hyper care support phase this enabled management to clearly identify resource requirements and specialist skill needed to support a smooth and on-track migration for the client. Show less

  • Information Technology Service Delivery Manager

    Jun 2021 - Apr 2022

  • ICT Cloud Engineer - Incident Manager

    Feb 2020 - Jun 2021
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  Cisco

  Apr 2022 - Sept 2023

  High Touch Operations Manager

  Key responsibilities:- Act as business driver to improve customer's and Cisco's internal operations.- Develop deep understanding of customer's business functions and culture to identify opportunities for improvement.- Build and maintain strong relationships with key stakeholders within the customer's organization.- Act as the primary point of contact for operational issues and coordinate efforts to mitigate any crisis.- Represent the customer's needs and provide regular updates to internal teams at Cisco.- Coordinate conference calls and present quarterly reports with analysis of customer support needs- Collaborate with Global Delivery Managers to ensure consistent and seamless delivery of services to meet customer SLAs and KPIs.- Manage partner relationships and develop communications plans.- Continuously improve customer operations by developing and sharing operational standard methodologies, processes and procedures.- Act as a trusted advisor to key decision makers within the customer base and advise on the future direction of the Cisco-customer relationship.- Be the go-to person for customer and internal teams, providing detailed and documented requirements to cross-functional teams.- Produce High Availability metrics and other custom reports to measure performance.- Facilitate internal and customer-facing knowledge transfer sessions on Cisco tools, processes, and procedures.- Identify opportunities for improvement and project manage process improvements internally and within the customer's operations.Accounts Portfolio: - WA Department of Education- WA Department of Health- University of Western Australia- Curtin University- WA Public Transport Authority Show less

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  Atos

  Sept 2023 - Oct 2024

  Information Technology Service Delivery Manager

  As a member of the Service Delivery Team, i am responsible for building and maintaining strong relationships with our main customer, WA Health Support Systems (HSS), their senior management and stakeholders and technical teams from Atos, HSS and several HSPs. I was heavily involved in the successful transition and transformation of WA Health Support Services' workloads and infrastructure to the Atos digital private cloud in two state-of-the-art Tier 3 data centers.Key responsibilities:· Producing detailed reports to be delivered to Atos and customer senior management stakeholders.· Serve as first point of contact for high priority incidents, prioritizing and engaging the technical support groups needed in each situation.· Collaborate with global and local teams to resolve challenges to ensure successful deployment and support.· Establish routines and communication channels for subject matter expert and stakeholder engagement.· Overseeing all aspects of project delivery by managing scope, schedule and risks while maintaining a high level of key stakeholder engagement· Conduct verification checks and audits for team adherence to the incident management process.· Supervise, review and approve the Post Incident Reports, RCAs and Problem Management activities.· Facilitate change reviews and approvals within ITIL structure and processes, assessing scheduling impacts and ensuring compliance with best practices of change processes.· Broad experience with multi-country environments and providers.Technical Skills and Certifications:· VMWare Technical Associate Data Center Virtualization certified (2022)· Microsoft Azure Fundamentals certified (2024)· VMWare vShpere, vCentre, vRealize Log Insight, vRealize Orchestrator and NSX Distributed Firewall.· Next Generation Firewall (Fortigate), F5 Big IP, Dell EMC Avamar and ServiceNow.· Understanding of SQL Server Management Studio and structure of SQL High Availability systems redundancy, design and troubleshooting. Show less

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  Accenture Australia

  Oct 2024 - now

  Service Deliver Ops Lead Manager

  As the Service Delivery Operations Lead Manager, I drive excellence within our Customer Support division by overseeing the end-to-end resolution of customer inquiries, effectively managing escalations, and addressing complaints to deliver top-tier solutions. My role extends beyond traditional support functions; I am leading the transformation of customer service into a strategic asset, one that turns service delivery into a market differentiator and a source of added value.Using advanced platforms and software, I ensure a seamless experience that enhances both customer and agent interactions while elevating overall contact center performance. I work closely with senior leadership, aligning our operations with strategic goals to drive continuous improvement and meet SLA commitments.Key Responsibilities:- Resolving complex customer issues, handling escalations, and closing complaints within SLA timelines to ensure customer satisfaction.- Creating and implementing tailored solutions by analyzing a range of factors and making data-driven decisions.- Adhering to strategic direction from senior leadership and establishing achievable near-term goals.Collaborating with senior management, both internally and with clients, to address and adapt to unique challenges as needed.- Exercising sound judgment in making independent decisions on new assignments, directly impacting day-to-day operations.- Leading medium to large-sized teams, guiding them to success and managing substantial project efforts.- Supporting our 24/7 operations, including working in rotational shifts when necessary to ensure consistent service delivery.Through these efforts, I continually contribute to our mission of delivering outstanding customer support that stands out in the marketplace. Show less