Alberto Agustin

* Design and creation of global company KPI 's business reports (Oracle | Qlikview | Excel) for senior management executives to improve company processes at: o Operational level: new orders, installations and implementation: speed, quantity & quality. o Services level: L1 - L2 - L3 support quality & speed, SLA compliance. o Logistics / inventory. * Design of local Country company KPI 's reports. * Drive Spanish customer support services. * Operations and support teams change management.

Driving Masternaut Spain M2M operations in the 2 main company business: Companies Fleet management - B2B, and insurance telematics - B2C, in partnership with Telefonica and Generali, and working in a European environment. Main objectives and results: * Company start-up processes design, implementation, and metrics. * Meet company business operational objectives. * Oracle migration from legacy systems (CRM MS-Dynamics + Excel) * Management of the company providers.

Driving pre-sales (service portfolio, catalog & opportunity management, services quotation, planning,...) projects delivery, IT support (remote and on-site, proactive and reactive, hardware and software) and franchises / partners / outsources companies management. Managing 13-18 people. Main objectives and results: *Processes set-up (ITIL v3 based) and CRM implementation (MS Dynamics) *Ensuring customer services are delivered within SLA agreed

Performing ICT projects.

EMEA region support services manager for OSS | BSS | IT systems. Delivering support to the biggest EMEA telecommunication companies (Telefonica, Vodafone, T-Mobile, Saudi Telecom,…). Managing a virtual | remote team of 12-21 European high level support engineers (located in UK, Italy, Spain, Germany, The Netherlands,...). Main objectives and results: -Decreased SLA penalties to "0". (No penalties applicable). -Decreased customers incidents backlog up to +35%. -Increased customer satisfaction

Leading a virtual team of 8 support engineers around Europe, delivering support services to more than 16 different systems (first and second level support; 24x7 and 8x5; proactive and reactive; remote and on-site; software and hardware, mission critical systems and non) in English & Spanish languages to the biggest EMEA telecommunications companies and internal project and installation teams Results: + Promoted to EMEA region support manager + Ranked #1 continuously in yearly evaluations since Feb'06

Integrated in a European virtual team (working remotely), delivering support services in English & Spanish languages to customers and internal project teams within the EMEA region. Results: Promoted to EMEA region support team leader.

Working remotely for an European contact center | call center located in the Netherlands, and delivering telephonic technical support for Network monitoring applications (HP Openview Netmetrix, Internet Advisor) in English, Spanish and French languages.

+ Working in a contact center | call center, delivering presales and post sales remote | telephonic technical support to test & measurement equipments (software (HP-VEE , C, C++, Visual Basic) & Hardware) to European customers in English, Spanish and French languages. + Located and living in Amstelveen, The Netherlands, from February, ‘97 until October, ‘98.

Software analyst / programmer (C, Pascal, Delphi). Supporting and performing analysis and programming upgrades and/or bug fixes of the company's software (buses & boats ticket vending machines). Working 50% of the time in Brazil on customer sites, and 50% in Spain, in central office.

+ Hardware and Software maintenance technician of the products (optical readers) and company PC's. + Analyst/programmer of real time communication applications, DataBases, OMR, BCR, OCR (C, Pascal, DBase IV-SQL, Adele+, Lepron, Form languages).

Equipos electronicos