Cristian Galve

Provisioning and optimising the Akamai Network for the EMEA Region.

Helpdesk Support for the Migration of the Lufthansa Miles and More software platform.

Monitor and Work with Incidents using Tivoli ticket system, resolving cases mainly using XML and Java log files to identify the source/root of the problem, ticket quality control of incoming incidents also identifying Major Problems and Majors Incidents and forward them to the right departments to analyse and recover. Working with other departments like Application Management, Change Management, Problem Management to identify bugs in the newer versions of the applications.

Leading a team of 9 people, 6 Front Office First line Engineers and and 3 Network Engineers for global customers. Second level escalation for the Service Desk in Munich and Carrier Liaison Management for EMEA. ITIL based Incident Management framework to coordinate and drive resource in order to restore normal service operation as quickly as possible minimizing the disruption to customers business.

As primary or back up performing all the assure needs for customer Cisco Including plan Maintenances, documentary and Training

Customer Support in 3 languages (English, German and Spanish) Fault manager and contact for all departments and customers, Escalations of faults inside C&W and opposite to service providers Management of voice, data and IP problems via ticketing systems like Remedy, Clarify and Flog.

Contractual work for Level 3 Communications GmbH Duties included Help desk, Preparation and installation of Customer Circuit turn ups which included RJ45 BNC and Fiber OSX cross connects, Testing of RJ45 and BNC cross-connects using an ANT5 (ACTERNA). Installation of Ackermann Power Distribution Units for customer installations. Additional duties included general upkeep of Co-location Facilities, Eq. Co-location Customer Cabinets, fiber guides, de-installation of circuit infrastructure no longer in use. In