Inerza-Contactel UTEProduction Manager
Jan. 2004 - Apr. 2023Spain, Santa Cruz de TenerifeDirected operations for over 150 IT specialists providing 24x7 technical support.
Managed Help Desk, systems, and telecommunications services across multiple clients.
Implemented ITIL best practices to reduce incident resolution times and improve service quality.
Planned staffing and scheduling to maintain SLA compliance for round-the-clock operations.
Developed standardized processes for escalation and root cause analysis.