• Leading a team of OpenShift support engineers located in different countries across EMEA

• Responsible for ensuring high-touch support experience to ServiceNow’s largest and more strategic customers in the Iberian territory. • Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations.• Owning customer escalations and guaranteeing the highest customer satisfaction levels.• Conduct periodic service, operational and executive reviews, presenting them to all levels withinassigned accounts organization including C-Level contacts.

Senior Product Support Manager for Solaris Operating System. Leading and developing a multinational team of product experts across Europe, LATAM and India. • Responsible for delivering L2/L3 support service under agreed SLAs. • Ensuring right performance for operational KPIs. • Handling Customers and Account team escalations. • Addressing high impact bugs and RFEs.Major achievements:✓ Overachieved CSAT goal eight years in a row✓ Included in the Directors DUTY roster and responsible for escalations reaching Directors level.

Senior Product Support Manager for Volume SPARC servers family. Leading a multinational team of product experts across EMEA , delivering Level 2 support to world wide customers. • Responsible for delivering service under agreed SLAs. • Ensuring right performance for operational KPIs. • Handling Customers and Account team escalations. • Addressing high impact bugs and RFEs.Major achievements:✓ 2009: Pointed as Spain Systems HW support staff host manager. POC for more of 100 employees.✓ 2010: Pointed as SPARC representative in EMEA Red Alert team.✓ 2010: Pointed as one of the hiring managers for the new created Solution Center in Romania.

• 2006-2007: Manager of the EMEA Spanish Language remote support team for Sun Systems products, including Servers (SPARC/X86) and Operating Systems (Solaris, RedHat and Suse Linux). • 2008-2009: Manager for EMEA volume server (SPARC/X86) support team. • Responsible for Spanish Language 24x7 support delivery to mission critical customers.Major achievements:✓ Lead the project transforming a country based support model to a EMEA wide Language support Model.

• Manager of Spain Level 1 support team, and Top Account dedicated support Engineers.• Responsible for delivering 24x7 support to Spain Mission Critical customers.• Responsible for Spain Solution Center KPIs.• Analysing and improving processes to achieve the highest support team performance and meet customer SLAs and satisfaction level goals.Major achievements:✓ Participant in project for transitioning from a local (Spain) 24x7 language support, to a “follow the Sun” model support (Spain-Mexico). ✓ Participant in cross departmental project (remote support, field, dispatch) for defining Support Services standard operational processes. ✓ 2005 - Leader for the Spain Hitachi 99XX series remote support SW implementation plan. 95% of implementation ratio achieved within the year.

• Managing situations for Sun Iberia biggest accounts when problems where impacting strategical customers projects or productions systems. • Crisis management and coordination technical and communication action plans and of all its stakeholders until full crisis resolution.• Post mortem analysis and service improvement plans recomendations delivered when needed. Tracking of implementation of recommended service improvement plans.Major achievements:✓ 2003 - Received Sun Services Excellence Award.✓ +50 critical situations/year managed and resolved with full customer satisfaction. ✓ First participant from Spain in EMEA support improvement project. Knowledge DB improvement.

• System Specialist in UNIX servers (Fujitsus GP7000 and Primepower Series) and OS (Solaris, SCO UNIX)• Technical leader for different Systems Integration department projects. Responsible for project documentation, customer deliverables and initial post sales support.• Responsible for solution design, project implementation.Major achievements:✓ 2001 - Received Fujitsus Excellence award ✓ Pointed as Spains SPARC servers specialist and assigned to the most critical projects.✓ Fujitsus unix Team leader for Movistar Movilpago , and Telefonica OSI coordinating 5 sysadmins and field engineers for entire Fujitus install base at Telefonica Spain.✓ 3 consecutive years nominated as Systems Integration deparment member for ISO900 audit

Working in SIEMENS Redes Corporativas as Systems Engineer. Deploying their network solutions to Siemens end customers.