Madrid, Community of Madrid, Spain
IT infrastructure, Cloud solutions and Security engineer. Strong knowledge of On-Prem IT infrastructure (Network, Systems, Storage...) and Cloud computing solutions, concepts, architecture, technology, services and capabilities. Experience working with both Windows and Linux environments. Passion for technology and security operations. Hands-on experience in Deployment, Integration, Configuration, Support, Change management, Endpoint hardening, Vulnerability management, Incident management, troubleshooting methodology, RCA, Bugs, Security awareness program and Documentation, while applying best practices, policies, and procedures. Strong knowledge of security framework, tasks and tools. Service excellence advocate with proven awards and customer satisfaction. Pre-Sale technical skills. Mindset & Soft skills: - Continuous learning, Open to change and quick adaptation - Collaboration and teamwork mindset - Strong analytical thinking and hands-on experience on troubleshooting methods - Proactive approach to problem-solving - Customer advocate and service excellence - Multicultural and international workplace experience. - Security enthusiast - Trilingual: English, French and Spanish. - Excellent communication skills, both technical and non-technical audiences. Cybersecurity & Professional Certifications: *EC-Council Certified Security Operations Center Analyst C|SA * Certified in Cybersecurity ( CC ) - ISC2 Member * CompTIA Network+ Certified * CompTIA Security+ Certified * CompTIA AI Prompting Essentials Certificate * Cybersecurity Fundamentals certificate | IBM * Introduction to Cybersecurity certificate | Cisco * Cybersecurity certificate | Microsoft * Generative AI certificate | Microsoft Active Professional Certifications in progress: - Microsoft Security Operations Analyst Associate (SC-200) Course - pending exam - Splunk power user course - pending exam - Microsoft Identity and Access Administrator (SC-300) - pending exam - AWS Certified AI Practitioner - pending exam - Google Generative AI Leader - pending exam Other certifications: - AWS Certified Cloud Practitioner - ITIL V3 Certified - 1Z0-429: Oracle FS1 Series Systems Certified Implementation Specialist - Oracle Solaris 10 System Administrator Certified Professional, Part II (CX-310-202) - Sun Certified System Administrator for Solaris 10 OS, Part 1 (CX-310-200) - IBM Certified Associate System Administrator - Lotus Notes and Domino
-Digital Employee Experience (DEX) management. -Helping IT Teams to shape smart and productive digital workplaces -Empowering employees to be productive and efficient at work w/o any digital disruptions. -Clarity to IT Departments to enhance an ideal digital workplace for a more productive workforce. -Helping IT Teams to see, diagnose and fix problems, even before they impact employees.
Role: Infrastructure & Cloud solutions engineer Being representative of Global IT in EMEA for a multinational company means you have a great opportunity to learn and cover several Infrastructure and Cloud Operations when you have passion for Technology, Process, Security... Between others: - Network operations: VPNs, Wired, Wi-FI, Firewall, Router, Switch, AP - MS 365 operations: DLP, Licenses, Email Security, Compliance, Administration... - Cloud Content security: Box.com, Data Protection, Governance, Compliance, Workflow orchestration... - Cybersecurity operations: Endpoints hardening, MDM, Security awareness orchestration, Vulnerability management, Change management... - IAM - Entra ID: Provisioning, PIM, MFA, SSO, Conditional Access, Access Packages, Catalogs... - Employees and Partners support and training. - Hybrid On-Prem infrastructure Synchronization with Entra ID Tenant. - Migration of On-Prem to Public Cloud: Azure, AWS and Box.com - Migration of the traditional phone system to VoIP phone solution - Enterprise Cloud-based SaaS application evaluation, subscription, deployment, integration, configuration and Support across all departments: MS 365, Concur, Salesforce, Docusign, BambooHR, Monday, Lucid, Figma... - Incident Management: RCA, Reporting, Bugs liasing with Enginnering, Service request and incident flow orchestration [ServiceNow, Connectwise...] - KnowledgeBase and Documentation: Policies, SOP... [Jira, Confluence.] - Endpoint & Asset management: Full lifecycle from procurement and purchasing channel setup to decommission and disposal [Intune, Autopilot, Kandji, Apple Business Manager, NinjaOne...] - Lead Diversity, Equity and Inclusion operations in Spain. - Oversee contracts and SLA for outsourced services: Reports, improvement... - Build the internal employee Learning Management System (LMS) for self-service and self-paced learning
Role: Functioned as a hybrid technical expert, team leader, and strategic program manager, delivering advanced multilingual (French, English, Spanish) enterprise technical support for Oracle's flash engineered disk storage systems (Pillar Axiom & Flash Storage). Ensured mission-critical data availability for top-tier global companies operating in On-Premise and Cloud environments. Achievement: Provided advanced technical support and complex troubleshooting for Enterprise Storage [Oracle Pillar Axiom and Flash Storage] solutions. Served as the point of contact for storage performance, optimization, and critical incident resolution, coordinating complex remediation efforts with Engineering, and Product Management teams (handling Bugs, RFEs, RFIs, CFDs, and RCAs). Served as Technical Team Leader for a multilingual EMEA team spanning four countries (UK, France, Germany, Spain), collaborating with EMEA Team Managers to implement operational changes and representing the region in weekly Global Team Leader (GTL) meetings. Acted as a dedicated program manager, supporting implementation teams, partners, and storage administrators during critical phases, including deployment, optimization, and migration, ensuring minimum service interruption for top-tier global clients. Developed and delivered technical tips, best practices, and documentation to administrators and partners, significantly propelling their knowledge of advanced storage features. Drove knowledge excellence by creating, editing, reviewing, and publishing high-quality technical knowledge articles. Acted as a key Mentor and Coach for new technical staff across new regions (APAC/EMEA), by rapidly accelerating their technical knowledge and support capability in enterprise storage systems. Consistently built strong service excellence with several satisfaction awards.
Role: Senior Technical Support Engineer providing advanced, multilingual (French, English, Spanish) enterprise technical support for SUN Technologies: critical server, storage, and networking products to a global client base, ensuring strict adherence to Service Level Agreements (SLAs). Specialized in complex system diagnostics and resolution within high-availability environments. Achievement: Delivered Advanced technical support for the entire SUN ecosystem, including SPARC Servers, X86-based Systems, and the Solaris Operating System, ensuring optimal performance and maximum uptime. Developed and applied deep technical expertise in sophisticated storage solutions, specifically Storage Area Networks (SAN), Network Attached Storage (NAS), and technologies related to Tape and Disk Storage systems. Provided expert configuration and troubleshooting for Cluster Technologies and high-performance server/storage environments. Expert diagnosis and resolution of complex issues related to high-speed Network HBAs, Switches to maintain mission-critical connectivity within client infrastructures. Consistently achieved high resolution rates within strict Service Level Agreements (SLAs) for critical and high-priority enterprise incidents. Used outstanding analytical skills and systematic methodologies, including SGR and the New Rational Manager approach, to rapidly identify root causes and implement lasting technical solutions. Provided seamless, professional technical communication and resolution in French, English, and Spanish to accommodate diverse global customer needs.
Role: Advanced multilingual Tier 2 technical support (French, English, and Spanish) to SteelCase employees and infrastructure across the EMEA region. Managed the full lifecycle of complex incidents, from initial reporting to final resolution, while maintaining strict adherence to Service Level Agreements (SLAs). Served dual roles as a technical expert and an operational leader, ensuring service continuity and team capability development. Achievement: Managed & Troubleshot a large range of Enterprise Solutions, including Wired and Wireless Networks, MS Active Directory, MS Exchange, MS SharePoint, and legacy systems like Lotus Domino Notes and MS Groove. Provided critical support to production systems in manufacturing and logistics, including SAP modules (SD, MM, FI), ensuring minimal downtime for daily Job/Batch distributions across factories. Successfully used my Expertise in Graphic Design to efficiently support Design and Graphics Software and hardware (e.g., Wacom, Adobe, Quark) used by specialized teams. Handled critical incidents directly impacting SteelCase operations, ensuring rapid and effective resolution to meet stringent SLA requirements. Leadership & Mentoring: Served as a Mentor and Trainer for the Welcome Team and Level 1 Support staff, significantly enhancing their technical knowledge and overall support capability and customer care skills. Functioned as a Stand-in Team-Leader, leveraging deep technical knowledge and outstanding analytical skills to guide team performance and resolve escalated issues. Spearheaded the successful 1-month ServiceDesk transfer (May 2008) from Capgemini Spain to Capgemini Strasbourg (France), ensuring minimum impact on SteelCase infrastructure, employees, and partners. Effectively trained the new ServiceDesk team (15 members), establishing robust operational continuity and documentation for the transitioned activities.