IT Coordinator and Incident Manager

I coordinate and manage IT incidents for a major banking and insurance client. I track infrastructure incidents and verify that they are resolved according to the priorities and timelines established by the helpdesk support area and client suppliers.

I work across support and supplier teams to maintain visibility of incident status, facilitate resolution, and support service continuity.

I provided technical support to the sales department and conducted in-person visits with clients. I analyzed customer requirements and proposed suitable technical solutions to address their needs.

I delivered client communication, training, and support for deployed solutions, resolved issues with installed products, coordinated technical activities in Spain, and aligned operations with the parent company in Italy.

I implemented, configured, maintained, monitored, and documented computer systems. My responsibilities included Windows server administration, TCP/IP networking, Wi-Fi, DHCP, DNS, Microsoft 365 email administration, Active Directory user lifecycle management, and hardware maintenance.

I managed Level 1 and Level 2 support through Spiceworks, Azure backups, VMware virtualization, WSUS updates, Sophos endpoint security, and Sophos Connect VPN access.

I managed IT services for the Leonardo hotel chain across nine hotels in Spain and four hotels in Italy. I maintained switches, Wi-Fi infrastructure, computers, laptops, servers, user accounts, Microsoft 365 services, hotel key-system databases, and remote printer services.

I resolved Level 1, Level 2, and Level 3 incidents, administered Active Directory, supported Windows Server environments, and used remote-support tools including AnyDesk, VNC, and TeamViewer. I worked with English, Spanish, Italian, and Catalan-speaking users.

I installed proprietary software, provided user support, and resolved technical issues in a helpdesk environment. I supported Windows systems and used remote-control tools to connect to and assist clients.

I worked with Firebird databases for larger applications, Microsoft Access for smaller databases, and Microsoft SQL Server.

I installed company software and delivered Level 1 and Level 2 helpdesk support. I resolved technical issues for users working with Windows XP, Windows 2000, Windows 7, and Windows 8 environments.

I also maintained and created databases using Firebird for large applications and Microsoft Access for smaller database requirements, while providing remote client assistance.

I received hotel guests and managed reservations, check-ins, and check-outs. I also resolved computer-related incidents and supported daily hotel operations.

I negotiated with food and beverage suppliers and communicated with guests and partners in English, Spanish, Italian, and Catalan.

I maintained internal and client Windows Server 2003 and 2008 environments, Microsoft SQL Server databases, Active Directory users and groups, and IIS web links. I delivered helpdesk support and remote assistance through VMware, Windows Remote Desktop, and ISL Light.

I also configured and maintained racks, routers, switches, hubs, Juniper equipment, internet connections, and TCP/IP telephone systems.

I provided direct customer sales and support in a bookstore environment. I registered books in the system, managed returns of surplus stock to publishers, and helped organize cultural events.

I assisted customers in selecting books and contributed to the day-to-day organization of the store.

I maintained Windows Server 2003 and 2008 systems for internal operations and clients, administered Microsoft SQL Server databases, and supported Active Directory users and groups. I also worked with SAP to maintain store order workflows.

I provided helpdesk support by phone and remote control, maintained TCP/IP internal lines, and performed field technician work for retail locations within a 40 km area.

I provided direct sales and customer support in a bookstore. I entered books into the database and managed returns of surplus inventory to publishers.

I also organized events such as talks and workshops and advised customers on book selections.

Higher education course in computer systems and computer administration.

Obtained the Technological Baccalaureate.