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Customer Service Management

Dublin, Dublin, Ireland
January 26, 2014
Contact Info:


** ********* *****. ****** *, Ireland

Mobile: +353 899 758 111. E-mail:

Updated January 2014


The candidate's main objective is to lead development teams and software

support, applying project management techniques to ensure the achievement

of high quality systems and appropriate use of resources. The candidate's

core skills lie in J2EE architecture and modeling with UML 2.0. Has ten

years of professional experience in the field.

On a personal level is distinguished by being proactive and responsible and

have excellent interpersonal relationships with coworkers. The experience

in the past two years demonstrates the candidate's ability to lead teams.

Has the EU passport.


. Programming: Java, XML, J2EE, HTML, JSP, HTML, UML 2.0, JavaScript,

SQL Server, MySQL, Oracle JDeveloper 10g, BEA WebLogic 8.1, IntelliJ

Idea 6.0.5, WebSphere Application Server, WSAD 5.1.2, Oracle RDMS,

PL/SQL Oracle, TOAD for Oracle, .NET.

. Knowledge & skills: Development methodologies: RUP, XP, Scrum,

patterns of design, asset of architecture (ATAM). Team work,

leadership, project planning, Customer service, proactive, conflict

management, interpersonal relationship.

. Languages: Spanish (native) and English. Certifications: ScrumMaster

Certified. Membership: PMI 2679145



Company: Contractor

Position: Scrum Instructor Period: April 2013 -July 2013

SCRUM Instructor for different customers. Determination of content and

material of the course

Company: IBM Spain Final Customer: France Telecome

Position: Spanish Technical Support Period: January 2011 - March 2013


Systems team leader specializing in user support and infrastructure

management for Orange (France Telecom) in the CRM domain.

- Responsible for the management of incidents (Java, ORACLE DB, UNIX)

- Responsible for corrective.

- Communicate with Customers & internal departments via e-mail & telephone.

- Attending meetings with client tracking. Direct contact with the


- Identifying and solving problems. Proposed workaround for performance

improvement and prevention of incidences.

- Generation of metrics (KPIs and SLAs)

- Produce / Ensure quality of documentation of operations

- Reporting Service

- 24x7 Support Operation.

- Distribution of the workload of the team of 16 people.

- Preparation of operational documentation.

- Time estimates.

- Development of training materials and conduct training development team

located in India through conference calls.

- Meetings with clients to scope definitions of evolutionary applications.

Company: Capgemini Espa a S.L.U. Final Customer: Ministry of Justice

Position: Consultant 2 Period: February 2008 - January 2011


Maintenance of applications J2EE with BD Oracle. Project planning: drawing

up documents of the application design, monthly following reports per each

application (version in production), and different versions of the

outstanding and in course development projects. Team management: reviewing

and closing of the hours worked by the team, control of permissions and


Activities of management: Elaboration of the project plan. Document Writing

of design of the application. Monthly Elaboration of the information of

pursuits by each application for the Ministry of Justice, where is mainly

the present situation of the application (version in production), the

different versions from the pending developments of happens to production

and of the developments in course. Plan of tests.

Technical activities: Design and application of cases of test. Maintenance

of applications J2EE. Modification of interfaces JSP and HTML. Scripts

Programming in PL/SQL


Company: Corporaci n Sybven, C.A.

Position: Programmer Analyst. From: August 2006 to Feb. 2008

Final appointment at: Central Bank of Venezuela

Project: Development of bibliographic publications System

. Development systems based on Java and J2EE technologies.

< Participation in the whole development cycle

1 Information gathering at customer's for the development of the System

architectural prototype

2 Modeling in UML.

3 Data base design.

Position: Programmer Analyst From: February 2005 to July 2006

Final appointment at: Public Accounting National Office (ONCOP, in


Project: Optimization of the Management and Accounting Integrated National

System for Public Finance (SIGECOF, in Spanish).

. Development and maintenance of information systems based on Java and

J2EE technologies.

< New functionalities incorporation in the SIGECOF system.

< JSP and HTML Interfaces modification.

< Functionalities modification and addition.

< Scripts Programming in PL/SQL.

Company: INFOCENT C.A. Position: Programmer Analyst. From: July 2003 to

January 2005.

Address: Av. Principal Los Cortijos con 3ra. Transversal, Centro

Empresarial "Senderos", piso 5, oficina 508-A.

Caracas - Venezuela.

Projects: Fund and Credit System Development (FONCRE), CRM maintenance.

. System development and maintenance in J2EE Platform.

< Participation in the whole development cycle of the Fund and Credit

System (FONCRE).

4 Information gathering at customer's for the development of the FONCRE's

System architectural prototype

5 Modeling in UML.

6 Data base design.

< Modification of ERP System Sight-Control layer for a new version.


. Sept. 2011 - Sept. 2012. Master's degree in Economics of Austrian

Scholl. Juan Carlos King University. Madrid, Spain

. January 2008 - July 2009. Master's degree in Software Engineering.

Technical University of Madrid. Spain.

. January 1998 - July 2004. Bachelor's degree in Computer Science.

National University of the Armed Forces - UNEFA. Caracas-Venezuela


. General English Course Eden College from July

to December 2013

. Accelerated PMP Exam Prep Course IT INSTITUTE SL. Madrid, 40 hours. March


. ScrumMaster Certified. Madrid. Sept 11, 2012.


. Direction and Management of Projects Advanced. Enterprise confederation

of Madrid. CEIM, 25 hours. Madrid, July, 2010

. Direction and Management of Projects. Enterprise confederation of Madrid.

CEIM, 50 hours. Madrid, March, 2010