Remote worker with 27+ years of experience - Last seen 1 year ago

With seven years of leadership experience as a Global MIM Duty Manager & OOH Floor Manager,
I've successfully led teams around the clock to ensure the highest standards of service delivery.

Experienced Systems Engineer and Analyst with over two decades of expertise in managing complex systems
and providing top-notch solutions for a diverse range of clients.

Transitioning to independent work, I'm committed to expanding my skill set through ventures into remote work, copywriting and application development.
Additionally, I boast a decade of experience in Forex and cryptocurrency trading, complemented by proficiency in MQL coding within the Metatrader platform.

Fluent in English, Spanish, French, and Dutch, I bring a multicultural perspective to every project.

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Global MIM Duty Manager:
- Major Incident Management for OOH customers worldwide
- Service delivery between customer stakeholders, Operational Command Centre and support teams.
- Change Advisory Board meetings and inform affected teams and service desks accordingly
- Assist in system changes & maintenances and handling consequent overflow cross-departmentally
- SPOC for OOH Business Continuity Plan
- Maintain OOH Duty Management sharepoint
- Manage worldwide Local Duty Manager's rotation
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OOH Floor Manager:
- Team Leader for OOH service desks in Barcelona
- Team/skills management
- Call queue management
- Email queue management
- Chat queue management
- Incident pack management
- Ticket queue management
- Backlog management
- SLA awareness and application
- Customer escalations follow-up
- Process integration for new customers
- Review of expectations & processes of each customer
- Ticket quality review
- Training & support new starters
- Maintain OOH Floor Management sharepoint
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🛂 Nationality	🇧🇪 Belgium
🏡 Residency	🇪🇸 Spain
📍 Location	🇪🇸 Spain
Remote OK	rok.co/@ysybcn
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Skilled in	project management team lead people skills major incident management service delivery risk assessment risk mitigation process integration lifecycle implementation problem solving ticket prioritisation backlog management okr quality management stakeholder communication customer service marketing office365 excel word microsoft office saas networks active directory user management access management content writing wordpress metatrader
Fluent in	englishspanishfrenchdutch
Preferred annual pay (min)	$70,000/year
Last seen	1 year ago
Signed up	1 year ago
Badges	👨‍💻 Remote worker 🎨 Maker 🎖 Early adopter