Freelancer profile translated to English.
Back to original languageAbout Claudia
Systems Engineer with over 15 years of experience in IT service management, technical team coordination, and incident administration under the ITIL framework. Specializing in service desk leadership, SLA/KPI control, technological inventory management, and IT process optimization.
Experience in sectors such as health, retail, energy, and NGOs. Demonstrated ability in critical incident reduction, improved resolution times, and supervision of multidisciplinary technical teams (up to 50+ people).
Experience in multinational and multi-site environments (Spain, Portugal, UK, and Latin America), managing L1/L2 support for over 600 users. Focused on operational continuity, process optimization, and results orientation.
Spanish
Native or bilingual
English
Conversational
Can work on-site
Madrid (up to 50km)
Experience
- Save the Children EspañaIT Support Engineer / Technical CoordinatorSeptember 2022 - Today (3 years and 9 months)• • 30% reduction in critical incidents through process standardization and continuous improvement (ITIL).• • L1/L2 technical support (on-site, remote, and telephone) to over 600 users in Spain and Mauritania.• • Administration of Microsoft 365, Azure AD, IP telephony, and ticketing tools (Jira, GLPI).• • Comprehensive IT inventory management, technological asset control, and national logistics coordination.• • Complete management of corporate mobile telephony: activations, deactivations, SIM cards, and supplier negotiation.• • Supervision of technical and intern staff.
- COS Global ServicesCAU L2 Support SpecialistMay 2022 - August 2022 (3 months)• • L2 technical support via telephone and remote in Spain, Portugal, and the UK.• • Incident management for Active Directory, printers, mobile devices, and VPN.• • Ticket control and monitoring via Proactivanet; compliance with SLAs and quality standards.
- SONDAIncident Manager / IT Project ManagerJanuary 2017 - June 2021 (4 years and 5 months)• • 20% improvement in resolution times through structured action plans under the ITIL framework. Coordination of technical teams of up to 50 people in multi-site projects.• • Supervision of technological inventories and execution of mass renewals (Wall to Wall).• • Presentation of monthly SLA and KPI reports, and trend analysis to executive committees.• • Management of mass incidents ensuring SLA compliance for clients such as Compensar, Fundación Santa Fe, Colsanitas, Sodimac, Postobón, and Universidad Jorge Tadeo Lozano.
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Education
- Systems EngineeringMetropolitan UniversityIngeniería de Sistemas
- Higher Technician inUniversity Institute of Technology of Industrial AdministrationTécnico Superior en