Jaume Cortina Martinez

• Supervise and lead a team of service desk analysts, technicians, and other support team members.
• Provide guidance, coaching, and mentorship to team members to ensure high performance and professional development.
• Conduct regular performance evaluations, set goals, and provide feedback to team members
• Oversee the delivery of IT services and support to end-users within agreed service levels and standards
• Monitor service desk metrics and KPIs (Key Performance Indicators) such as response time, resolution time, first-call resolution rate, customer satisfaction, etc.
• Identify areas for improvement and implement strategies to enhance service delivery processes and efficiency.
• Coordinate the handling of incidents, service requests, and problems logged by end-users.
• Ensure timely resolution of incidents and service requests while adhering to SLAs (Service Level Agreements).
• Facilitate knowledge sharing and documentation of best practices, troubleshooting techniques, and standard operating procedures.
• Develop training programs and materials to enhance the technical skills and knowledge of service desk staff.
• Foster positive relationships with internal stakeholders and end-users to understand their IT needs and expectations.
• Prepare regular reports and dashboards summarizing service desk performance, trends, and issues for management review.
• Screen resumes, conduct interviews, and assess candidates' technical skills, customer service orientation, and team fit to ensure the selection of top talent.

• Resolved conflicts and facilitated open communication among team members, promoting a healthy work environment.
• Conducted quality assurance to verify accuracy of data used in IT projects.
• Led sprint reviews and planning meetings to promote full team engagement.
• Established and enforced project timelines and deadlines.
• Worked to provide continuous improvement for product development lifecycle.
• Reduced technical debt by actively identifying areas requiring refactoring or architectural improvements during sprint planning sessions.
• Conducted daily stand-up meetings, sprint planning sessions, and sprint reviews, ensuring effective communication among team members.
• Developed custom Scrum boards for better task tracking and transparency within the team.
• Mentored junior team members on Scrum best practices, fostering their professional growth within the organization.

• Provide hardware/software/network problem diagnosis/resolution
  via telephone for costumers’ end users.
• Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
• Improved user experience, monitoring feedback and making necessary adjustments to software applications.
• Streamlined IT processes by implementing automation tools and reducing manual effort.
• Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
• Use the call tracking system, chat and email to document and manage
  problems, work requests and their respective resolutions.

• Guiding – Highlighting historical and artistic value of visited sites,
  local customs and traditions, general information about the economy,
  culture, etc.
• Logistics – Managing daily schedules and overall logistics and
  transfers between countries.
• Emergencies – First point of contact. I was responsible for handling
  emergencies, resolving issues related to: health service, insurance,
  local law enforcement, etc.
• Accounting/Finance/Sales – On top of managing the overall
  budgeting I have also been responsible for sales and management of
  additional excursions and complimentary services.
• Interpreting – Oral translations during cultural visits and ad hoc
  interpretation and negotiation.
• Countries where I have worked:

Austria, Belgium, Belize, Bulgaria, China, Costa Rica, Czech Republic, Finland, France, Germany, Guatemala, Honduras, Hungary, Israel, Italy, Mexico, Panama, Portugal, Slovakia, Spain, Switzerland, The Netherlands.