Jesus M Diaz-Perez

• Responsible for all service and network related technical issues for corporate customers, ensuring issues are resolved within the SLA and to the satisfaction of the customer. • To define execution plans and schedule commitments for the group. • Responsible for the output of the group and driving the vision and priorities of the group, having a deep understanding of corporate business strategy and Customers services. • Responsible for the oversight of high severity outage notifications, updates and tracking to technical and business leaders and user community. • To recommend changes to policies that affect immediate organization and may have an impact on the overall success of function(s), division or business operations. • Partner with internal and external teams to determine root causes on significant incidents and drive any identified problem to resolution. • To coordinate the technical staff in the Global Operations Center, including performance management, development and coaching. • To initiate and drive process changes designed to improve efficiency and customer satisfaction. • To develop standardization and consistency in process and workflow management. • Partner with multiple teams across the organization to identify and track key metrics (KPI). • To ensure the technical staff drives resolution of escalated customer issues. • To ensure proper communication and escalation of maintenance and production issues. • To summarize key elements of technical problems and work with the appropriate technical groups to develop post mortem reports. • Particiate on eTOM project in order to adapt Network Operations procedures to the eTOM frameworks

• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Manage technical resources and staff in order to complete projects successfully, on time and quality. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people. • In charge of external staff involved with projects.

• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people.

• To provide Operational areas with a specialist support level, including analysis and planning of Core Network and International Transit capacity. • Support all special events (network side), from the engineering stage (being aware of time and cost of commissioning and deployment of equipment and network resources) to the technical support along the whole event. • Detect any fault in solutions from Technology Area. • Teach, after releasing of new projects, to 7/24 people.

• Testing new internetworking products after Technology Areas design, and prior to commercial release. • Working with Cisco and 3Com equipment

• Service delivery in touch with enterprise customers. • Customer Services design and delivery. • RIPE technical conact. • Internet servers management (MAIL, DNS/Bind, FTP, HTTP). • Dial-up access (Cisco AS, 3Com TCH, Radius Servers). • Customer FireWall and Routers configuration.