Description

I help businesses and teams resolve IT challenges fast. With 10+ years managing service desks in complex enterprise environments, I bring structured, ITIL-aligned support that actually sticks — from incident triage and change management to documentation and process improvement.

Whether you need reliable L1/L2 remote support, a clear ITSM process review, or well-written technical documentation your team will actually use — I deliver work that's precise, professional, and on time.

I've led a team of 8 senior technicians, managed SLA compliance across multi-network environments, and supported critical operations including 24/7 mission and exercise scenarios. My toolkit includes BMC Remedy, JIRA ITSM, Microsoft 365, Active Directory, and SharePoint — and I hold ITIL V3/V4 Foundation certifications.

Fluent in English and Spanish, conversational in French. Based in Mons, Belgium — available remotely across Europe.

Domaines d’expertise

Langues

Espagnol
Bilingue ou natif
Anglais
Bilingue ou natif
Français
Capacité professionnelle limitée
Allemand
Notions

Préférences en matière de lieu de travail

En télétravail uniquement

Travaille majoritairement à distance

NCIA
Senior CIS Technician & Team Lead
AGENCE & SSII
janvier 2017 - Aujourd'hui (9 ans et 5 mois)
Mons, Belgium
Senior IT professional with 10+ years in NATO enterprise environments. Specialized in multi-tier technical support (L1/L2), ITSM processes, and service desk operations across classified and unclassified networks. Experienced in incident & change management using BMC Remedy and JIRA, with hands-on ITIL V3/V4 application. Team Lead managing 8 technicians, with strong background in SLA compliance, escalation handling, and knowledge base development. Certified MS SharePoint 2019 Administrator. Proficient in Windows (7/10/11), Active Directory, MS Exchange, Group Policy, and M365. Additional skills in full-stack web development (Next.js, TypeScript, PostgreSQL) and data-driven tooling. Currently completing a BSc in Modern Computer Science (OPIT University). Fluent in English and Spanish; conversational French.
NATO Communications and Information Agency (NCIA)
Senior Technician — Centralized Service Desk
janvier 2017 - Aujourd'hui (9 ans et 5 mois)
Mons, Belgium
Multi-network NATO enterprise environment (NS, NR, NU, NPCL)
▸ COI/FAS Application Support: Provided Level 1 and Level 2 support for NATO Community of Interest services including LOGFAS, TOPFAS, and JCHAT — covering incident resolution, installation assistance, and configuration procedures in coordination with engineering teams. Trained at NCI Academy Oeiras on C4ISR and FAS Operational Usage.
▸ Incident & Change Management: Managed incident queues and ensured SLA compliance using BMC ITSM 9.1 and JIRA ITSM across multiple NATO networks. Liaised with service desks, branches, and CSUs to coordinate change propagation. Applied ITIL V3, V4, and Service Operation frameworks operationally.
▸ Exercise & Mission Support: Delivered 24/7 CIS support during NATO exercises and the Mission Secret Network environment, ensuring service continuity during operational tempo periods. Coordinated pre-exercise preparation, escalation management, and post-exercise reporting.
▸ Team Leadership & OJT: Mentored and coached junior technicians, supported shift planning and performance oversight, and contributed to the Incident Manager queue discipline. Developed knowledge base articles and service improvement documentation.
▸ Technical Documentation & SOPs: Authored and maintained Standard Operating Procedures, knowledge base entries, and service improvement records in line with ITIL best practices.
Spanish Army
Help Desk Technician (Team Lead) & Systems Administrator
août 2008 - octobre 2013 (5 ans et 2 mois)
Spain | Military IT environment, national exercises
▸ Team Leadership: Led a team of Help Desk technicians — created and enforced SOPs, managed shift rosters, and implemented a structured patching and profile cleanup process that measurably reduced incident volume.
▸ Core Systems Administration: Administered Windows Server environments with Active Directory, MS Exchange, Group Policies, software updates, and user account management.
▸ Exercise Support: Provided CIS operational support during military exercises, ensuring minimum service disruption including off-hours procedures and pre-exercise preparation.
▸ Incident Management: Managed end-to-end incidents and service requests through a centralised platform, coordinating hardware/software installations with logistics teams.