I´m the Lead Technical Support in EMEA for Control-M Workload Automation DS products line for last 3 years, and reporting to the EMEA Support Manager I'm charge of managing a group of Technical Support Analysts to provide one of best Customer Service experience based in Customers feedback and hitting all time records in Customer Satisfaction in the industry.

Involved in Global projects and working closely with others GEOs in looking at ways for continue improvements and develop new working methods.

As part of the Global Customer Support, I´m also the Lead Subject Matter Expert of product Control-M for SAP since 2007, working closely with the SMEs and the developers of this product in areas such as:

-Product problems

-New features

-Knowledge Articles Management

Large experience in Global Customer Support environment, ISO9001 certification ( Internal auditor)