Carlos Sánchez Valdehita

Working at SITU: Science and Operations IT Unit

- Organize tasks, motivate and guarantee that the objectives of the team are achieved according to our compromise with the ESA Technical Representative.

- Frequent contact with ESA stakeholders to confirm that the objectives are being met.

- Provide System Engineer support to different ESA Missions and Projects.

• Providing 1st and 2nd level call resolution (on site and/or remotely) in the following areas:

o Windows 10 OS based client devices

o Smartphones support and management

o Office 365 and Azure AD

o Local and network printers: Installs, manages, configure, maintains and monitor

o 1st line networking (LAN, WiFi)

o Specific corporate applications: SAP, Adobe, MS Office, Encryption tools, etc

• Inventory control and asset management.

• ServiceNow: Registry, resolution and follow up of tickets, incidents, and activities

• Assumes ownership of all tickets, continually monitoring and following them up to ensure SLAs are met.

• Maintains, updates and integrates Knowledge Base DB, procedures and working instructions

• Work in conjunction with other EMEA IT operations/engineering departments to provide resolution.

• Liaises with the central IT service desk in Mexico. Evaluates tickets and allocate them to the correct team

• Support, deploy and maintenance Windows servers over VMware Virtual environment

• SCCM: Deployment images and software. Ensure that SCCM environment is functioning properly.

• Monitoring and managing computer lease contracts with Dell vendor through all life cycle.

• Support for projects:

o Active Directory migration to hybrid AD onsite and Azure Active Directory

o SAN MSA replacement with new virtual backup server

o Replacement of old SAI/UPS

• Timely and accurate diagnosis of problems related to hardware, software and network.

• Vendor management: Vodafone, DELL, Movistar, HP, Schneider-Electric, etc.

• Maintenance of computer peripheral devices: monitors, printers, and video teleconferencing problems

• Support for PCs imaging, administration and maintenance for hardware, software, OS and security backup.

• Data center activities:

o Installation of switches, routers, servers and network equipment.

o Fiber, Ethernet and power cabling connection

o Equipment deconstruction and hardware replacement.

• Model: Cloud externalized infrastructure through encrypted point-to-point tunnels with different providers: 1) Domain server, file server, print server • Tunnel to Powernet 2) 0365 • Tunnel Powernet/Microsoft (Azure) 3) ERP •Tunnel to Ibermatica/Microsoft (Azure) 4) BI/DWH • Tunnel to Infor

• Support the IT Department in management of IT Projects and activities:

o Migration of workplace from GSuite to O365: AD, machines imaging, antivirus, email, file storage.

o BC365 ERP: vendor selection, functional requirements gathering, project life cycle management

o DWH, Infor BI (power BI): vendor selection, functional requirements gathering, project life cycle

o IT Cyber security: Installation of a firewalls cluster (Fortinet, SDWAN) and double factor authentication. Responsibilities:

• Team manager and technical lead of a 3 people team to support end users (70 employees) for any IT incident or request: Daily workflow, plan, delegate and allocate tasks and priorities. Leading the team to effective service delivery.

• Accountable for technical decisions making and IT architecture.

• Engage in technical discussions with service providers regarding the deployment of new services.

• Act as a single point of contact of service providers.

• Project management: Definition, implementation and continuous improvement of IT Services & Applications.

• Provide business and data analysis support to IT projects.

• Accountable for the internet connectivity, telephony (F & M), virtual switchboard, printing, IT procurement, backup system and helpdesk services. Assuring that all services meet or exceed the specified quality criteria.

• Monitor actual availability, reliability and serviceability levels. Verify compliance with standards and SLAs.

• Fleet management for end user devices

• Maintain an exact inventory of all IT assets

• Lead the company on the Digital Transformation roadmap (continuous improvement processes)

• IT budget and contracts management.