2. Learnfrom ExistingFrameworkssuch as ITIL, Cobit, ISO 20000, IBM SSME Fromuniversity Cursing a Master in Service Management at La Salle University, Barcelona Gettingcoached by othercompanies’ Services Directors And always Participating to conferences Attendingwebinars Apply, adapt and review on the day by dayprofessinal life Reach Excellence in Services Management
3. Microsoft System Engineering MCSA, MCSE on Windows Server 2003 MCITP on Windows Server 2008 (in progress) Web Server Admin Microsoft IIS Web Server Administrator Oracle J2EE WebLogic Server Administrator Microsoft SQL & Oracle Database Admin MCITP on SQL Server 2008 (in progress) Microsoft SQL Server Business intelligence Maintain a Technical Expertise - I
4. DMS(1) Administration IBM CM, IBM FileNet CM P8, IBM FileNet IS , Documentum CRM(2) Administration Brainconnect, Microsoft Dynamics CRM, Salesforce Software Development Delphi, VB, C, C++ CertifiedDeveloper Sun Java J2SE CertifiedDeveloper(in progress) Maintain a TechnicalExpertise - II Document Management System Customer Relationship Management
5. AdaptExtraordinary Customer Service on the field Successful customer service doesn't just happen. It must be managed! The creation of a "customer-centered" organization requires fine-tuning the management processes to bring about extraordinary customer service. Shifting an organization's central focus to customers means that extraordinary customer relations and service will become a natural operating procedure for the organization. When customers feel that they are the central and primary concern of an organization, they buy more from that organization. By Jones, Coy A. (Business Perspectives)
6. Thankyou! How can I help you? Nicolas Gruloos Technical Support Manager
