RAFAEL MARQUEZ
Málaga
Summary
Operations & Service Leader with 25+ years of experience driving performance improvement, Agile transformation, and process optimization across IT, cloud, fintech, and education sectors. Proven ability to reduce operational waste, establish scalable workflows, and foster high-performing support environments. Strong expertise in Lean principles, service metrics, stakeholder engagement, and leading cross-functional initiatives across enterprise environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
BSO / Intercloud
01.2022 - Current
- Oversaw full-service delivery lifecycle for global enterprise clients in the cloud connectivity space.
- Reduced high-priority incidents (P1/P2) by 60%, backlog by 80%, and improved customer retention to 100%.
- Led redesign of escalation workflows, enhancing mean time to resolution across cross-functional teams (L1–L3).
- Mentored junior staff and acted as deputy for Head of Customer Service.
- Tools: Grafana, Icinga, JIRA, Netbox, Odoo.
Associate Professor
CESUR Vocational School
01.2020 - 01.2022
- Designed and delivered technical curriculum aligned with current industry practices.
- Embedded flipped classroom and project-based learning for operational thinking.
- 87% of graduating students hired immediately post-internship.
- Dual Program – Computer Systems & Java
Support Manager
Perfect Channel @ Ciklum
01.2018 - 01.2019
- Introduced Kanban workflows, reducing response times and streamlining support operations.
- Achieved 100% SLA compliance; reduced backlog by 70%; halved L4 escalations.
- Collaborated with dev teams to close process loops and improve time-to-fix metrics.
Technical Support Specialist
Bestseller Wholesale
01.2017 - 01.2018
- Managed global issue tracking and incident resolution for retail operations.
- Co-led Agile adoption initiative “Road to Agile,” establishing sprint planning and retrospectives.
- Managed high complexity cases related to database, inventory or supply chain issues.
Support Manager
Ebury Partners
01.2015 - 01.2017
- Rebuilt L2/L3 support processes; transformed support from reactive to proactive model with alerting/monitoring systems.
- Reduced backlog by 92%, implemented real-time dashboards, improved internal SLAs.
- Tools: JIRA, Zendesk, Kibana.
IT Operations Manager
Johnson Controls
01.2009 - 01.2015
- Designed and deployed the IT infrastructure for a greenfield automotive factory.
- Managed ERP operations (MFG Pro, SAP, BPCS), led 28-person development division.
- Awards: JCI Chairman Award (2014), JCI Global Merit Award (2010).
Education
Master of Science - Mathematics
Univ. of Málaga
Málaga, Spain06.2021
Master - Secondary Education & Teaching
Univ. of Málaga
Málaga, Spain06.2020
Master of Engineering - Computer Science Engineering
Univ. of Málaga
Málaga, Spain06.2002
Skills
- Operational Excellence & Continuous Improvement
- Process Mapping & Optimization (ITIL, Lean, Agile)
- KPI Design, Reporting & SLA Governance
- Cross-Team Collaboration & Communication
- Incident, Change, Problem Management
- Tooling: JIRA, Grafana, Kibana, ServiceNow, SQL
- Team Coaching & Escalation Flow Design
- OKR implementation and tracking
Certification
- Lean Six Sigma Green Belt (Planned – 2025)
- Agile/SAFe/OKR Certification (Planned – 2025)
LANGUAGES
Spanish: Native
Bilingual or Proficient (C2)
English: C2
Bilingual or Proficient (C2)
Slovak: B2
Upper intermediate (B2)
Czech: B1
Intermediate (B1)
Timeline
Senior Customer Service Manager
BSO / Intercloud
01.2022 - Current
Associate Professor
CESUR Vocational School
01.2020 - 01.2022
Support Manager
Perfect Channel @ Ciklum
01.2018 - 01.2019
Technical Support Specialist
Bestseller Wholesale
01.2017 - 01.2018
Support Manager
Ebury Partners
01.2015 - 01.2017
IT Operations Manager
Johnson Controls
01.2009 - 01.2015
Master of Science - Mathematics
Univ. of Málaga
Master - Secondary Education & Teaching
Univ. of Málaga
Master of Engineering - Computer Science Engineering
Univ. of Málaga
Similar Profiles
MOUSUM DEBMOUSUM DEB
Assistant Manager (Team Lead) - Enterprise Support | IT Infrastructure | Cloud Pre-Sales at INTERCLOUD LIMITEDAssistant Manager (Team Lead) - Enterprise Support | IT Infrastructure | Cloud Pre-Sales at INTERCLOUD LIMITED
Md. Mukit AlamMd. Mukit Alam
Manager at Intercloud LimitedManager at Intercloud Limited
ASHINI APPUHAMYASHINI APPUHAMY
Digital Marketing Specialist at BSO DigitalDigital Marketing Specialist at BSO Digital
Vincent CrooijmansVincent Crooijmans
Personal Trainer at Self-employeedPersonal Trainer at Self-employeed
Saloni VyasSaloni Vyas
Financial Analyst at Br3athe Health SolutionsFinancial Analyst at Br3athe Health Solutions