Jaume Bonells

Enterprise Governance, Risk and Compliance (eGRC) strategy and solutions helps organizations become more agile, gain greater visibility into their data, and drive a trusted operational framework across the enterprise. Working as a part of the RSA Archer eGRC Team and responsible for troubleshooting and resolving client issues reported through phone and electronic submission. The emphasis of this role surrounds supporting Archer eGRC products and its customers using these products.

Working on data protection and archiving products using the latest disk, tape, DeDuplication, archiving, indexing and virtualisation technologies. Providing technical support to Symantec’s customers and resellers, answering complex questions on function and usage of Backup Exec, as well as other Symantec products (DLO, SSR).

On my arrival to the United Kingdom, worked as a waiter while looking for an IT related job.

Responsible for the service management, acting as an interface to the assigned customers dealing with customer service matters and escalations, ensuring that the service always meets the agreed service commitments.

Responsible for client progress meetings on and off site, cost control, invoicing, variation claims, invoice payment resolution and conditions of contract. Also worked closely with other departmental managers to promote overall company effectiveness.

Provided technical advice, consultancy and Subject Matter Expertise to customers on matters of IT Infrastructure developments, including their feasibility. • Producing coherent technical proposals that meet the customer requirements. • Managing the production of responses to customers RFPs. • Architecting and designing software solutions for various problem types. • Technical support of the sales team. • Provided leadership and work guidance to less experienced personnel. • Project management.

• Dedicated to the design, development and implementation of integrated IT solutions for domestic customer base within IT Infrastructure specialised in Citrix Presentation Server, Windows Server, Active Directory, Exchange Server, VMware GSX/ESX Servers and SQL Server. • Provided Subject Matter Expertise (SME) and technical leadership on multiple IT and Business driven projects, throughout the project lifecycle, from conception to completion. • Project management.

Provided installation, configuration, documentation, testing and support for several projects within IT Infrastructure including (but not restricted to) Citrix MetaFrame XP, Windows Server 2000/2003, Active Directory, Exchange 2000/2003, ISA server 2000/2004, Windows Clustering, VPN, Cisco Routers & Switches and ARCserve Backup.

• Provided consulting services to small/medium-sized customers with emphasis on systems, security and networking communications. • Additionally, provided project-based technology infrastructure solutions for customer regarding network security and monitoring.

• Responsible for the installation and maintenance of IT equipment including printers, scanners, servers and workstations. Supporting customers using remote access technologies and also by visiting client sites. • Installation and support of telecommunication equipment and starting off the new branches of the company around Spain (Seville, Alicante and Pamplona).