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Victor Pastor Ibanez

@victorpastoribanez

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IT Service and Customer Operations professional at HPE who coordinated complex infrastructure cases and field service.

Spain

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What I'm looking for

I’m looking to develop further in Cloud Operations, AWS Solutions Architecture, IT Service Management, Technical Account Management, Cloud Support, Service Delivery, Customer Operations, or Infrastructure Operations.

At HPE CUSTOMER DELIVERY SERVICES, I managed complex cases for corporate accounts and VIP customers in critical infrastructure environments. I coordinated escalations between customers, N2/N3 support, and field operations, using Salesforce Field Service Management to dispatch technical interventions.

Previously, at SITEL – HEWLETT PACKARD, I coordinated field-service resources and handled Level 1 server and storage incidents. My experience also includes customer service and sales at VODAFONE, and training in AWS Cloud, ITIL, and Salesforce Field Service.

Experience

Work history, roles, and key accomplishments

Onsite Delivery Case Management / Field Service Dispatcher

HPE Customer Delivery Services

Jun 2016 - Jun 2024 (8 years)

Managed proactive relationships with corporate accounts and VIP clients in critical infrastructure environments, ensuring SLA compliance and high satisfaction. Administered the full lifecycle of complex cases, coordinating escalations and acting as liaison between clients, N2/N3 support, and field operations.

Salesforce Field Service Case Management SLA Management Escalation Management Logistics Coordination MTTR Customer Satisfaction

Resource Controller / Coordinador de Servicios de Campo

Sitel – Hewlett Packard

May 2008 - Jun 2016 (8 years 1 month)

Coordinated operational response and maintained continuous communication with corporate clients during critical service outages. Controlled daily assignment of technical tickets based on severity and priority, tracking MTTR and warranty compliance.

SLA Compliance Resource Coordination Ticket Management MTTR Inventory Management Client Communication

Gestor Técnico Nivel 1 – Servidores y Almacenamiento

Sitel – Hewlett Packard

Oct 2006 - May 2008 (1 year 7 months)

Received, classified, prioritized, and performed initial diagnosis of first-level technical incidents for corporate clients via phone and digital channels. Applied ITIL best practices in ticket lifecycle management and escalated complex issues to appropriate support levels.

Ticketing Systems ITIL Incident Management Technical Support Ticketing Escalation Management

Agente de Ventas y Atención al Cliente (Telemarketing)

Vodafone

Jan 2004 - Oct 2006 (2 years 9 months)

Attended to clients and SMEs, managed complaints, and resolved incidents focused on retention and customer satisfaction. Performed consultative selling and personalized advice on telecommunications products.

Customer Service Sales Complaint Management Retention Telemarketing