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Luis Felipe Coco

WHO

Luis Felipe Coco

POSITION

Professor, Master in Computer Science & Business Technology

Director of IT Support & Production, Telefónica España

AREA

Master in Computer Science & Business Technology

Subject
Business-Tech Integration

Always with the objective of improving the customer experience, currently I’m managing a team of approximately one thousand people supporting the improvement of the Company’s processes. Day by day we attend to all the customer request, we work in the continuous improvement of the operation and of the quality of the IT service, resolving the inevitable incidents of the systems when they occur.

I have been a senior manager in IT services and operation management for more than 12 years, developing operational models in which I have always sought the best balance between the quality of service perceived by the client and efficiency.

My professional experience has always been developed around the improvement of production processes and customer experience, how to manage and design the production model with the eyes of the client, from IT, but transparent the complexity of the technology.
During these years I have acquired a lot experience in outsourcing models and outsourcing management, with very relevant contracts and different model applied for different technologies and services.

As Head of IT at Telefónica Spain I have been responsible for production units and IT projects, as well as infrastructures that range from the communications network to the maintenance of applications, business data quality units, and technologies as diverse as the ZOS. or solutions based on containers. My main experience, more than the previous matters, is Service Management, customer relationship, and for this I have the lucky of have spent a big part of my career with my clients developing solutions and collaborative environments for their customers and users.

Professional Experience
2012 – Currently: Director of IT Service Management and Production in Telefónica España, managing the internal IT for the Spain OB, Corporative Infrastructure, B2B Cloud Services and Workplace Services
2006 – 2012: Senior Head of IT Operations, Application Maintenance and IT Tools and Process Management (ITIL referenced) in Telefonica España
2001 – 2006: Consultant in Solutio Consulting and Cap Gemini for Telefónica Móviles España, developing Client Based Operative Models for IT Production, developing an IT Service Management model and collaborating in different projects related with Service Desk and Customer Attend
1998 – 2001: Process Manager in Exide Technologies. In this role I managed several projects for industrial manufacturing, defining and implementing the infrastructures, manufacturing, quality and maintenance process. During this time I was as internal process consultant in Exide Group for quality certifications

Academic historial
Industrial Engineer, specialty Electricity, int. Automatic in UVA
Graduation Project: Design and implementation of multi-robot systems based on artificial intelligence implemented on the rules of the language
Executive MBA in IDE Cesem

Something about me
I love to teach, my first job was teaching to Industrial and Telecommunications Engineering students, Mathematics (Differential Equations, Integral and Differential Calculation) and Electromagnetism in a Support Academy for University, at the time I was preparing the Graduation Project.

My hobbies are Bike and read and learn of History, but my preferred activity is spending the time with my children and wife, if it’s possible travelling well as a family or with friends.