01 — CV

CV

Alberto Lema Rodríguez · Project Manager · Madrid, Spain

Experience

Sep 2026 – Present

Hays Spain · ServiceDesk Plus programme for a logistics client

Led the programme from analysis through pilot to go-live; audited the request templates and replaced generic tickets with a quick-close template.
Designed roster-based auto-assignment (specialty first, then workload) and validated it in shadow mode with pilot groups.
Automate a redirect only when bounce-backs stay under 10%; simplified the service catalogue by merging portals and deactivating unused templates.
Built load and SLA dashboards for team leads, with all analysis run read-only through the REST API.

Apr – Sep 2026

VELUX · Global team: Spain, Portugal and North-West Europe

Led the billing-portal migration from Node.js and Google Sheets to Zoho Creator, saving users about 2 hours a week each; built a Portuguese service order form and a postal-code lookup.
De-duplicated the historical order records; enforced per-market data separation and role-based access.
Reworked two Power Automate flows for the DCS SuperUser calendar, fixing six blocking defects.

Dec 2025 – Mar 2026

VELUX · Madrid, Spain

Covered Iberia operations leadership during a vacancy; main stakeholder for Spain and Portugal on several logistics implementations, coordinating other managers and teams to land each one.

Jan 2024 – Nov 2025

VELUX · Madrid, Spain

Removed manual steps from return workflows by configuring SAP workflow; worked with key account managers on escalations and helped logistics cut delivery delays.
Wrote internal courses and guides as part of a global technical product expert group; trained colleagues live.

Jun 2021 – Jan 2024

VELUX · Madrid, Spain · S/4HANA go-live Jan 2024

Owned the Iberia master data and testing workstream across two legacy SAP instances: cleanup and de-duplication, open orders and quotations at cutover, checks after go-live; roughly 10–30 people across business, global IT and partners.
Tested and signed off the EDI flows and the Dealer Extranet link to SAP; raised defects and worked with IT and EDI partners until ready.
Supported the move to SAP C4C (2022) and Genesys (2022–23) as tester, process mapper, super user and trainer.

Earlier: Production Assistant on RTVE's Telediario 2 · technical support at HostPapa and SiteGround · English teaching.

Delivery

Systems

Media tools

Audiovisual Production
RTVE Instituto · 2014 – 2016

US High School Diploma
Doral Academy, Miami · 2010 – 2014