Jorge Aguilera - Managed Services Director at Forfusion, a Cisco Gold Partner with a difference.
Have you always envisaged a career in the world of technology?
From a young age, I’ve always had a natural aptitude for studying, and it quickly became apparent that my interests aligned perfectly with the dynamic and rapidly evolving world of technology.
My career journey has been deeply rooted in my early fascination with computers and gadgets. Witnessing the advent of the internet while I was completing my studies and the subsequent integration of mobile phones into our daily lives was truly transformative for me. I vividly remember the excitement of getting together with a friend who was lucky enough to have a personal computer and learning basic commands of Microsoft MS-DOS.
When starting university, I was convinced I wanted to get into telecommunications. Initially, I was more interested in the electronics side of things, but as soon as I was exposed to the world of Networking and Cisco, I realised that my future lay in this area.
Tell us about the most exciting project you’re currently working on.
At Forfusion, we’re developing a new customer portal to simplify service delivery, reduce issue resolution times, and proactively address potential IT issues. By leveraging automation, AI-driven insights, and proactive monitoring capabilities, we aim to provide better visibility, control, and performance for our customers.
The development of this platform is an exciting opportunity for us to improve IT Managed Services and customer experience, reflecting our commitment to innovation and continuous improvement.
Tell us about your team.
My team is responsible for managed services including managed service operations, customer success, and software development. These teams work closely together to achieve exceptional outcomes for our customers.
The managed service operations team ensures the smooth functioning of our customers’ IT environments, leveraging IT service management platforms and related insights to automate, manage, and deliver integrated IT services and digital experiences. This team works in tandem with the customer success team, which focuses on relationship management and ensuring customers succeed using our products and services.
Our software development team plays a pivotal role in customising tools and developing purpose-built solutions to meet our customers’ specific needs. This collaborative approach allows for the seamless integration of customer-centric metrics and workflows, enabling proactive issue resolution and tailored customer support.
By working together, the teams at Forfusion ensure that the managed services provided are robust from an operational standpoint and aligned with our customer’s success and satisfaction.
What are your long-term plans for the business?
Our long-term business strategy emphasises building trusted partnerships with our clients and delivering cost-effective and sustainable solutions. This customer-centric approach reflects our commitment to growing our business while providing impactful and enduring managed services.
The managed services team is poised to focus on continual service improvement (CSI) actions and recommendations, ensuring that the IT managed services we provide evolve alongside the dynamic needs of our clients. This involves a proactive approach to identify areas for enhancement, which may encompass innovative technologies, new consumption models, and lifecycle-related considerations.
What’s your favourite piece of technology?
I’m afraid I won’t be very original with this as I’m quite into the Apple ecosystem. I love the iPhone and MacBook not only for work but also for my entertainment outside of business. I can’t wait to get my hands on Apple Vision once it’s available in the UK.
Do you have any heroes or mentors?
Yes, I’m fortunate to have benefited from a diverse range of mentorship experiences thanks to multiple individuals who have played a significant role in my professional development. These mentors have provided guidance, shared their expertise, and offered invaluable insights that have influenced how I approach my work and career growth. From seasoned professionals who have provided me with industry-specific knowledge and advice to colleagues who have supported my personal and professional development.
In particular, I’d like to mention David Rovira, who mentored me in my early days working with Cisco technologies in Barcelona’s IT industry. His guidance has profoundly impacted me; I’m grateful for all the support and advice I’ve received throughout my professional journey.
What’s your fondest career memory?
There have been many highlights but moving to London in 2012 was one of the most important. While working as part of an EMEA distributed team, I took the opportunity to relocate. It was a big decision, but my partner and I loved London, so it was easy to make.
It’s difficult to explain what this life change has meant to us and how an experience like this can professionally and personally enrich you. If there is one thing I’d recommend to anyone, it’s to experience working in other countries embracing diversity and different cultures.
Would you change anything in your career so far, based on what you know now?
I’d mention a couple of things. Firstly, seeking mentorship earlier in my career. The benefits of mentoring, such as refining leadership philosophy and identifying critical skills for potential future roles, are invaluable for professional growth and success.
Secondly, to have experienced living and working in another country earlier than I did. I moved when I was 32 and can’t recommend it enough to young professionals to try doing this as early as possible. It opens your mind and fills your soul with knowledge.
www.forfusion.com