06/2022 - Present
Core Competencies:
04/2021 - 04/2022
Core Competencies:
02/2017 - 04/2020
Core Competencies:
Customer satisfaction Levels, Client SLA performance reporting, monthly financial management activities (maintenance services and billing), accurate asset management of the customer estate, renewal of maintenance service contracts, a great customer relationship with key stakeholders, that internal service departments are delivering against contracted Service Level Agreements to enable constant improvement of service, to enable the business (internal) to understand the satisfaction levels of all clients. Ticketing platform used Remedy / Service Now. Business or sector: TLC – IT Consultinghttps://www.nposistemi.it/?lang=en
10/2015 - 01/2017
Core Competencies:
Customer relationship management, analysis of the internal processes, customer care SLA's submission, penalty calculation, monitoring of the services provided to customer and periodical analysis of the tickets, process optimization, reduce the customer business impact, documentation, involving in critical issues, major outages, 3rd position in the escalation path shared with the customer, team management (25 IT technicians), goals, objectives, planning activities change with the customer, new implementations, depth knowledge of the contract between the parties and discussions on business expansion, billing. Ticketing platform used Service Now. Business or sector: IT Field – IT Consultinghttps://www.globalservices.bt.com/en
01/2014 - 10/2015
Core Competencies:
Customer relationship management, analysis of the internal processes, customer care SLA's submission, service credit calculation, monitoring of the services provided to Customer and periodical analysis of the tickets, process optimization, reduce the customer business impact, documentation, involving in critical issues, major outages and Service Desk coordination. Proactive way of thinking for avoid customer escalations and issues related. Application of Best Practice and ITIL basic principles. Business or sector: TLC - IThttps://www.deutschetelekomitsolutions.hu/en/our-services/
02/2012 - 12/2013
Core Competencies:
Monitoring and scheduled maintenance activities on production servers located in the Datacenter (Hungary and Italy). Direct support activities for the end customer through the use of the Cosima ticketing platform. Application of the principles of Best Practices. This role includes availability outside working hours to ensure continuity of service. Business or sector: IT - TLChttps://www.globalservices.bt.com/en
04/2011 - 02/2012
Core Competencies:
Professional support related to network problems, remote troubleshooting through web applications and direct tests on the router, using the SSH (Putty) protocol. The coordination of onsite FE to guide them to troubleshoot and solve the problem is fundamental in the list of activities. Application of Best Practice and ITIL basic principles. Business or sector: TLC09/2003 - 03/2011
Core Competencies:
Network administrator, management account and policy in A.D.,Ms Exchange, installation, configuration and management of the internal servers, backup, employment management documents (creation of domain account, mailbox access credentials), movement sensitive data, management purchase, client and server installations. Virtual machines management with VmWare architecture, management of VPN gateway to gateway and client to gateway, Firewall management, Veam Backup, Backup Exec and Nt Backup Management of “customer portfolio”. In the last 2 years I was elevated as IT Manager Team Leader for the local hardware equipment and taken the management of 5 IT Specialist located in 4 different branches (Turin-Milan-Rome-Tunis). Business or sector: IT Consulting2020 - 2020
Description:
ITIL 4 training2018 - 2018
Description:
ITIL v3 training2015 - 2015
Description:
VmWare vSphere: Install, Configure, Manage (v6.0)2006 - 2006
Description:
Implementing, Managing and Maintaining a Microsoft Windows Server 2003 Network Infrastructure: Network Services2002 - 2003
A2 - Elementary
B1 - Intermediate
B2 - Upper intermediate
C1 - Advanced
C2 - Proficiency
Service AND Account Management, Itil, Service Delivery, People Management, Best Practices, Problem Solving, Business Improvement
i Can-do Attitude
