Professional Profile
"+20 years of experience for Professional Services in the IT application to business solutions applied to the end customers. Management of work teams, planning, construction of improvement plans, Business Transformation Consolidated experience as Service Manager, IT Manager and Project Management for Management of work teams, planning, construction of improvement plans, applying the Best Practices and ITIL principles. Strong relationship skills with any level and consolidation on market negotiations, implementations and formulation of offers. Multiple management of services and projects, including billing, forecast, accrual, revenue"
Experience
Global Service Delivery Manager
DEKRA Akademy KFT.
in Budapest06/2022 - Present
Incorporated within the GIO department to deliver cloud services, networks, infra aimed at end users of the same global group.
As Global Service Delivery Manager, I have the task of being the main contact between the various
DEKRA departments and our IT support center and an active part in any escalation.
Service Delivery Manager
Aubay Portugal
in Lisbon04/2021 - 04/2022
Network and cloud services on an AXA GO project, in which the role of Service Delivery Manager is crucial for the relationship between service providers and resale to the end user.
Monitoring of the two Data Centers in France used by Axa for data and voice services. For this project, contact with SFR was crucial in order to define with them the percentages of availability on the provision of the service (Data Center and connectivity).
The role of the SDM takes care of the supervision of the performance of the service, production of weekly and monthly reports, relationship with customer and supplier (also at level C) and provides for an accurate analysis and relative creation of SIP in the medium and long term.
The perfect understanding of the various SoWs and contracts with vendors and relative periodic discussion of the contractual terms through the QBR are crucial for the role.
Global Customer Service Manager
NSC Global Ltd, trading as nsc}
in 3rd Floor, West Building, 1 London Bridge, London SE1 9BG United Kingdom02/2017 - 04/2020
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 Consulting
Technical Service Manager
NPO Sistemi (a Ricoh Company)
in Rua Rio Grande do Sul, 661 - 5° Andar - barro Preto, Belo Horizonte (MG) – CEP: 3017010/2015 - 01/2017
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 Consulting
Service Relationship Manager
BT Global Services
in Metropolitan IPWest II, 91-93, Budafoki út, Nádorliget-lakópark, Kelenföld, Budapest, Central Hungary, 1117, Hungary01/2014 - 10/2015
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 - IT
2nd level System Administrator and CMDB accountable
IT Services KFT (partner of T-Systems)
in Debrecen, Debreceni járás, Great Plain and North, Hungary02/2012 - 12/2013
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 - TLC
2nd Level Network Technical Coordinator
BT Global Services
in Debrecen, Debreceni járás, Great Plain and North, Hungary04/2011 - 02/2012
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: TLC
Team Leader - IT Specialist in Microsoft Platforms
Gruppo Consoft S.p.A.
in 10127, via Pio VII 127, Turin (Italy)09/2003 - 03/2011
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 Consulting
Education
Ilearn–Innovative Consulting s.r.l.-(https://www.innovativelearning.eu/)
Degree: ITIL 4 Foundation
2020 - 2020
ITIL 4 training
Ilearn–Innovative Consulting s.r.l.-(https://www.innovativelearning.eu/)
Degree: ITIL v3 Foundation
2018 - 2018
ITIL v3 training
HP Education Services–(https://education.hpe.com/ww/en/training/index.html)
Degree: VmWare H9P76S
2015 - 2015
VmWare vSphere: Install, Configure, Manage (v6.0)
Aliware-(http://www.aliware.it/index.php/en)
Degree: Microsoft MOC 2277
2006 - 2006
Implementing, Managing and Maintaining a Microsoft Windows Server 2003 Network Infrastructure: Network Services
CSEA
Degree: post Diploma - Office Automation
2002 - 2003
Languages
Italian
C2 - Proficiency
English
C1 - Advanced
Portuguese
B2 - Upper intermediate
Hungarian
B1 - Intermediate
Russian
A2 - Elementary
Skills
Hard skills
Service AND Account Management, Itil, Service Delivery, People Management, Best Practices, Problem Solving, Business Improvement
Soft skills
i Can-do Attitude