Director

• ago 2018 - - Presente

CIO / CTO

• nov 2010 - lug 2018

Ensure alignment of IT infrastructure and Security initiatives with business objectives of the organization.Oversee all aspects of IT department operations including IT infrastructure, Communication (LAN, WAN, Telecom, etc.), database, backup recovery, regulatory compliance, deployment, monitoring, maintenance, development, upgrade, and support of all IT infracture, including data center, switches, servers, PCs, operating systems, hardware, software, and peripherals as well as any systems that support successful operation of the above.Designed & implemented a well maintained and managed Data Center.Contribute to the development of IT department &departmental strategies to align with the overall business strategy as well as corporate strategyPlan and coordinate with server and network team in the design, installation, and connectivity of computer and network systems to ensure the stable operation of the organization's IT assets.Plan, organize, and manage staff and operations to ensure stable operation of the organization's IT infrastructure particularly Helpdesk services.Practice asset management for IT hardware, software, and other technology equipment including component inventory, software licensing and maintain related documentation. Participate in review of the asset management process.Develop and establish, or review, implement or validate, and enforce vendor guidelines, service level agreements for all vendors of the organization.Oversee usage monitoring of all IT assets and ensure recording of all findings, changes, physical location, and incidences of support.Generate, distribute, and review relevant infrastructure management reports.Supervise all investigations into problematic activity and provide on-going communication with senior management.Meet with management to discuss system requirements, technical & purchasing discussion, , annual budget (ensure cost effectiveness) and timelines

Manager IT

• lug 2007 - ott 2010

Oversee all aspects of IT department operations including IT infrastructure, Communication (LAN, WAN, email, etc.), database, backup recovery, regulatory compliance.Lead the Technology Infrastructure Team in operational imperatives, including planning of support for new projects as well as organizing and deploying required resources.Plan and coordinate with server and network team in the design, installation, and connectivity of computer and network systems to ensure the stable operation of the organization's IT assets.Manage the day-to-day operations of the IT group including downtime, reporting service levels, defining and tracking IT operational metrics and provide status to managementEnsure deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals as well as any systems that support successful operation of the above.Prepare overall status and activity metrics that documents and tracks delivery of IT services, planned and unplanned system outages, and other key IT performance metricsManage overall capacity utilization of Server/hardware environment ensuring it is optimized to meet business requirementsContribute to the development of IT department &departmental strategies to align with the overall business strategy as well as corporate strategyDevelop and implement hardware and software standards for network, servers, databases, wireless technology, file & print services, etc.Establish and implement 'best-practice' standards as well as departmental policies and procedures.Oversee usage monitoring of all IT assets and ensure recording of all findings, changes, physical location, and incidences of support.Meet with management to discuss system requirements, technical & purchasing discussion, , annual budget (ensure cost effectiveness) and timelines

Customer Care Executive

• gen 2006 - giu 2007

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Handel complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Keep records of customer interactions, process customer accounts and file documents.Addressing customer Queries related to connectivity. Meeting with managers to discuss possible improvements to customer serviceManaging Billing counters. Extending solutions to the customer Queries related to bills. Issuing refunds or compensation to customers.Supervising a team of customer service staff.

Senior Network Engineer

• gen 2002 - dic 2005

Oversee all aspects of IT department operations including IT infrastructure, Communication (LAN, WAN, email, wireless network etc.), backup recovery, regulatory complianceOversee provision of end-user services, including help desk and technical support services.Schedule and direct activities to resolve hardware and software problems in a timely and accurate fashion.Manage installation of new (in-house or remote) hardware and software across the organization's network.Oversee usage monitoring of all IT assets and ensure recording of all findings, changes, physical location, and incidences of support.Design, develop, implement and coordinate systems, policies and proceduresAct in alignment with user needs and system functionality to contribute to organizational policyManage overall capacity utilization of Server/hardware environment ensuring it is optimized to meet business requirementsDesign and implementation of new solutions and improving resilience of the current environment.Providing remote support of on-site engineers and end user during installationSpeaking with customers via email and phone for initial requirement capture and their queries.

Customer Support Engineer

• lug 2000 - dic 2001

Take ownership of customer issues reported and see problems through to resolution.Diagnose, troubleshoot and identify solutions to resolve customer issues.Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.Provide prompt and accurate feedback to customers.Ensure proper recording and closure of all issues.Addressing technical queries / problems with Desktop Machines. Extending services to end-user and ensuring the permanent solution. Updating Desktop / Laptop, having all updates about OS and AV. Installing and configuring mail clients like MS Outlook 2003, Outlook Express, I/O devices like Printers, Scanner, etc, Hardware / Software / Application and also troubleshooting / repair, desktop and laptops.