Information Technology Operations Manager

• Aug 2019 - Present

Service Delivery Manager

• Sep 2018 - Present

Client Support Manager / Service Delivery Manager II

• Jan 2018 - Aug 2019

Direct management of 2 support teams, focusing on the creation of automated support procedures and processes, global support team coordination between India, Europe and US for multi-region clients.Implementation of new monitoring procedures, probes and reports to improve reactivity, performances, efficiency, SLAs fulfillment and clients satisfaction.

Technical Client Support Specialist III

• Jan 2017 - Aug 2019

Relocated to United States to share my experience by creating and training new teams in order to support all incoming projects and improve troubleshooting expertise and client communication efficiency.

Products Support Specialist Senior

• Mar 2014 - Aug 2019

Executed product installations remotely or directly on site, analysis and resolution of second-level ticket, junction point between the various internal groups (Business Unit, Delivery Team, Products Team) Creating shared procedures for international clients support, developed automated tools/reports to monitor issues resolution timings, applications/products issues, coordinated multi-team activities. Support activities include: • Analysis of product/application/configuration errors • Creation of fixing scripts (both on application level and sql) • Servers diagnosis (network, VMs, OS, services, memory issues, performances issues) on Window/Linux Systems, Oracle/Sql Server DBs, Jboss/WebLogic/Websphere/Tomcat/IIS Application servers • Creation of documentation for new or common issues. • Creation of customized batches for daily DB extracts. • Creation of new monitoring procedures Show less

Programmer/Analyst

• Jan 2013 - Mar 2014

Web Software Developer for a collection software used by the most important italian banks. Web Software Developer for a collection software used by the most important italian banks.

Programmatore Combinatori Telefonici

• Mar 2011 - Dec 2013

Programming and assistance of telephone dialers applied to lift cars Programming and assistance of telephone dialers applied to lift cars

Sales Account

• Jul 2011 - Dec 2012

- Business manager for Bologna area - Research and new leads Contact - Creating offers and business proposals - Customer portfolio management. - Analysis, control and monitoring of printing costs combined with energy conservation - Advanced Document Management - Vosipeed communications systems For the same company I have also designed and developed independently software for contract management, ticket service, PBX integration and reports / statistics creation - Business manager for Bologna area - Research and new leads Contact - Creating offers and business proposals - Customer portfolio management. - Analysis, control and monitoring of printing costs combined with energy conservation - Advanced Document Management - Vosipeed communications systems For the same company I have also designed and developed independently software for contract management, ticket service, PBX integration and reports / statistics creation

Titolare

• Jan 2004 - Dec 2010

Technical hardware and software assistance. Web sites and management software developer. Marketing and store manager. Professor of computer science courses. Sales man. Personnel officer. Technical hardware and software assistance. Web sites and management software developer. Marketing and store manager. Professor of computer science courses. Sales man. Personnel officer.

Computer Programmer

• Jan 2001 - Dec 2003

Technical hardware and software assistance. Web sites and management software developer. Technical hardware and software assistance. Web sites and management software developer.