Alessio Sidoti Email & Phone Number

London, Gb

London, United Kingdom

Daily utilization of Red Hat Linux, Windows Server (2016/2019), JBoss, Tomcat, Docker, Apache Kafka, and Spark.Provide third-line support for escalated technical issues, leveraging in-depth knowledge of systems and applications to resolve complex incidents that require advanced troubleshooting and expertise.Ensure service integrity by investigating and resolving incidents promptly, achieving a resolution rate of 100% within SLAs.Reduced incident response time by 25% through process improvements.Analyse batch processes and diagnostic data, including log files and error queues; manage tickets using ServiceNow and Atlassian Jira.Installation, configuration, and maintenance of business-critical applications in production and staging environments, ensuring seamless deployment and minimal downtime.Effectively communicated technical solutions to non-technical stakeholders, ensuring clear understanding and minimizing miscommunication during high-priority incidents.Led root cause analysis (RCA) for recurring technical issues, implementing corrective actions resulting in a 15% reduction in recurring issues.Develop and maintain process documentation on Confluence, recommending and driving process improvements.Implemented automatic shutdown of staging servers during non-business hours, resulting in 10% cost savings.Optimized SQL Server batch processes by adding indexes, significantly reducing processing time.Handle SSL certificate installation and renewal. Applications managed:Autoform DM & Lasernet (Document management system)Camunda V8 (Workflow and Business Process Model and Notation)Cassiopae (Asset Finance platform)CRGA (Commercial Risk Grading Application)DocuSign (E-signature)DPR (Mortgage System)FICO Blaze (Credit decision engine)ForgeRock (Authentication and Authorization platform)Symphony AI Netreveal V7/V8 (Anti Money Laundering screening)WSI Xceptor (Transactional fraud monitoring system for payments)

London, United Kingdom

Managed and monitored Linux systems (RHEL, SL, CentOS) to ensure optimal performance and security.Delivered third-tier system administration and application support, efficiently troubleshooting complex issues with consistent first response time within a 15-minute SLA.Automated server configurations and managed software deployments, enhancing operational efficiency.Engaged daily with clients to troubleshoot complex issues, frequently translating highly technical resolutions into layman's terms. Acted as the main point of contact for escalated issues, ensuring clients were kept informed about progress and timelines, which contributed to a 98% customer satisfaction score.Increased server uptime from 98% to 99.9% by implementing proactive monitoring and maintenance.Supported backend technologies including PostgreSQL, Oracle, Redis, Apache, Nginx, and Squiz Matrix, along with HTML/CSS.Utilized tools such as Memcached, Puppet, and version control systems (SVN, Git) for efficient workflow management.Managed web infrastructure components (TCP/IP, DNS, SSL, PGP, SSH, proxies) and performed network tracing.Collaborated with development teams to identify and resolve software bugs and vulnerabilities.Managed tickets through Atlassian Jira to track and resolve issues in a timely manner.

London, United Kingdom

Utilized SQL to select customers and create targeted and effective campaigns via IBM Unica, Salesforce ExactTarget, Optimove and Sitecore for daily campaign management and execution.Led the execution of customer communication campaigns across multiple channels, ensuring consistency and effectiveness.Provided top-level feedback on campaign performance, continuously monitoring one-off and automated cycles to optimize delivery rates and identify potential issues.Implemented a new customer segmentation strategy that resulted in a 15% increase in customer lifetime value.Generated comprehensive reports on daily CRM activities, ensuring accuracy to enable insights into the effectiveness of lifecycle campaigns.Collaborated with internal design teams to develop end-to-end marketing communications, defining objectives, setting KPIs and establishing testing parameters for various customer segmentsWorked on 4 different products (Casino, Bingo, Sportsbook and Poker)

Roma, Italia

Provided 2nd line support (24x7x365) for Linux CentOS/Red Hat and Windows Server 2012.Managed monitoring and alerting systems using Icinga, Nagios, Firescope, and PRTG.Analysed production errors, replicated bugs, and tested and approved new functionalities.Conducted log analysis and daily database administration (Sybase, MySQL, SQL Server), as well as Active Directory domain management.Administered web applications including Apache Tomcat, JBoss and VMware ESXi.Enhanced monitoring tools to proactively identify issues, resulting in a 30% reduction in incident frequency.Planned and executed software releases, including WAR file deployments.Created and maintained an internal Wiki to document best practices, streamlining issue resolution.Administered VMware environments, including pool creation and virtual workstation (VDI) setup.Facilitated incident management communication between business units and technical teams, ensuring clear and effective interaction.Raised and tracked incident tickets using OTRS and Atlassian Jira, ensuring resolution in collaboration with internal stakeholders and third-party vendors.Implemented ITIL best practices in incident management to improve efficiency and service delivery.

Roma

Team Leader of 8 professionals in various IT projects and initiatives. Trained and mentored 5 new team members.Served as a Junior Oracle Database Administrator on Unix platforms, focusing on data analysis for residential and business customers. Reduced incidents raised by 80% in 3 years.Implemented a streamlined process for logging and categorizing known errors, which improved the accuracy and accessibility of the database, contributing to a 15% increase in first-contact resolution rates.Trained support teams on leveraging the known error database for faster resolution of known issues, enhancing overall incident response efficiency.Managed escalation and troubleshooting processes using BMC Remedy for efficient incident resolution.Provided back-office support for top business customers, utilizing SQL and PL/SQL within Oracle Siebel CRM.

Rome Area, Italy

Monitored the Firewall/Router Project R.I.P.A. (International Network of Public Administration) using Windows and Red Hat Linux. Managed SonicWall firewall configurations and security measures.Provided 24/7 support to clients, ensuring immediate responses to high-priority incidents and clear communication throughout issue resolution. Frequently worked with non-technical stakeholders, explaining technical outages and resolutions to ensure clients were reassured and informed during incidents.Managed incident tickets using Vantive Client for efficient tracking and resolution.

Roma

Provided hardware support and software assistance to ensure optimal functionality for clients.Set up and configured local area networks (LAN) to facilitate connectivity and communication.Delivered exceptional customer support, addressing inquiries and troubleshooting issues.

Professional Course For Hardware And Software Assistance

Accounting, Accounting And Related Services

Ragionerie e perito commerciale