Start-up and setup of local Branch offices in Italy and EMEAImplementation of new IT HW, Data migration, User and apps integration, on Azure, O365 Admin, MS Teams Admin, InTune Admin, Autopilot rollout and user config setup.ITIL V3 ManagementWorkplace facility management services. Relocation and expansion of offices and workstations spaces, H&S analyst.

People - operations - finance - project management - dynamic international team with Six Sigma lean mind-set and Win-Win concepts! Planning - execution - review - improve! Let's work!DaaS and FieldCode certifiedSoftskills and communication certifiedSouthEast Europe & Isreal End User Computing engineering

Hemmersbach SDC - Service Delivery CodeSix Sigma Lean7 Habit of Highly Effective People WorkshopLead yourself before you can lead others!

Trainer for new hires, on all supporting procedures for Italy and EMEA.SME for Local DSS Italy team. Daily feedback with SDM. Ticket statistics reporting.Support of CTS EMEA team.Implementation of standardized new procedures for the transition program.• Managing of purchase orders for Hardware• Ticket queue management and dispatcher to other supports worldwide• SPOC person for the roles listedTeam Management, Escalation Management, Operation Management, People… Show more Trainer for new hires, on all supporting procedures for Italy and EMEA.SME for Local DSS Italy team. Daily feedback with SDM. Ticket statistics reporting.Support of CTS EMEA team.Implementation of standardized new procedures for the transition program.• Managing of purchase orders for Hardware• Ticket queue management and dispatcher to other supports worldwide• SPOC person for the roles listedTeam Management, Escalation Management, Operation Management, People Management, Billing and Budgeting. Show less

Acquired Role of QA for the Service Desk team.• Dealing with customer complaints and enquires and providing of RCA (Root Cause Analyst)• Live Call Monitoring• Ticket Quality Control• Assure SLA’s are met• 1 on 1 training with agents• Scheduling of training for Agents on Helpdesk floor and specific field for techinical or telephone speech knowledge.• Training of new staff joining the Italian team. • Implementation of call scripts to follow for customer… Show more Acquired Role of QA for the Service Desk team.• Dealing with customer complaints and enquires and providing of RCA (Root Cause Analyst)• Live Call Monitoring• Ticket Quality Control• Assure SLA’s are met• 1 on 1 training with agents• Scheduling of training for Agents on Helpdesk floor and specific field for techinical or telephone speech knowledge.• Training of new staff joining the Italian team. • Implementation of call scripts to follow for customer relationship over the phone, for quality porpoises.I received several awards as a result of my Customer Service Excellence skills. Show less

Working in IBM support structure as SME (Special Matter Expert)Providing excellent day-to-day support of desktop environment predominantly based in Europe. First and second line desktop support for EMEA staff, ( software, hardware and networking), troubleshooting, administration and support at all levels.Supported Office 2003 – 2007, Windows Vista / 7, business critical applications and in-house software.Mobile Support Laptops, PDAs (Blackberry included), remote connectivity… Show more Working in IBM support structure as SME (Special Matter Expert)Providing excellent day-to-day support of desktop environment predominantly based in Europe. First and second line desktop support for EMEA staff, ( software, hardware and networking), troubleshooting, administration and support at all levels.Supported Office 2003 – 2007, Windows Vista / 7, business critical applications and in-house software.Mobile Support Laptops, PDAs (Blackberry included), remote connectivity access, DSL, Secure Dial and Citrix.Delivered all significant results within deadlines. Working continually and effectively as part of the team. Show less

Network administrator and Quality Control overseas on manufactured products• Design and implementation of Local Area Network• System Admin for the Windows domain of the company• Management of the IT dept.: from TLC to other administrative tasks.• Traveled to China for Quality Control of the toys manufactured for the worldwide toys market• Covered the whole graphic part of the company, using MAC OSx 10.3, with all the• Adobe Suite. (Photoshop, Illustrator… Show more Network administrator and Quality Control overseas on manufactured products• Design and implementation of Local Area Network• System Admin for the Windows domain of the company• Management of the IT dept.: from TLC to other administrative tasks.• Traveled to China for Quality Control of the toys manufactured for the worldwide toys market• Covered the whole graphic part of the company, using MAC OSx 10.3, with all the• Adobe Suite. (Photoshop, Illustrator, InDesign)• Preparations for International Toy Fairs in Hong Kong, Germany and New York, such as catalogues, price lists, adverts, and banners.• Good experience with the RASTERING of Docs and printing in HQ and Color Show less

On-site local IT support – Maintainance of Sites Branch on the Italian TerritoryIT Local Support for more than 300 users, delivering service to all users in an independent way, for any software or hardware issues with possible calls to external support teams like printer support, HW Server support. Provided regular updates to local Management on service levels.Received a positive letter from the IT Manager Mr. Poiri Roberto, commenting on the professional and technical performance… Show more On-site local IT support – Maintainance of Sites Branch on the Italian TerritoryIT Local Support for more than 300 users, delivering service to all users in an independent way, for any software or hardware issues with possible calls to external support teams like printer support, HW Server support. Provided regular updates to local Management on service levels.Received a positive letter from the IT Manager Mr. Poiri Roberto, commenting on the professional and technical performance received. Show less