Emanuela Degiorgi Email & Phone Number

Milan, Lombardy, Italy

Milan, Lombardy, Italy

- Projects management and delivery related to high and low level design, implementation, and optimization of multiple elements of the Fixed and Mobile network (focus on specific areas of competence: Rete Sicura, DNS and AntiDDoS evolution plan). - Leading and managing all the engagements with relevant local stakeholders, in particular Operations team and other local teams, vendors and suppliers for the implementation of network capacity, change management, lifecycle management, service configuration, network incidents, documentation preparation- Managing resources and all projects’ activities- Ensuring proper communication- Creating project plans- Foreseeing potential risks and avoiding issues that arise like software incompatibility, design flaws, interoperability problems with existing network infrastructure, security vulnerabilities, incorrectdimensioning assumptions and product unavailability

Milano, Italia

- Coordinate activities and resources for customers' Data Center migration- Liaise with clients to identify and define project requirements, scope and objectives- Make sure that clients’ needs are met as the project evolves- Help preparing project proposals, timeframes and schedule/plan- Monitor and track project’s progress and handle issues that arise- Act as the point of contact and communicate project status adequately to all participants- Report and escalate to management as needed- Create and maintain comprehensive project documentation, plans and reports

District Brno-City, Czech Republic

- Guiding a team of 12 Network Support Analysts to achieve specific goals, being aware of their strengths, weaknesses and motivations- Assisting Operations Manager and Delivery Manager in their daily management tasks- Handling customer complaints and escalations through to resolution or further escalation to management- Communicating clear instructions to team members- Listening to team members' feedback- Monitoring team members' productivity and quality- Creating reports to update the company on the team's progress- Ensuring that every team member has required skills, knowledge, tools, accesses needed to perform their job- Managing the flow of day-to-day operations- Participating in projects development- Screening possible candidates for the team and conducting interviews

District Brno-City, Czech Republic

- Understanding of ticket queue numbers and identifying all critical outages- Taking the ownership of critical issues and, recording/monitoring their status- Serving as primary client interface- Acting on customer’s behalf in handling problems and making decisions, i.e., understanding critical items and priorities- Assisting Operations Managers/Team leader and Delivery Manager in their daily management tasks (update team procedures, processes, toolkits and documentation, provide feedback about the team, identify issues, recognize agents’ good work, etc.).- Providing bilingual (Italian and English) technical support- Addressing and resolving technical issues ensuring appropriate logging and tracking of resolution via ticketing systems- Acting as an escalation point- Supervising and monitoring team members in a multicultural environment- Setting priorities and assign tickets to team members- Communicating effectively with the team, corporate customers of different technical expertise and all levels of management- Working actively on tickets in different queues, updating them in accordance to the SLA requirements and, if necessary, escalating based on severity levels - Troubleshooting on customer devices according to the issue and alerts received by our monitoring system- Co-ordinate referrals and collaboratively work with other operations groups

Brno

- Direct customer and account team interface providing 24/7 remote network support - Offering bilingual (Italian and English) technical support- Taking ownership of incidents and solving network related issues - Ensuring appropriate logging and tracking of incidents resolution following appropriate incident management procedures, making sure any fault is cleared within required SLA, and escalating as required in order to meet the SLA- Use of different ticketing tools- Booking out tickets to Telco vendors for access circuit- Problem solving using a logical and analytical approach- Initial trouble investigation and problem determination: troubleshooting and testing on Cisco and Juniper devices (Provider edge), maintenance and troubleshooting on managed customers’ routers (only WAN related issues)- Pro-active management of, and customer communication around, progress until fault-resolution is achieved- Use of best practices in customer service when communicating with customer or users to ensure customer and user satisfaction- Working well under pressure and with minimum supervision

Italy Storage Command Center

- Use of Windows Server based systems (Windows 2000 Server, Windows 2008 Enterprise, Windows 2003 Server Std. Ed.)- Working on shifts in a multicultural team, providing 24/7 support- Monitoring and checking status of data backups of major Italian companies on Windows Server based systems (Windows 2000 Server, Windows 2008 Enterprise, Windows 2003 Server Std. Ed.) and Unix, AIX, based systems- Use of Putty and Remote Desktop to remotely connect to Windows and Unix servers- Creating, tracking, updating, and closing trouble tickets via the Remedy ticketing tool- Performing SQL queries in order to retrieve information from Tivoli Storage Manager (TSM) database- Communicating with internal teams and external partners via phone and via IBM Lotus Notes and IBM Lotus Sametime- Providing technical support for data backup issues (i.e. missed/failed backups and low number of scratch volumes) occurring on TSM servers by logging, remotely, to Windows and Unix based servers for checking and troubleshooting incidents related to data backups- Providing bilingual (English and Italian) technical support- Using logical and analytical thinking for troubleshooting purposes- Producing technical documentation- Engaging and involving IBM Service Delivery Managers in case of severe and critical incidents

Bachelor Of Science, Computer Science, 104/110

- Advanced Programming Methods Thesis: programming of a java system called "GeoRelation Extraction". Its aim is to extract topological.

High School Diploma, Mathematics And Computer Science, 95/100