- QA Tasks: Performance review, process revisioning, alignment with EMEA QAs about existing procedures, templates creation and implementation (based on cultural habits)- Team Tasks: Share best practices, coaching sessions and daily support, coordinating the team to ensure the process flow is being applied.- Operative Tasks: Microsoft Dynamics automation, Dashboards and queues management for UK/SK/ES.- Data Analyst: OSATs trending analysis, closely collaborating with TAM to improve customer satisfaction, workflow analysis with TSM (reports generation, calls/tickets tracking).- Proactively monitoring vendors: Analyzing reports about critical tickets, improvement actions initiatives - Queue Manager backup for SPAIN- Monitor E2E PSC backlog (critical statuses & SLAs)- Collaborate closely with Lenovo UCC, PSC agents, TSMs, TAMs; - Work closely with Field, Depot Vendors (IBM, Flex) and Lenovo parts and logistics team - Manage Italy/Spain regions E2E backlog by working closely with the PSC agents and ensuring customer impact is avoided.- Monitor agents’ owned cases/WOs, ensure SLA is not missed- Identify process/system gaps and address them to the Lenovo stakeholders; - Identify main root causes for WOs/cases out of SLA and create improvement actions for IT/SPAIN. - Identify low performers and work closely with the TSMs on improvement actions- Alert the agents in real time about tickets close to exceed SLA.- Proficient with Microsoft Dynamics 365 and good knowledge of the system integration (EDI messages, onsite closing codes, on hold codes);

Providing a Premier Support to customers, main activities:- Customer focus -> Find the best solution in a short time, supplying the best service- Initiative and decision making -> find the best solution according to customer expectations - Ticket management system -> IBM / Lenovo (SAP) management ticket monitoring- Lead by example with a proactive, collaborative & innovative approach- Drive value; engagement & success internally / externally- Deliver strategic approach; data accuracy; detailed planning- Deep Troubleshooting and Problem Solving -> On-Site / During Phone calls, driving the customer to the solution- WinDbg, BSODs analysis, understanding of minidump/MEMORY files- Hardware troubleshooting -> Using diagnostics tools such as Lenovo tools and Windows- Microsoft Dynamics (MSD365) to manage and track activities - Daily report and analysis about open cases- Induction for new L1’s > formation and introduction for operative procedures and work scheduleBeing part of the EMEA Premier Support Team, always in touch with EMEA team and worldwide.

IT Support in Milan, always in touch with London colleagues.Activity role : IT Infrastructure Management.IT Project management: procurement, implementation, maintenance.Customer care on PCs, smartphones, printers, scanners, projector etc.AD user management

Being part of the Team O365-EU Digital Workplace Asset ManagementCourses and trainings to employees about Office365Frequent journeys to London to get formations and updatesService Now: In order to manage, create and deploy laptops, Project sites management I've managed in first person the IT Infrastructure implementation of Milano santa giulia and MindInductions to new hiresIT Suppliers managementConfiguration and management of network printers (server side)

On-site customer care, collaborating with SNAM and Accenture.Managing activities using ticketing system (S-NOW)PDL ConfigurationIT Support Technician with Printers, Scanners, in the whole San Donato Milanese campus. Smartphone configuration and assistance (IOS, Android)AD user management

Work on different clients.Roll out of PCs IT Support : Problem Solving, customer careWarehouse activity : Shipment / receipt of IT goods to clients, PC configuration based on type of requestsData Center manual maintenance.