Francesco Russo Email & Phone Number

Milan, IT

San Francisco, California, US

Santa Clara, California, US

Responsible for Data Intelligence and Escalation Management practices

Santa Clara, California, US

Responsible for NAS/Cloud (HNAS/HCP) L2-L3 Support team (Santa Clara/San Diego)

Santa Clara, California, US

• Incident Management: Ensuring coordination, resolution and communication
• Technical Leadership: Technical skill required for international coordination, executive levelcustomer facing critical situation, as well as be able to articulate technical resolution in laymen’sterms.
• Customer Focus: Drive customer experience. Ensure customer satisfaction with overall delivery ofexceptional technical support.

Santa Clara, California, US

• EMEA Escalation Supervisor – Global ServicesMain accountabilities:
• Technical: Dealing as 1st level support specialist to assess real customer problem and correct severity of cases rose. Looking after 3rd parties’ vendor case escalation, dealing with HDS partners.
• Customer Focus: Ensure that customer satisfaction major objective is the goal of my daily job. Being part of a global organization often I need to deal with customer worldwide with different expectations and cultural.
• Incident management: Ensuring coordination, resolution and communication.
• SLA management: Liaise with HDS country teams to define, monitor and ensure the delivery of Service Level Agreement, taking corrective action where necessary to ensure SLAs are met to appropriate management.
• Key Achievement: Being able to keep control of the situation in every circumstance, being able to set proper customer expectations and use on daily basis what I learnt from the SCP certification program.

Santa Clara, California, US

• Support Hitachi’s SW/HW product line.o Hitachi Command Suite – Hitachi Content Platform – Hitachi NAS.
• Involved in depth troubleshooting effort, creating documentation for internal/external KB.
• Raise technical escalations in case of a suspected product defect. Often the issues I was dealingwith were in unknown area and one of my strength was to do original research with a “thinkingout of the box” approach.

New York, New York, US

• Supporting Citigroup IT SAN infrastructure.o Utilizing NetBackup (Legato) – EMC Centera/SRDF (Symmetrix Remote Data Facility)
• Design/implement/support Backup Solution’s projects.

London, GB

• Installing/manage the entire HP-UX server farm (over 350 servers/clusters)HP9000 - SuperDome
• Maintain the day to day SAN (EMC/HP) – provisioning/allocating LUNs.

Bonn, DE

Being part of the IT DHL Consolidation project in the UK. I managed more than 200 HP-UX servers across 5 European countries. I had the opportunities to travel across Europe to help optimaze/manage the local countries infrastructure server farm during the consolidation project.

Bonn, DE

• I worked on 7*24 shifts and I was responsible for all the Control Centre Operators (five). During the night shift I was also 1st level Helpdesk Analyst. I worked as Network Management Coordinator (IT/O Open View.

Bonn, DE

• Execution/maintenance of the entire daily/weekly UNIX procedures (shipment/finance month-end/year end account closure) - UNIX scripts + RPG s36 environment + oracle. I worked on 7*24 shifts.