Giuseppe Inglima Email & Phone Number

Rome, Latium, Italy

• Gestione e coordinamento del team Service Desk, con focus su supporto di qualità e rispetto degli SLA. • Monitoraggio e gestione completa dei ticket, con particolare attenzione all'analisi delle cause e alla prevenzione degli incidenti ricorrenti. • Supervisione delle attività di gestione degli incidenti, inclusa l'analisi degli eventi SOC-SIEM e l'escalation quando necessario. • Conduzione di analisi per l'ottimizzazione dei servizi IT e miglioramento continuo dei processi secondo gli standard ITIL. • Monitoraggio e analisi di KPI e KRI per garantire prestazioni eccellenti e continua conformità agli obiettivi aziendali. • Gestione degli asset IT e del magazzino, garantendo ordine e sicurezza fisica delle risorse. • Punto di contatto principale tra il Service Desk e le funzioni IT interne ed estere, facilitando la comunicazione internazionale. • Coordinamento delle attività di patch management e gestione del CMDB per mantenere l'integrità e la sicurezza dei sistemi. • Pianificazione e implementazione della formazione continua delle risorse, assicurando l'allineamento con gli standard aziendali. • Produzione di report per il monitoraggio delle prestazioni e la presentazione al management.

Brno, South Moravia, Czechia

Gestione, sviluppo e mentoring di otto Specialisti IT Support per garantire la capacità di fornire soluzionicomplete a problemi IT complessi, riducendo al minimo il tempo di inattività.Valutazione costante delle capacità del team per determinare i requisiti di apprendimento e di competenza,coordinando la formazione adeguata.Ottimizzazione del processo di gestione degli incidenti, riducendo del 20% il tempo medio di risoluzione emigliorando l'efficienza complessiva del service desk.Gestione delle operazioni quotidiane, garantendo il rispetto degli accordi di livello di servizio (SLA) e deglistandard di qualità.Riduzione del 20% dei problemi invecchiati facilitando il processo e le riunioni di Problem Management.Miglioramento delle metriche di reporting attraverso la creazione, la manutenzione e l'aggiornamento delladocumentazione dei processi operativi, migliorando la collaborazione con gli altri service desk.Dimostrazione di eccezionali qualità di leadership, gestendo e ispirando i membri del team a passare dallavoro remoto al lavoro ibrido.Coinvolgimento attivo nel reclutamento di professionisti qualificati per potenziare le capacità del team.

Main Responsibilities:• Internal and External User ID Management: • Comprehensive management of user IDs, including creation, deletion, modification, and troubleshooting on multiple platforms, such as Unix/Linux, AIX, Mainframe, AS400, SAP, Windows Servers, AT&T.• Investigation of Administrative and Technical Issues: • Conducted in-depth investigations into administrative and technical issues within my scope, providing solutions or assistance to the resolvers.• Ticket Management Across Various Platforms: • Managed tickets from different platforms, including ISIM, Service Now, SAP Tool, and direct customer interaction, ensuring a timely and appropriate response.• Interfunctional Communication: • Maintained cross-functional communication with other system administrator teams to gather necessary information, ensuring integrated and coordinated management.• Tracking and Escalation of Issues: • Constantly monitored issues, ensuring proper follow-up and timely escalation when necessary to ensure effective resolution.My role demanded advanced skills in user management across diverse platforms, an investigative approach to solving complex issues, and effective communication with cross-functional teams and clients. My dedication contributed to the success in delivering high-quality security and user management solutions at IBM.

In my role as a Service Delivery Manager at IBM, I played a crucial role in customer support, focusing primarily on the area of Service Requests (Request Fulfilment process owner) and related SLAs. Subsequently, I led the transition to a new client, HDI, taking on the role of SLA Service Manager and Request Fulfilment process owner. An integral part of my responsibilities was managing the Service Catalog by defining services in Service Now. Additionally, my role was enriched by serving as the Health Check Process Owner.Key activities performed include:• Leadership of Delivery Teams: Led local and remote delivery teams, ensuring high performance during critical situations such as escalations, incidents, changes, and service requests.• Daily Customer Communication: Maintained constant communication with the customer through phone meetings or emails, providing updates on service status and fostering a strong relationship.• Participation in Critical Incidents: Actively intervened during critical incidents to ensure service and resource availability, minimizing impacts on operations.• SLA Management: Ensured adherence to SLAs for all IT services, consistently monitoring metrics and conducting internal review meetings with service management teams to discuss performance, improvements, and service quality.• Service Improvement Activities: Initiated service improvement activities when necessary, also participating in projects and ensuring minimal service impact.My customer-centric approach, combined with effective operations management, significantly contributed to the overall success of the services delivered, ensuring customer satisfaction and adherence to quality standards.

Main Responsibilities:• Customer Issue Resolution: • Managed and resolved customer issues through phone, chat, and email, ensuring prompt and effective support to guarantee a positive experience for Italian-speaking Netflix subscribers.• Technical Support for Navigation Devices: • Provided technical assistance for all navigation devices, including but not limited to PC, Mac, Xbox 360, PlayStation 3, Wii, Smart TV, Android, and IOS operating systems. My technical expertise was crucial for ensuring seamless viewing and addressing the needs of a wide range of devices.• Customer Feedback Monitoring: • Constantly monitored customer feedback and provided valuable insights to management. Actively participated in other customer service-related activities, maintaining an active dialogue with subscribers to understand their needs and conveying valuable feedback to management.• Customer Record Management: • Maintained accurate customer records and provided feedback to management on customer service trends. Precisely managed customer data, contributing to a clear understanding of customer service dynamics and providing meaningful input for continuous improvements.My role at Netflix required proficiency in both Italian and English, coupled with a strong technical knowledge to assist customers across a broad spectrum of devices. The ability to manage customer requests effectively and deliver high-quality service contributed to maintaining elevated levels of customer satisfaction.