Luca Zona Email & Phone Number

Rome, It

Frascati, Lazio, Italia

IT Local Support Technitian• Managing IT technical and administration issues,• Managing hardware environment (server and computers), logistics and planning issues• Support and troubleshooting of ESRIN's Server Farm• Reconfiguring, rehabilitation and definition of new IT systems requirements• Proposing test plans and procedures• Installing, maintaining and configuring systems software and hardware• Participating in Computer performance tuning• Support the OS client, upgrades, backup and recovery operations• Network printing management• Troubleshooting, i.e. diagnosing and correcting software/hardware faults• Supporting the first line of Help DeskIT Asset Database Administrator• Managing IT Assets on BMC Remedy platform across all ESA sites.• Provide technical support on the application.• Participate on the test plans and application tuning with the application development team.

Roma, Italia

Roma, Italia

• IT assistance provided by e-mail, telephone and remote connection.• Support on standard software configuration and troubleshooting (Microsoft Windows 7 and 10, Mac OS X, Microsoft Office, IBM Notes, Adobe Acrobat, Cisco WebEx Meeting, IBM Notes Traveler, Sophos SafeGuard).• Network infrastructure configuration and troubleshooting (DNS changes, Firewall rules on non- standard ports, authentication of non-standard hardware, wired and wireless connectivity).• Assistance Mobile Device issues and Mail applications.• Management of Service Requests and Change Requests• Management of SCCM Tool to perform Remote Assistance• Management of BMC Remedy Ticketing System to log user's calls• On call Major Incident Manager deputy, managing critical Site outages

Roma, Italia

▪ trainer of the ESA TeamSite (Microsoft sharepoint) web application;▪ drawing up and collaborative check of training material to be used during the training sessions; ▪ scheduling of training sessions;▪ Testing of the application in Acceptance envirorment and assistance in Production envirorment

Roma, Italia

▪ management of issues reported by customers/suppliers on ESA's web applications, operational and functional issues, in adherence to the Agency's security and confidentiality policies▪ data extraction, report generation and analysis to optimize the reach of SLAs and KPIs goals.▪ Teamwork with 2° and 3° support teams to manage tests on releases of the applications as well as reporting and complaint handling.

• Calibration of Unique scanners and image acquisition for Google book search project• Recording, labelling, and archival of inbound and ourbound actient books...

Master, Project Management E Agile Project Management

Secondary School, Technical Diploma On Electronics And Telecomunications., 84

Istituto Tecnico Industriale con specializzazione in Elettronica e Telecomunicazioni