Luca De Simone Email & Phone Number

Milan, Lombardy, Italy

Overall responsible for the Level 2 Operations related to Cloud (Private,Public,Hybrid), Data Centre (both Virtualized Infrastructure and Infrastructure, Computing, Storage, Backup,Network) and Networking (Core & Enterprise Network, Software Defined Network, Collaboration, Wireless Network).Managing the Assurance and Maintenance Operations for Enterprise multiple Clients on several vertical markets, multivendor and multitechnology performed remotely on multiple sites.Develop and coach direct Operational Reports focusing on People Management with a pragmatic business view and continuous analysis.Overall responsible for the contracts, operative objectives as SLA and KPI’s as well as the financial expected performance.

Milan, Lombardy, Italy

Support to the various Commercial structures for the realization of offers related to the Managed Services area, following the sales process up to the final issue of the order.Support to all Commercial and Operational structures in the Design of new Managed Services and / or Managed Service Models and in the economic estimation for new opportunities.Collaboration with all Commercial and Operational structures for the creation of Managed Services in the Security / Cybersecurity, Networking, Computing / Storage, Cloud / System Integration fields; in the Design and Transition phasesSupervision of the Economic and Technical feasibility of all opportunities inherent in the Managed Services area.

Milan Area, Italy

Overall responsible for all Technical Network, ICT, TLC Support Programs and Accounts (NOC, Assurance, Provisioning and Backbone) executed in multiple sites with over 260 fte's, ensuring consistent delivery of KPIs, quality standards while achieving financial performance and managing 2 Business Units (Service Operation & Service Consulting).Partecipating to the Strategic Management and Presale to maximize business opportunities generating value for the company and influencing both the Revenue and the EBITDA increase.Leading the Service Strategy, the Service Design and the Service Transition ensuring excellence for the Service Operations.Develop and coach direct Operational Reports focusing on People Management with a pragmatic business view and continuous analysis of Customer Experience and Net Promoters. Overall responsible for all the Technical External Consultants Account leading the Internal Recruitment Program and Training & Quality Program as well.

Milan Area, Italy

Managing the operations for the FASTWEB Technical Service Desk ( c/a 160 Fte's, 5 Coordinators, 10 Team Leaders) delivering a large variety of B2B Network Services to Gold and Medium clients within the Italian market. Remote support for ADSL, SHDSL, VDSL2, ISDN, POTS, FTTH, FTTH-NGN,VOIP SIP – H323,FRAME RELAY,WHOLESALE,SDH,DWDM on several types of HW such as CISCO, AETHRA,TELSEY,AMTEC – SELEX,JUNIPER, HUAWEI,ALCATEL,NOKIA SIEMENS,IMSS including technical inbound to drive Onfield System Integrators. Ensuring consistent delivery of KPIs, quality standards while achieving financial performance. I am also in charge of the recruitment for all the Service Operations Accounts in Nest2.

Amsterdam Area, Netherlands

Managing B2B Outbound Data Qualification, Outbound Telesales, Inbound Telesales, Email and Fax support and Database Management.Day to day operations, managing Team Memebers, Coaching and Training, Performance Reviews, Quality Control, Buiness Reports, Client communication and business improvement.

Amsterdam Area, Netherlands

Managing a second level Technical Support B2C Account with 11 languages including pre and after sales, and order management.Schedule adherence, attendance, staff assginment, implementations, client relationship, identify gaps in processes and procedures, identify areas of improvement and business growth for the Company, business reports, Maximize revenue and measure costs for group.Focus on Client Satisfaction maximizing CSAT and NPS KPI's.

Amsterdam Area, Netherlands

Manage an E Commerce online and offline B2C account with multiple languages.Day to day operations, Schedule, Attendance, Performance Reviews, Queue Management.

Amsterdam Area, Netherlands

Managing a multilingual B2B first and second level of Technical Network Support.Day to day operations, Schedule, Training and Coaching, KPI and SLA responsible, Client Relationship, CSAT, Spotting Gaps in processes and procedures to maximize business revenue, maximize productivity, recruiting.

Amsterdam Area, Netherlands

Performing quality checks on closed cases. Ensuring the SLA's are respected analyzing the closed tickets for possible errors. Provide training and coaching if needed.

Amsterdam Area, Netherlands

Handle customer's problems and queries arising from the client's product, whether technical, general, department referrals, sales or billing related. Pro-actively pick up alerts and follow account pickup procedure. Perform 1st PD and ticket triage.Make regular customer status calls.Take customer calls Record all activities in ticket. .

Monza Area, Italy

Order consultant, employees trainer, online internet shop manager, e-commerce representative.

Greater Los Angeles Area

Resposible for the contacts with labels A&R, record deals, royalties, tour booking, band and company finance, merchandise strategy and sales, key player for all the contracts with labels,radios or televisions.

Varese Area, Italy

Control and approval of the incoming and outgoing material; customer care and customer relationship; price negotiations; ad hoc shipment agreements with customers; daily planning for the drivers.Wharehouse employees Manager.

Milan Area, Italy

Responsible and Supervisor of the technical front desk in the company headquarter, orders supervision and approval, wharehouse employees and orders responsability, discount price negotiations with clients.

Cremona Italy

Training soldiers for special and secret military operations

Italy North

Professional Basketball Player for several Teams in the North of Italy playing in the 2nd and 3rd division of the Italian Championship FIP.

No, Political Science And Sociology

Activities and Societies: Political Doctrines, General Sociology, Statistics, Social Psychology, Law General, Business Sociology, Family.

High School Diploma, Physics, Chemistry, Mathematics, Latin, Literature, Philosophy, Informatics, History, Geography, Art

Activities and Societies: Basketball School TeamDegree obtained with 58/60