Having the opportunity to manage Windows 10 Local Support Teams across Europe. - Streamlined Processes and methodology for Win10 aftercare done by Floorwalkers- Responsible for insuring that the team delivered according Project timeframe- Identify issues faced by the users during Win10 Roll-out and provide solutions to the Customer.- Owner of Follow-up calls to Coordinate technical resolution of the Win10 Roll-out Issue with Third Line Support and other Resolver Groups Win10 Roll-out Issues and provide feedback toCustomer.- Responsible of Win10 roll-out issue tracker and follow-up of ongoing issues with the roll-out.- Ensure that the solutions proposed where accepted by the Client- Responsible of Knowledge Transfer to the Service Desk reversing the negative perception of theCustomer regarding Service Desk.- Proactively raised and coordinated several P1 together with the Network Service Owner andNetwork Provider (BT and Zscaler).- Lead of Crisis Management for Intune Managed Devices in Italy and Spain.- Lead of Local Investigations in Italy, Spain, France and Belgium for Issues regarding Win10 roll-out,Office 365 deployment and Data migration.

- SAP ERP (Dev, Test e Prod), BIP (Dev, Test e Prod)- Cisco Webex e Jabber Support- Windows 7, Office 2010 e Terminal Servers.- Managing daily tasks of Service Desk Expert: ▪ Quality Checks of 50 Service Desk Agents from 9 language support team. ▪ First Call Resolution Reporting ▪ Actively participated in MI calls hosting and helping driving issue to resolution by liaising between the desk the customer and the resolve r teams ▪ Provided Technical inputs to help on the creation of MIR ▪ Attended post mortem calls to handover MIRs for creation of Problem.Achievements:- Star of the Month (November 2017)- Fujitsu Silver Award (December 2018)

1st L ine Support and acting as Problem Manager Backup to EDP Portugal with abroadworking sites (2016) on:- Networking and connectivity- Remote Connections (Network Connect and Cisco Secure Remote Access and VPN- SAP ISU and Customer Relationship Management- Cisco Voip Systems- Mobile communications- Windows 7 / 10 and Office 2013 / 365 1st Line Support- Problem Management ITIL Process- Review Root Cause Analysis provided by Application Owners.1st Line Support to Centrica with abroad working sites (2014/2015) on:- Networking and connectivity- Remote Connections (Network Connect and Cisco Secure Remote Access and VPN- SAP ISU and Customer Relationship Management- Agent Workbench- Avaya and Mitel Voip Systems- Mobile communications- Windows 7 and 10 and Office 2010, 2013 and 365 1st Line SupportAchievements- Star of the Month (Sept. 2015)

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- Maintaining IP Network and IP Telephony- Maintaining Moxa Devices (RS232 to Ethernet) for IP Networking on Health Care Devices.- Maintaining Workstations and Local File Servers- Assembling of new systems- Maintained existing software and hardware- Monitoring of Local Network and VPN- Implemented Remote Working to improve workflow

Chief of the IT Department and Network Administrator of the military communication network (rring).