Business Unit Manager with solid IT background leading 40+ people and responsible for clients, people management (hiring, career development, reviewing, training), budget, offering, supplier management, vendor relationship, recruiting, BU P/L with a focus on DevOps, Microservices and Cloud infrastructure.Responsible for Infrastructure Business Unit Competence Centers:• GCP Cloud Infrastructure• Security• DevOps / DevSecOps / DevGenOps• Platform Engineering• Kubernetes&Terraform • Cloud Strategy&Advisory• FinOps• GenAIReactive and proactive, excellent analytical skills, accuracy, customer needs orientation and a strong focus on achieving results.

Service Management activities in Cloud Command Center contextDay-by-day responsibilities:- Focus on making every work hour a profitable hour for the company.- Demonstrate the value of the service to business stakeholders- Develop the service vision and mission further- Follow all company standards and procedures as currently documented.- Production/Presentation slide for SAL moments, agreed with the customer.- Track all work billable or not for the entire technical team.- Provide an excellent example of customer service on all levels for the company.- Mentor Technicians on any aspect of their position.- Coordinate and schedule resources for service requests.- Manage activities of all technicians.- Manage the workflow of all service requests.- Work Service Requests as assigned according to the company workflow procedures.- Provide clients with one-to-one or one-to-many customer service as needed.- Review tech time cards to ensure they are being kept up to date in real time.- Review and manage the Service Request (SR) backlog as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired.

Service Management activities in Cloud Command Center contextDay-by-day responsibilities:- Focus on making every work hour a profitable hour for the company.- Demonstrate the value of the service to business stakeholders- Develop the service vision and mission further- Follow all company standards and procedures as currently documented.- Production/Presentation slide for SAL moments, agreed with the customer.- Track all work billable or not for the entire technical team.- Provide an excellent example of customer service on all levels for the company.- Mentor Technicians on any aspect of their position.- Coordinate and schedule resources for service requests.- Manage activities of all technicians.- Manage the workflow of all service requests.- Work Service Requests as assigned according to the company workflow procedures.- Provide clients with one-to-one or one-to-many customer service as needed.- Review tech time cards to ensure they are being kept up to date in real time.- Review and manage the Service Request (SR) backlog as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired.

Service Manager with a deep expertise in IT/TLC and Cloud Business.Orientation to the goals for professional growth and skills

Service Management activities in Cloud Command Center contextDay-by-day responsibilities:- Focus on making every work hour a profitable hour for the company.- Demonstrate the value of the service to business stakeholders- Develop the service vision and mission further- Follow all company standards and procedures as currently documented.- Production/Presentation slide for SAL moments, agreed with the customer.- Track all work billable or not for the entire technical team.- Provide an excellent example of customer service on all levels for the company.- Mentor Technicians on any aspect of their position.- Coordinate and schedule resources for service requests.- Manage activities of all technicians.- Manage the workflow of all service requests.- Work Service Requests as assigned according to the company workflow procedures.- Provide clients with one-to-one or one-to-many customer service as needed.- Review tech time cards to ensure they are being kept up to date in real time.- Review and manage the Service Request (SR) backlog as needed to ensure all SRs are correctly prioritized, scheduled and moved through the system as desired.

Manage the help desk team and evaluate performanceEnsure customer service is timely and accurate on a daily basisRecruit, train and support help desk representatives and techniciansSet specific customer service standardsContribute to improving customer support by actively responding to queries and handling complaintsEstablish best practices through the entire technical support processFollow up with customers to identify areas of improvementDevelop daily, weekly and monthly reports on help desk team’s productivityProvide customer feedback to the appropriate internal teams, like product developers

Service Management activities in Application Security & Security Monitoring context- Demonstrate the value of the service to business stakeholders- Develop the service vision and mission further- Contribute to the ongoing enhancement of the company’s threat and vulnerability assessment capabilities- Support in creation of security related general and technical presentations and documentation- Participate in discussions with application owners or designated technical contacts to analyze and explain results of the assessments - Define and review reports providing status information on application security for incorporation in the overall reporting

Service Management activities in Application Security context- Demonstrate the value of the service to business stakeholders- Develop the service vision and mission further- Contribute to the ongoing enhancement of the company’s threat and vulnerability assessment capabilities- Support in creation of security related general and technical presentations and documentation- Participate in discussions with application owners or designated technical contacts to analyze and explain results of the assessments- Define and review reports providing status information on application security for incorporation in the overall reporting

Service Manager in international contextCovered different job areas in these 10 years of IT/TLC experience allowed a strong growth to my professional, refining both my technical (operating system, protocols, programming languages, network and systems architectures) and transversal (time/people management, peer-tutoring) knowledge. Reactive and proactive, excellent analytical skills, accuracy, customer needs orientation and a strong focus on achieving results.

Process control on Financial Risk Exposure Calculation Platform (Market Risk,Counterparty Credit Risk, Issuer Risk) in production environment.System and Application support.

System and Application administration

PS Team Acision for software troubleshooting regarding MMSC Platform1) Report:Drafting of tecnical reports with traffic and operating data of MMSC Platform2) Scripting:Sviluppo di script per il monitoraggio e la configurazione del sistema (bash) 3) Troubleshooting e Problem solving Problem solving for MMSC platform

SMSC/MMSC Training Course Teacher: "Basic Course: SMSC/MMSC" Training activity reagarding SMSC/MMSC platform for company's Interns

Professional Services Engineer in Telecom ItaliaTeam Acision On-Site for software troubleshooting regarding SMSC Platform1) Report:Drafting of tecnical reports with traffic and operating data of SMSC Platform3) Troubleshooting e Problem solving Problem solving for SMSC platform

Professional Services Engineer per ENSI (H3G Itlia) at:Ericsson Network Services ItaliaStrada 2 – Building C, gate 3 (third floor)Assago Milanofiori (Milan) Team Acision On-Site for Hardware/software troubleshooting regarding UMMS platform1) Report:Drafting of tecnical reports with traffic and operating data of UMMS Platform. 3) Troubleshooting e Problem solving (Hw/Sw)Problem solving for platform: MMSC, SMSC, HSP, GUA, MIRAPOINT, uOne

Acision Customer Service Engineer in Telecom (Rome – head office of Santa Palomba) for project: LA MIGRATION (Acision SMSC)

Development of a management software for commercial agents(CAM – Commercial Agent Management) in the form of web-application PHP / MySQL, fully developed and supported by me http://mycam.no-ip.info/

Acision Support I level (uOne)

Project: GamberoGisDevelopment of a website integrated with google Maps

Acision Support I level (MMSC/SMSC)Drafting of tecnical reports with traffic and operating data of MMSC/SMSC PlatformProblem solving for MMSC/SMSC platform

Backoffice WEB GroupScript development to monitor various platform through OVO alarms (bash/perl).

Supporto LCMG – ENSI (H3G Italia) at:Ericsson Network Services ItaliaStrada 2 – Building C, gate 3 (third floor)Assago Milanofiori (Milan) Deployment UMMS:Control of activities' related to introductions of new releases, patches, and CRs, inenvironments of SIT, Pre-Production and Production.• Planning• Documentary analysis• Release Installing• Sanity Checks• Application Monitoring

Operations & Mantainance of H3G Italy Messaging platform, head office of Palermo.Technical support h24 for UMMS platform:1) Monitoring:Analysis using appropriate tools of real-time traffic statistics Periodic testing of the messaging services functionality. 2) Report:Drafting of tecnical reports with data traffic and summary of worked Trouble Ticket . 3) Troubleshooting e Problem solvingProblem solving for platform: MMSC, SMSC, WSB, BMI, NESP/OSA, GATEWAY, TRASCODING, PROVISIONING, ALB/PPG

Developing and maintaining dynamic web sites and web application php/mysql, programmer, infrastructure co-chief .