Marco Sernicola Email & Phone Number

Rome, It

Rome, Latium, Italy

I am a project engineer, with a strong knowledge, and background, in IT operations. I’m partof the LSS Core team for the ESA365 project. My duties are governance, supervision and coordination of distributed IT engineers teams across ESA (European Space Agency) ; IT support to cloud migrations; documentation drafting for project and operations; cloud migrations scheduling strategies and implementation for the local IT support across ESA (European Space Agency) venues; regulating the impact and balancing the workload reporting directly to the global service manager. I am also defining the pre/post migration checks for the local IT support, verifying the IT allocation andassessment, double checking the critical changes on baseline software and updating the related documentation; IT support training.

Rome Area, Italy

I work as IT 3rd line local support engineer in a team of 5 people at ESA (European Space Agency) ESRIN site in Rome (but not limited to as ESA got different sites across Europe). Provide second and third level IT support, both remote and on-site, focusing the following: Microsoft Windows, Apple IOS and Linux Clients and Server, system maintenance, administration & configuration, peripherals, mobile equipment and software. My main responsibilities are providing multilingual senior support & guaranteeing IT services availability, within established KPI & SLA.In this role, I have learned how to deal and manage with a huge, enterprise asset working in a fast, multicultural, ITIL based and costumer focused team always focusing my attention on teamwork giving the maximum availability to customers and colleagues with high qualitative standards and security.Technologies used: Microsoft Active Directory, Sophos Security Endpoint, Microsoft BitLocker, Microsoft SCCM, Microsoft GPO, IBM Lotus Suite, BMC Remedy Ticketing system, Microsoft PowerShell, Microsoft Sharepoint, Microsoft client OS, Microsoft server OS, Apple iOS, MacAfee security endpoint, VMware VSphere, ITIL, ISO/IEC 20000:2005.

Rome Area, Italy

I was in charge of the supervision and organization of the IT Support Team, composed of 5 people, at LUISS GUIDO CARLI university in Rome. I've also provided 2nd and 3rd level support to all IT helpdesk activities both on site and remotely.My main responsibilities were providing support & monitoring the performance of the IT Team, guaranteeing IT services availability, establishing SLA / OLA definitions, reporting to the CIO and implementing and updating the IT Support Team’s procedures. In addition, I was responsible for the Team’s improvement & ensuring transfer of knowledge through internal and external training. During this experience, I learned how to work, and manage, a team of people based on ITIL methodologies, focusing attention on teamwork, respecting project’s requirements, giving the maximum availability, supporting and providing a service with high qualitative standards constantly evolving.Technologies used: Microsoft Active Directory, Microsoft Exchange Server, Microsoft FIM, Microsoft SCCM, Microsoft GPO, Microsoft Office365, OTRS Ticketing system, Microsoft PowerShell, Cisco, Microsoft client OS, Symantec endpoint, Microsoft server OS, Apple iOS, Ichinga, Citrix XenApp user support, VMware VSphere, ITIL, ISO/IEC 20000:2005.

London, United Kingdom

I worked as Senior IT Support Engineer in a team of 13 people.Provide second and third level IT support, both remote and on-site, focusing (but not limited to) the following: Microsoft Windows, Apple IOS and Linux Clients and Server environments, system maintenance, administration & configuration, peripherals and mobile equipment, software and network devices (the latter, including a range of switches, firewalls, wireless devices). In this role, I have learned how to work with a fast, ITIL based and costumer focused team. Within a high quality of support and productivity.Technologies used:Microsoft Active Directory, Microsoft Exchange Server, Microsoft GPO, Microsoft Office365 Client/Server, Kayako Ticketing system, Atlassian “Confluence” Team Collaboration System, Microsoft PowerShell, Cisco Meraki, Microsoft client/server OS, Apple iOS, ZABBIX, Linux, ITIL, Webroot Security Endpoint., CITRIX Studio/Director

Rome Area, Italy

During this period, I worked as IT consultant of Sedoc Srl/SDG Solution & ICT srl for the following companies:PRIVATE UNIVERSITY “LUISS GUIDO CARLI” and WARNER BROS MULTICINEMAS DEPT.ITALY.My job was the Remote, and on‐site, support to all first and second level Helpdesk activitiesin Microsoft Windows Client and Server environment, the maintenance of systems, peripheraland mobile equipment, software and network devices.At LUISS GUIDO CARLI furthermore I worked as a first level support lead during themigration of Email System from SUN Iplanet to MICROSOFT Office365.In this role I've learned how to work with an enterprise and multi‐cultural environment.Technologies used: Microsoft Active Directory, Microsoft DHCP, Microsoft Policy Management, NetWorker, Microsoft Office365, ADManage Service Desk Ticketing system, Microsoft Power Shell, SunIPlanet, Nagios, Microsoft client OS, Microsoft server OS, Apple iOS, CISCO CUCM, Microsoft AD LDS, VMware.

Rome Area, Italy

Remote and on-site support to all first and second level Helpdesk activities peripheral equipment, software and network devices maintenance at WARNER BROS MULTICINEMAS DEPT. ITALY.(actually THE SPACE CINEMAS).

Rome Area, Italy

I was Team Leader for a data management project: the team, composed of 10 people, wasresponsible for reviewing, filtering and storing Italian immigration data for the period from2003 to 2008.Technologies used: Microsoft client OS, Microsoft Office.

Rome Area, Italy

I worked as IT consultant, in a team of 5 people, for remote and on‐site support to first andsecond level Helpdesk activities of company’s customers. During this period I’ve learnedhow to maintain Microsoft Server OS and how to work within team's established guidelinesTechnologies used: Microsoft server OS, Microsoft Active Directory, Microsoft DHCP, Microsoft client OS, Microsoft Office.

Rome Area, Italy

Remote and on-site IT support. Installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software