Fulvio Marfoni Email & Phone Number

Palo Alto, Ca, Us

Responsible, at World Wide level, for Knowledge Management Strategies ( which include Content, Localisation and Rich Media strategies), for assisted and un-assisted HPI Global Support.Member of HP Digital council ( hp.com, Social and Mobile ).Currently developing the next generation Enterprise Content Management System for HPI including KM Strategy (CX, Content Repositories, DITA models, Dynamic DITA rendering), capabilities development and overall roadmap of the largest technology overhaul in HP’s web history.This include Taxonomy management processes and system, a new DITA based Content Management System as well as “Knowledge as a Service” APIs to support various Web services and On-Product capabilities.

Palo Alto, Ca, Us

Responsible, at World Wide level, for Content and Localisation strategies, for assisted and un-assisted PPS Support.Member of HP Digital council ( hp.com, Social and Mobile ).Currently driving DITA adoption in the HP Support environment.

Palo Alto, Ca, Us

Responsible, at World Wide level, for localisation and mobile strategies, related to un-assisted consumer support.This include recommendation to consolidate properties, to obtain an "adaptable user experience, able to support multiple form factors and devices.Member of HP Digital council ( hp.com, Social and Mobile ).

Palo Alto, Ca, Us

Responsible for Global Consumer Localisation Strategies, in assisted and un-assisted spaces.Implemented a customised Termbase solution to manage "short strings" for Customer care ( online support for Consumers). to be able to leverage these strings in the full T&L workflow, as well as to streamline the maintenance processes.Involved with the New Generation on-line presence for Hewlett-Packard.Defining WW Consumer Support Mobile strategiesDefining Collaborative Content Strategy for Consumer Support

Palo Alto, Ca, Us

Current Responsibilities:- Definition of future state Architecture and Strategy for Un-assisted Consumer Support, facilitating and driving the topic in Consumer Support EMEA across the organisations.- GAP Analysis, opportunity identification and strategy development towards that future state, translating the strategy into actionable plans and drive them forward.- Business Process design, development and implementation.- Enable short, mid and long term improvements in Web Customer Satisfaction.- Reducing translation costs for EMEA, while expanding language offer ( 16 to 26 languages ).Current Achievements:- First draft authoring feedback loop to improve content generation consistency.- Future state FY09 Un-Assisted Consumer Support proposal.

Palo Alto, Ca, Us

Responsible for Translation and Localisation for On Line Consumer Support, World Wide, within Hewlett-Packard.•Envisioned, designed and managed the implementation of On-line Customer Support, in 16 Languages, for HP Consumer Support.This web section has just have been named one of the 10 best worldwide Support Websites by two prominent industry associations (ASP and LISA.org). I•Envisioned and managed the implementation of processes to generate and gather Global Content (Plain English), to reduce Translation and Localisation turn around time and overall costs.•Initiated processes to utilise Controlled Language approach, to maximize content consistency (terms and messages) and to further improve overall content quality and localisability.•Planned and managed the creation of a Terminology Management system within Hewlett Packard.•Defined Country / Language standards within Hewlett-Packard.•Influenced overall On Line support strategies for HP Consumer organisations.

Palo Alto, Ca, Us

-Responsible for Customer Experience on EMEA public on-line services, such as Web, HP-First and BBS.-Member of Consumer Support Council and of former Commercial Support Council.-Designed and led major projects like European Service Locator project, European Reseller Locator, Support guide, Localization and E-mail support.-Responsible for European Service Locator project, first geo-position application for Europe within Hewlett-Packard.-Defined Web Strategy for Web Customer Care Reception deployment in Europe.-Focal point for European webmasters relationship.-Designed and implemented first localized product support website in French, as part of a fee-based support initiative.-Chairman of Support Website Integration Taskforce in EMEA.

Palo Alto, Ca, Us

-Responsible for web support development for Consumer products within EMEA.-Developed HP Vectra 500 and HP CD Labeler section, plus part of the HP DeskJet support section.-Active member of EMEA Consumer Council.

Palo Alto, Ca, Us

Different positions within HP, mainly within Test and Measurement (now Agilent)

Electonica

Perito, Electronics