Roberta Luciani Email and Phone Number
Roberta Luciani work email
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Roberta Luciani personal email
GOOD COMMUNICATION SKILLS, RELIABILITY TO WORK WITH LARGE GROUPS EXPERIENCED WORKING IN THE CUSTOMER SERVICE AREA. GOOD RELATIONSHIPS AND RESPONSIBILITY ACQUIRED.COORDINATION OF THE CUSTOMER SERVICE AREA TEAM, SHIFT AND HOLIDAYS ORGANIZATION. MANAGEMENT OF THE DAY-TO-DAY WORKLOAD. CONFIDENTIALITY AND SECURITY. ABILITY TO WORK UNDER PRESSURE. WILLING TO HELP COLLEGUES TO SOLVE SERVICE DELIVERY ISSUES.Specialties: Good PC Sws knowledge: OS (Win XP); Office tools (Ms Office 2003 Professional SR2), Office Automation and WWW Browser: Lotus Notes 4.5.7, LN5, Domino 6.5 (Client, Designer and Administrator); Netscape Communicator 7.0, Internet Explorer 6. Communications: Ms Win ’95 TCP/IP stack. Sw control and distribution: SMS client 1.2. Backup/Restore: ADSM 3.1 (IBM). Antivirus: Norton Antivirus 5.0. Symantec Antivirus ver. 10.0
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Leadership TeamSerco Sep 2011 - PresentSerco PremisesTeam Leading of the Data Dissemination User Support Desk: tasks organization, service coverage, training and coordination. Monitoring of requests status and priority, routing/assigning requests within the team. Reference person for ticket handling and solution. Generation of operational working procedures/instructions. Job performance reviews handling in cooperation with the Service Domain Manager.Interaction with all parties involved in ESA’s Remote Sensing activities having the task to find answers and solutions, including technical support, to a series of user enquiries/problems for ESA and Third Party Missions related to data distribution policy, products and data availability. Administrative checks and updates on users' accounts priorities and status.Team Leading of the Data Access and User Management Desk: Support to customers related to the Single-Sign-On and CMDB system registrations. Provision of relevant data access coordinates for approved projects/customers. User interface/support on data availability, data access and dissemination methods. Generation of operational working procedures/instructions. Interface with ESA and sub-contractual team for the coordination of new activities (new missions availability, data releases etc.). Job performance reviews handling in cooperation with the Service Domain Manager -
Order Desk, Earth Observation Dept- European Space AgencySerco Jun 2007 - PresentAs part of the Order Desk team process, related to the managing of the lifecycle of every single project in the frame of the Earth Observation department at the European Space Agency, I am in charge of the managing of the invoice production and internal accounting, core task of the Order desk management role. Ordinary production of draft invoices for both Commercial and Scientific community, in cooperation with the ESRIN Finance Department Project Controller, handling of customers’ feedback and claims on invoicing, tracking of new requirements. Management of Foreign Satellite Stations invoicing.Additionally support to the project start up of both Commercial and Scientific community with ESA, dataset accesses maintenance; creation of new users and projects, liaison with the Earth Observation Principal Investigators team for the administration of such users and projects.
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Domino Administrator -C/O European Space AgencySerco Apr 2001 - May 2007Provision of a number of Information Technology systems, with the purpose of facilitate all users in the Agency in carrying out their professional duties. The system provided and administered is Domino, the service is concerned with the handling of related queries and problems issued by the users. The Office Automation service elements include: Server Infrastructure Management, User registration/de-registration and administration, Provision of Office Automation applications; day-to-day operation and monitoring of the server platforms hosting the various office automation applications; Creation and deletion of default databases for users; Definition, set up and monitoring of access privileges and restrictions; creation, deletion and maintenance of user groups. Creation and maintenance of service working procedure according to the standards
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Service Desk Team Leader - European Space AgencySerco Oct 1999 - Dec 2002Day to day delivery of services in the contract with ESA to end users; Management of the Service Desk team; interfacing with second and third line support teams in the service delivery of the contract; interfacing with the Service Desk Manager in the service provision. Manning the Telephone (in pre-determined languages). Management of incoming email, faxes and post, Logging of Issues, Tracking of Issues; Chasing of Issues; Information Logging; Exception Reporting ; Escalation Reporting.
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Online Technician Team Leader - European Space AgencySerco Jan 2001 - Mar 2001Position for a Service orientated technically competent individual with language skills. Focus on the service delivery to the end user via assistance to the Cal Agent in the 1st line and the interfacing with the 2nd and 3rd line teams. Management of a team supporting the delivery of services in the contract with ESA to end-users. Manning the telephone of forwarded issues requiring an intervention in pre-determined languages. Management of incoming email of forwarded issues requiring an intervention. Logging, tracking, chasing of issues; Information, exception and escalation reporting (to the Service Desk Manager). Provision of proactive input and improvement of service structure, procedures and skills. Assisting in improving the skill set of 1st line team to resolve Calls, by coaching and instructing staff in necessary technologies.
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Earth Observation Order Desk OperatorSerco Facilities Management Bv 2007 - Sep 2011
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Service Desk Operator - European Space AgencySerco Oct 1996 - Dec 1998Advising PC Users, Aiding in the administration of the Help Desk System, Aiding in the update of Help Desk Procedures, Maintaining Client Documentation Maintaining log of current call status, Interfacing with Support Groups, Interfacing with third parties, Interfacing with and maintaining problem database and call status. Ensuring validity of problem solving procedures & action descriptions. Assisting and advising ESRIN in establishment of Hardware and Software Standards Adhering to ESRIN site standards with regard to security and confidentiality.
Roberta Luciani Skills
Roberta Luciani Education Details
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Istituto Maestre Pie FilippiniSecondary Schools Specialising In Foreign Languages
Frequently Asked Questions about Roberta Luciani
What company does Roberta Luciani work for?
Roberta Luciani works for Serco
What is Roberta Luciani's role at the current company?
Roberta Luciani's current role is Earth Observation data dissemination and user management Team Leader at Serco.
What is Roberta Luciani's email address?
Roberta Luciani's email address is ro****@****esa.int
What schools did Roberta Luciani attend?
Roberta Luciani attended Istituto Maestre Pie Filippini.
What skills is Roberta Luciani known for?
Roberta Luciani has skills like Service Delivery, Team Leadership, Team Management, Itil, Management, Servers, System Administration, Software Documentation, Security, Operating Systems, Databases, It Service Management.
Who are Roberta Luciani's colleagues?
Roberta Luciani's colleagues are Martae Buckner, Ravi Kumar, Lisa Jones, Rebecca Elliott, William Boyd, Lynn Palmer, Caila Mai.
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Roberta Luciani
International Master In Media And Communication Management (Immcm) At Polimi Gsom | Marketing And CommunicationMilan -
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