Veronica Calcagno Email & Phone Number

- Supervisione del team di specialisti che gestiscono i servizi cloud, fornendo orientamento, coaching e supporto per garantire l'efficienza e l'efficacia delle attività quotidiane.- Collaborare con il management per pianificare le attività delle operazioni cloud, definire obiettivi e garantire il raggiungimento dei KPI prestabiliti. - Monitorare costantemente le prestazioni del team e dell'infrastruttura cloud producendo reporting.- Assegnare risorse in modo ottimale per soddisfare le esigenze delle operazioni cloud.- Assicurarsi che il team abbia accesso alle risorse necessarie per eseguire il lavoro in modo efficiente.- Mettere in grado il Team di risolvere tempestivamente le problematiche legate alle operazioni cloud, identificando le cause e implementando soluzioni preventive e correttive.- Collaborare con Ingegneria cloud per ottimizzare l'infrastruttura e le risorse cloud, cercando costantemente di ridurre i costi e migliorare le prestazioni.- Comunicare efficacemente con altre funzioni aziendali, come Sviluppo software, Sicurezza e Change Management, per garantire una collaborazione efficiente e la risoluzione dei problemi in modo tempestivo.- Garantire che le operazioni cloud siano conformi alle politiche di sicurezza aziendale e alle migliori pratiche di sicurezza del settore. Collaborare con il team di Sicurezza per gestire le minacce.- Gestire le relazioni con i clienti, assicurandosi che le loro esigenze siano comprese e soddisfatte.

Modena Area, Italy

- Management of technical support team, handling customer service interactions and reports- Effectively manages team members, including technicians and advisors, to ensure team objectives and goals are being carried out- Act as unique interface with the Customer (SPOC, Single Point Of Contact) to verify the performance of the services, understand the customer needs and coordinate the service delivery-Ensure constant service improvement, including Service Report & Measurement and Continual Service Improvement processes- Create report on the performance of the service (KPI) and verification of service levels (SLA)

County Dublin, Ireland

- People management including recruitment, performance management, leave management, people issue management.- Provide and coordinate training and coaching to staff to increase skill and capability in issue resolution and communication with Customers- Ensuring customer service is timely and accurate on a daily basis- Responsible for maintaining and actively contribute to continuous improvement initiatives and complete process improvement tasks- Develop strategies to increase quality and efficiency of customer support.- Monitor open support issues and ensure the closure is in line with SLAs, KPIs and customer expectation- Collaborate and support other internal teams to deliver a world class customer experience implementing identified changes or improvements in process (Network, Delivery and Sales Team)- Proactive in communication with customers, arranging regular site visits to build strong relationships and increase face to face exposure with Support function- Responsible for monitor and report progress and performance in a timely manner - Coordinate the activities of team members, managing rotas and capabilities to ensure provision of the best level of support to customers

Citywest Business Campus, Dublin, Ireland

Management duties:- Coordination of the Technical Support Team (on behalf Aspen Pharma), responsible for the overall direction, evaluation of the team providing induction training for new team members- Responsible for the daily performance, ensuring adherence to SLA expectations (productivity, internal quality and external quality)- Create reports to update the company on the team's progress- Manage the flow of day-to-day operations and maintain healthy group dynamics- Log, track, update and assign tickets to technicians into CRM (Citrix) with agreed SLATechnical duties:- Management of Windows Server 2012 (AD on Premise), Windows 7, 8 and 10- Full administration of Office 365, Exchange, and SharePoint (PowerShell) - Managing Active Directory for 600+ users - Troubleshooting of network, system hardware, software, and operating system- Maintenance, configuration and support of PC hardware, printers, iPads, Surface Pro

County Dublin, Ireland

- Provide mentoring, training and coaching to all new and existing Level 1 Technical Support Analysts.- Log, validate and diagnose customer IT issues (UK, Irish and Italian Markets)- Provide the customer with a solution through information gathering, research, analytical troubleshooting and problem solving- Escalation and management of calls and emails to agreed service levels (SLA)- Windows 7, Windows 8, Active Directory, Citrix, Lotus Notes, AS400, Microsoft Office,VPN

Reggio Emilia Area, Italy

- Providing information to buyers, manage suppliers invoices and purchase orders by phone and e-mail regarding work safety courses and E-learning platform.- Manage user registration and coordinate the examinations process including access to e-learning test. Maintain and develop E-learning platform.- Management of administrative work, coordination of the events and organize ‘work safety’ courses.- Set up urgent payments; create new vendors, checking details of suppliers in the system, daily checkup of the queues of incoming invoices with problems for processing against purchase orders - Costumer care

Between Parma, Italy And Milano, Italy

- Management and organization of a Call Centre outbound with 24 Agents (Start-up) - Ensure a high level of service and customer satisfaction.- In conjunction with HR Manager, Induct and train all team members, ensuring that the highest levels of training were delivered and measured. - Provide reports to senior management on Call Centre activities as defined from time to time- Develop Call Centre procedures and activities to support successful audit process.- Continuous management of all customer contact volume to meet agreed customer service levels - Work closely with sales and delivery teams to increase revenue and delivery of services- Respond to client/customer complaints in line with agreed SLA’s.- Meet financial goals as set in relation to sales and budgets- Being responsible for project budgets from start to finish. Delivering events on time, within budget- Using initiative to problem solve and find satisfactory solutions;

Diploma In Management Studies, Business Administration, Management And Operations

Activities and Societies: Management Principles, Marketing and Sales Management, Communication Skills, Human Resources Management.

Certificate In Management Level 1, Business Administration And Management, General

Activities and Societies: 1. Understanding Management and Leadership 2. managing Resources 3. Managing Time, Stress and Crisis

Aspiring Leaders Programme, Leadership

Tefl Master Course, Teaching English As A Second Or Foreign Language/Esl Language Instructor, B

Itil® Foundation Certificate In It Service Management, 92/100

Education record