Pont Canavese, Piedmont, Italy
Collaborative, data-driven IT professional with a proven track record of leading change, implementing best practices, and fostering a positive, high-performing culture. Meticulous, multi-lingual (English, Italian, French) problem solver that seeks opportunities for improvement and leads people to produce solutions that exceed company goals. Highly effective project manager and service desk leader who values training, coaching, and developing people to perform at their full potential while providing a best-in-class experience to internal and external customers.
● Perform recruiting duties: initial screening, interviewing, hiring, and onboarding. ● Manage a large railway project based in Texas including project budgeting and meeting agreed upon terms and milestones of Service Level Agreements (SLAs). ● Lead a team of approximately 65 service desk employees, including ensuring adherence to safety regulations and company policies, orchestrating needs-based scheduling, and managing time and attendance, performance management, and progressive discipline. ● Facilitate training as needed on diverse topics including safety and standard operating procedures (SOPs). ● Intake, assign, and resolve support tickets while providing a best-in-class customer experience.
● Collaborated with sales and customer service to complete requests and projects efficiently and effectively. ● Installed / configured / maintained HPE and Dell Servers (OS Server 2019, SQL 2019, and SSMS). ● Installed applications VERINT V15 WFO, NICE Recording, IRECORD (video, radio, telephone recording). ● Provided support remotely and on site to all Public Safety customers in all North East Area (tri-state). ● Served as liaison between the sales team, customer success team, and customers to properly address customer problems. ● High security / privacy information / sensitive information.
● Oversaw all technical service needs for AETNA project from inception to completion. ● Leveraged performance management and mentoring skills to lead and develop a team of IT Specialists I & II that regularly exceeded Service Level Agreement (SLA) deliverables and Key Performance Indicators (KPIs). ● Collaborated with internal and external contacts to ensure milestones were met throughout the project. ● Identified opportunities for improvement and proposed solutions in the areas of internal knowledge base content, external client business processes, team productivity, and technical issues. ● Provided ongoing support to team members, including floor walking and resolving longstanding issues.