Milan, Lombardy, Italy
20 years of professional life in Information Technology with strong experience in Service Delivery, Team Management onsite and offshore, Project Management. Technical background as software engineer, system administrator and database management allow me to identify with the delivery teams and with the customer solutions for every need. Deep knowledge of ITIL process and constant application of CSI (Continual Service Improvement). KEY ATTRIBUTES - Proactive mindset and problem solving skills - Self-Driven & Goal Oriented - Outstanding communication, relationship building and strong presentation skill
Delivery Lead, Capacity Manager Customer FastWeb – (Milan - Italy) In the role of Delivery Lead I am head of the Storage and Backup service: • ensures that services are delivered according to the service level agreement • manage incident progress and communications with duty engineer and customer, • organize the activities of the delivery teams and ensure that activities are carried out in compliance with ITIL principles • monitoring the effectiveness of the incident management and escalate if no progress on resolution highlight service delivery problems, initiate Service Improvement Plan if appropriate • weekly meeting with the customer to check service levels and progress status for problems and project activity • evaluate the impact and the effort required to meet non-standard service demands • supports Account Manager for reviews financial charges and billing • manage incident progress and communications with duty engineer and customer • monitoring the effectiveness of the incident management and escalate if no progress on resolution In the role of Capacity Manager, provide infrastructure capacity plans and requirements to meet supply/demand signals • Tools: Office, BSM change and incident managment
I am working at the customer Ansaldo Energia in Genova and ENI in Milano, for implement and monitoring backup of physical and virtual machine, database (Oracle and MSSQL) and other application. Used tools: Veeam Backup & Replicatin 9.5, HP Data Protector v9.x, EMC Networker 9.2, Excel and PowerPoint.
Transition Manager Customer FastWeb – (Milan - Italy) o Transiction manager for the Storage and Backup environment. Planning transition activity for delivery service transfer from incumbent company to DXC company o Tools: Office, BSM change and incident managment
In the role of Service Delivery Manager, head of the Storage and Backup service for customer Ericsson-H3G • ensures that end-to-end services are delivered according to the service level agreement • highlight service delivery problems, initiate Service Improvement Plan if appropriate • meeting with the customer to check service levels and progress status for project activity • as Capacity Management, provide infrastructure capacity plans and requirements to meet supply/demand signals • as Configuration Management, ensure the update of information in CMDB • evaluate the impact and the effort required to meet non-standard service demands • supports Account Manager for reviews financial charges and billing • follows the renewals of hardware support contracts, software and consultant contracts I supervise and organize the activities of the delivery team. The team consists of engineers in Italy and India: • ensure that activities are carried out in compliance with the ITIL principles, using tool for change, incident and problem-management, • organize regular knowledge transfer sessions between L3 and L2 team, In the role of Project Manager • Process Procedure & Automation: define process procedure and automatic scripts for job executions without being tied to the single technician or workplace • Offshore: managed the shift of Storage and Backup team activity to offshore delivery center (shifted in India up to 95% of Backup activity and up to 80% of Storage activity). • Transformation: projects for reorganize Storage and Backup infrastructure. Principal responsibility: preliminary study and planning, technical evaluate for buy new hardware, migration of data to new hardware. With the role of Incident & Escalation Manager: • manage incident progress and communications with duty engineer and customer, • monitoring the effectiveness of the incident management and escalate if no progress on resolution Used tools: HP Service Manager, Office, SQL, Power Point, Project .
I coordinate the activities of the delivery team, which delivers Backup service for customers H3G, Fondiaria-Sai (insurance company) and Italian governmental authority INPS, SPC and MIUR.
Customer ENI and Italgas (oil and gas industry). Manage enterprise backup infrastructure, design and configure backup for online backup of database (Oracle, MSQL Server), SAP (BRTools), Mail (Exchange, Lotus), NAS service. Tools and HW used: EMC Networker, HP Data Protector, Storagetek Tape Library, EMC Data Domain, HP B6200 and other. Perform on call duty.
Design, develop and test new information system of INPDAP (National Institute of welfare) for manage personal data, calculation and payment of pension. Technology used: UML (Select Enterprise), PL/SQL Oracle, Nat Systems Development Environment, Java, Microsoft Project, Office tools as Excel and PowerPoint.
Programmer for client/server application in telecommunication environment, customer Telecom and Urmet. DBMS: Sybase SQL Server, Microsoft SQL Server, Oracle. Technology used: C, C++, Delphi, Java, HTML.