January 2017 – Today • Name and address of employer Perfume Holding (Morris Profumi SpA) – Parma (Italy) • Occupation or position held ICT Systems & Network Manager • Main activities and responsibilities – Provide 1st and 2nd line technical support via telephone, e-mail and face to face interaction for desktops, laptops, printers, mobiles and any other ICT equipment – Create accounts for new users and provide\configure IT and telephone equipment, support them in the use of ICT systems by providing necessary training and advice – Perform data backups, replace defective components, identify and solve hardware and software problems or escalate them when required – Provide in house network support and where necessary work with the outsourced IT Provider in order to solve the connectivity issues – Assisting with ensuring the availability, capacity, security, stability and performance of the networking infrastructure in the Company – Evaluating and improving ICT Systems and processes to provide a more efficient ICT environment

April 2015 – December 2016 • Name and address of employer GSK (GlaxoSmithKline) – Parma (Italy) • Occupation or position held Business System Analyst / ICT Project Manager • Main activities and responsibilities – Provide Consultancy and User Support Services on SAP – Manage ERP Incidents and Data Maintenance Requests (including Data Extractions/Cleansing) – Manage Data Maintenance / User Support requests received via the Remedy Ticketing Tool – Verify Data Consistency and Integrity – Manage change requests raised by the Site – Manage Users' accounts, accesses, security and training plans – Participate in weekly/monthly meetings and teleconferences with the BSS Global Team to discuss progress and issues to be resolved – Identify opportunities that can improve efficiency of Business processes and procedures

November 2010 – February 2015 • Name and address of employer EFSA (European Food Safety Authority) – Parma (Italy) • Occupation or position held Service Desk – ICT Support Assistant • Main activities and responsibilities – Provide assistance for audio-web conferences and maintain statistical metrics up to date – Team Leader/Coordinator of the 5 operators in charge of audio-web conferences support – First-level response (in person, via phone, electronically) and technical assistance to the users of the organization – Monitor, track and route problems, incidents, requests, questions and document resolutions into the incident management tool (HDA) – Keep the ticketing tool up to date and perform statistical reporting to management when requested – Diagnose and resolve technical hardware, software and network issues ensuring high standard performance – Installation, technical assistance and troubleshooting on multifunctional printers – Create roaming profiles for new users and provide\configure IT and telephone equipment – Move and wipe computers following and double checking the mover and leaver procedures – Draft \ present IT guidelines and perform training activities on the provided IT services – Advise user on appropriate technical actions in his daily work – Collaborate and provide assistance to the day-to-day operations of the IT Team – Identify and escalate technical issues addressing them to the relevant department – Provide support in installing non-standard software

February 2009 – October 2010 • Name and address of employer Ascom Parma – Parma • Occupation or position held IT Representative • Main activities and responsibilities – Diagnose and resolve technical hardware, software, server and network issues – Provide accurate and timely reporting and metrics to the users and management of the organization – Installation, technical assistance and troubleshooting on multifunctional and office printers – Configure, provide and install IT and telephone equipment to new users and movers – First-level response (in person, via phone, electronically) and technical assistance to the users

January 2008 – January 2009 • Name and address of employer Microsoft Europe – Sandyford (Dublin) • Occupation or position held Business Analyst • Main activities and responsibilities – Provide accurate, timely and comprehensive internal and external reporting to business stakeholders – Assist Channel Operations team in monitoring account performance – Develop and maintain reports that provide insightful information on channel partner performance against agreed deliverables – Manage projects assigned by Microsoft Managers on customer satisfaction surveys, create excel reports and power point presentation for meetings

January 2007 – December 2007 • Name and address of employer Microsoft Europe – Sandyford (Dublin) • Occupation or position held Senior Licensing Representative • Main activities and responsibilities – Using Microsoft Service Enterprise, MSL and Microsoft Knowledge Center to resolve customer queries through English and Italian – Inbound and Outbound telephone calls giving support to customer and resolving queries on the Customer Care helpline – Processing credits and Credit requests on Eolas and MSL – Maintaining and updating Microsoft Knowledge Center database by way of creating new articles and editing current articles. Systems used XMetaL

September 2006 – December 2006 (3 months Contract) • Name and address of employer Procomac SpA – Sala Baganza (Parma) • Type of business or sector Metal mechanical – Bottling • Occupation or position held Customer Care Specialist • Main activities and responsibilities Contacts with suppliers and foreign customers, marketing and promotion of mechanical and software upgrades for bottling lines installed all over the world, supply of spare parts

March 2006 – August 2006 • Occupation Travelling Period in Europe • Dates (from – to) January 2005 – February 2006 • Name and address of employer Xerox Europe Ltd – Ballycoolin (Dublin) • Occupation or position held Technical Support Representative / Stand-in Team Leader • Main activities and responsibilities Technical Support, Customer Service, Sales, Stand-in Team Leader, Italian Escalations and Complaints

September 2004 – December 2004 (Temporary Contract) • Name and address of employer Dunnes Stores Head Office – Dublin • Occupation or position held Data entry Agent (Shipping department) • Main activities and responsibilities Data entry

May 2004 – August 2004 (3 moths Contract) • Name and address of employer Barclaycard International – Sandyford (Dublin) • Type of business or sector Banking – Credit Cards • Occupation or position held Applications Agent • Main activities and responsibilities Customer service, data entry

June 2003 – March 2004 • Name and address of employer BIO TECH srl – Parma (Italy) • Type of business or sector Laboratory of analysis and genetic research • Occupation or position held Quality System Assistant – Sales Representative – Credit Controller – Data entry – Secretary • Main activities and responsibilities Contacts with suppliers and customers, accountant, administration of Quality System, …

EDUCATION AND TRAINING • Dates (from – to) 1996 – 2001 • Name of organization providing education Technical Institute for Geometri (Surveyors) Camillo Rondani – Parma (Italy) • Title of qualification awarded High School Diploma of Geometra (Surveyor)

PERSONAL SKILLS AND COMPETENCES MOTHER TONGUE Italian OTHER LANGUAGES English Spanish French • Reading skills Fluent level Fluent level Fluent level • Writing and Verbal skills Fluent level Basic Level Basic Level

CERTIFICATES PRINCE2 Foundation Certification – Milan (March 2013) ITIL V3 Foundation Certification – Milan (April 2011) European Computer Driving License – Dublin (October 2005) ISO 9001:2000 Requirements – Parma (February 2004) Quality Course of “Internal Audit Program” – Parma (May 2003)

TECHNICAL SKILLS AND COMPETENCES Very good IT skills, computer-literate performer with extensive hardware/software proficiency covering wide variety of applications. Networking, operating systems, word processing, database searching, acquaintance with Internet, installing and upgrading additional components of hardware and software