2011

Lead Service Quality for Centre & Southern Europe

UNILEVER – Rome (www.unilever.com)

Provision and support of Network information system services across the full lifecycle.

· Point of contact for Network services with Country and Regional IT Mgrs and IT Directors.

· Relationships and Management of company Business Partners and supplier Service Partners.

· Monitoring of service quality according to Service Level Agreements (SLA), Operational Level Agreements (OLA) and Underpinning Contracts (UC).

· Incidend and Problem management: ensure they are resolved or escalated.

· Change management, Problem management and Service Level management.

· Project Management.

· Service Maintenance and Service Reporting.

· Oversees the governance processes and KPI to ensure IT delivers value to the enterprise

· Management of the local providers.

· Daily Service Operations: resource management, fault troubleshooting and proactive actions.

· IT Governance.

· Manage: Data, Skype for Business, Fixed voice and Mobile services for my Region.

· Budget management for Europe WAN

Business or sector Information Technology – Infrastructure services

2007 – 2011

Service Delivery Analyst for Italy

UNILEVER – Rome (www.unilever.com)

· Relationships with supplier’s Service Delivery, Account and Contract Managers.

· Ensure that service Incidents and Problems are resolved or escalated.

· Manage: LAN, WAN, PABX, IPT and Mobile services

Business or sector Information Technology – Infrastructure services

2005 – 2007

Project Manager & Technical Coordinator for Italy

UNILEVER – Rome (www.unilever.com)

· Regional projects on Microsoft Windows fileservers and backup units

· Manage departmental projects within approved organizational guidelines

· Country projects on Network infrastructure for sites with a thousand users.

Business or sector Information Technology – Infrastructure services

2000 – 2005

System Administrator & Network Specialist for Italy

UNILEVER – Rome (www.unilever.com)

·  Administration and recovery of Microsoft servers on multidomain environment.

·  Management of wired/wireless LAN and WAN, Cisco technology, HP Open View NNM on SNMP.

·  Availability on call.

Business or sector Information Technology – Infrastructure services

EDUCATION AND TRAINING

2014

2012

2010

2006

2005

2004

2002

2001

2001

2000

2000

1999

1998

1998

1990

“ITIL V3 Service Design” course for IT Service Management;

Certified “ITIL V3 Service Strategy” for IT Service Management;

Certified “ITIL V3 Foundation” for IT Service Management;

Certified “Health & Safety Manager (RSPP)” by Engineers Rome Register

“ICND” course by Cisco;

“Managers' Course” by Unilever;

“Updating Support Skills from Windows NT 4.0 to W. 2000”  course;

“Microsoft Windows NT 4.0 Server” course;

“Initial Management Course” by Unilever;

“Network: basic course”;

“Protocols, connections and network equipments” course;

I am a qualified Information Engineering / B

Bordoni Foundation, Rome

Software Engineering and development for Wireless L ATM LAN.

Engineering Degree at “Sapienza” University, Telecommunications, Rome.

Grade Average 106/110.

Classic High School, “Lucrezio Caro”, Rome. Grade Average: 57/60

PERSONAL SKILLS

Mother tongue

Italian

Other language(s) English C1

Spanish A1

French B1

Communication skills

Good communication skill gained through my experience as single point of interface with the local IT teams and the business.

90% af my actions are managed in English language because of my stakeholders and team collegues being located in English countries (UK, India, Germany, USA, etc).

Long experience in a very complex enterprise environment.

Organisational / managerial skills

Leadership (currently leading the relationships with the global suppliers) 

Job-related skills

Good proactivity for continuous service improvement

Problem solving

Team work because I’m part of a complex virtual global team

Results oriented to meet the customer requirements

Work planning in accordance with the global processes.

Digital competence

Good command for daily usage of Microsoft suite (Project, Office and Access), BMC Remedy system, Sharepoint, Office 365, Skype for Business.