BNP Paribas – Operations Mgr., Service Operations January 2015 -> With a functional report to the BNL Top Management

Nuovo Trasporto Viaggiatori – Operations Mgr., Service Operations May 2012 -> January 2015 Service Desk Manager and Fleet Manager, led a team of 14 technicians and operations specialists.

Nuovo Trasporto Viaggiatori – Start-up Manager May 2011 -> May 2012 Start Up Manager of the dedicated Service Desk and Device Management Teams.

Manpower Italia – Service Relationship Manager and Team Manager October 2010 -> May 2011 Working as main interface between the client and the internal management, ensuring the correct application of the service agreements and acting as a focal point for any service issue.

FIAT Group – Service Relationship Manager and Team Manager June 2009 -> October 2010 Acting as main interface with the client I also managed and trained a team of 10 Service Desk specialists.

FIAT Group – Service Relationship Manager and Team Manager June 2007 -> June 2009 Start-up Manager of the FIAT GROUP, H24, multilingual and dedicated Customer Service Center for Emea, AsiaPac and LatAm services.

Top Customers – Service Assurance International Manager June 2007 -> June 2009 Management and training of a team of 11 Operations specialists to ensure the best level of service

Start-Up Manager and Team Leader of the Dispatching Unit June 2005 -> June 2007 I designed, trained and managed a team of 8 Operations Specialists assigned to a new strategic Team

Front Office Supervisor June 2004 -> June 2005 Multilingual support on domestic and international Voice and Data services (SME and TOP Customers).

Multilingual HD Consultant June 2000 -> June 2004 Multilingual support on domestic and international Voice and Data services (Soho and Sme Customers)

EDUCATION & CERTIFICATIONS June 2015 – BTGS Sharepoint 2010 Site Developer & Site Administrator certification Managing SharePoint 2010: sites, Lists, and Libraries; pages and Components; security and Business Intelligence December 2014 – Project Management Professional (PMP) ® certification April 2014 – ITIL V3 Foundation Certified Service Strategy, Service Design, Service Transition, Service Operation e Continual Service Improvement. April 2011 – ITIL V3 Foundation for Service Management BT Certified Service Strategy, Service Design, Service Transition, Service Operation e Continual Service Improvement; BT Global Services Route to Learn programme July 2009 – Cisco CCNA IT Cisco Course, global Knowledge (Networking Course). May 2006 – Cisco ICND IT Cisco Course, global Knowledge (Networking Course). January 2000 – Programmer Certificate in Visual basic & Office Package Visual Basic, C++, Word, Power point, Excel, Access and Outlook E.N.G.I.M. C.F.P. (Programmers Institute) June 1995 – High School Degree – Liceo Scientifico Statale Marcello Malpighi, Rome

INGUISTIC SKILLS Italian: C2 Mastery English: C2 Mastery French: B2 Vantage

IT SKILLS • Solve Problems Systematically and Effectively • Analyze SLA & KPI result, identifying root cause analysis, find solutions and lead improvement initiative recommendations • Analysis and synthesis when reporting to executive levels and professionally approach with customers and colleagues at all levels • Build teams: hire, develop and grow with ability to act as a mentor • Work with ISO27001 process and rules focused on Security and Business Continuity methodologies • Improving processes and activities to develop clear and efficacious documentation/procedures, maintain asset management and inventory • Development, ownership and management IT budget;

TECHNICAL SKILLS Very good knowledge of the Major Portfolio of Voice and Data (integrated) services, of the major tools for Proactive management, conferencing tools, CRM tools and enterprise digital tools