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Fabio Giraudo

44 ans • Turin

Compétences

Leadership

Team Management

SLA

Customer Review

Project Management

Service Desk

Target

Goals

Customer Care

Expériences

Customer Service Manager

- Maintenant

Gestion de projet / Produit

penalty calculation, monitoring of the services provided to customer and periodical analysis of the tickets, process optimization, reduce the customer business impact, documentation, involving in critical issues, major outages, 2nd point escalation, team management (25 IT technicians), goals, objectives, planning activities change with the customer, new implementations, depth knowledge of the contract between the parties and discussions on business expansion., billing

Customer Service Manager

Gestion de projet / Produit

penalty calculation, monitoring of the services provided to customer and periodical analysis of the tickets, process optimization, reduce the customer business impact, documentation, involving in critical issues, major outages and Service Desk coordination. Proactive way of thinking for avoid customer escalations and issues related

IT Specialist

Gestion de projet / Produit

Second level technician – management servers for Italian partners and problem resolutions on Windows Server platform All work is managed by Cosima (ticketing software) and the mail task is send an email to customer with the abstract for strategy resolution

2nd line network coordinator

Infra / Réseaux / Télécoms

Circuits monitoring with web-software application for the remote control of Pop’s premises and routers configurations ▪ Resolution of troubles on circuit level with technicians on customer site

Team Leader - IT Specialist

Infra / Réseaux / Télécoms

Network administrator, management account and policy in A.D.,Ms Exchange, installation, configuration and management of the internal servers, backup, employment management documents (creation of domain account, mailbox access credentials), movement sensitive data, management purchase, client and server installations. Management virtual machines with VmWare architecture, management of VPN gw to gw and client to gw, Firewall management, Veam Backup, Backup Exec and Nt Backup Management of “customer portfolio” In the last 2 years I was Teamleader for the infrastructural part and I had the management of 4-5 people located in 4 branches (Turin-Milan-Rome-Tunis)

Formations

Ipsia Beccari

1996 - 2001

Turin, Italy, Turin

Conception / Génie civil / Génie industriel, Infra / Réseaux / Télécoms,

Gestion de projet / Produit