Fabio Giraudo

Born on 2. May, 1979
Budapest, Central Hungary, Hungary
Fabio G. headshot
Professional Goals

"+17 years of experience for Professional Services in the IT application to business solutions applied to the end customers. Management of work teams, planning, construction of improvement plans, Business Transformation Consolidated experience as Service Manager, IT Manager and Project Management for Management of work teams, planning, construction of improvement plans, applying the Best Practices and ITIL principles. Strong relationship skills with any level and consolidation on market negotiations, implementations and formulation of offers. Multiple management of services and projects, including billing, forecast, accrual, revenue"

Experience
Global Customer Service Manager
NSC Global Ltd, trading as nsc}
in 3rd Floor, West Building, 1 London Bridge, London SE1 9BG United Kingdom

https://nscglobal.com/en/

February 2017 - April 2020

Core Competencies:

Customer satisfaction Levels, Client SLA performance reporting, monthly financial management activities (maintenance services and billing), accurate asset management of the customer estate, renewal of maintenance service contracts, a great customer relationship with key stakeholders, that internal service departments are delivering against contracted Service Level Agreements to enable constant improvement of service, to enable the business (internal) to understand the satisfaction levels of all clients. Ticketing platform used Remedy / Service Now. Business or sector: TLC – IT Consulting
Technical Service Manager
NPO Sistemi (a Ricoh Company)
in Rua Rio Grande do Sul, 661 - 5° Andar - barro Preto, Belo Horizonte (MG) – CEP: 30170

https://www.nposistemi.it/?lang=en

October 2015 - January 2017

Core Competencies:

Customer relationship management, analysis of the internal processes, customer care SLA's submission, 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, 3rd position in the escalation path shared with the customer, 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. Ticketing platform used Service Now. Business or sector: IT Field – IT Consulting
Service Relationship Manager
BT Global Services
in Metropolitan IPWest II, 91-93, Budafoki út, Nádorliget-lakópark, Kelenföld, Budapest, Central Hungary, 1117, Hungary

https://www.globalservices.bt.com/en

January 2014 - October 2015

Core Competencies:

Customer relationship management, analysis of the internal processes, customer care SLA's submission, service credit 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. Application of Best Practice and ITIL basic principles. Business or sector: TLC - IT
2nd level System Administrator and CMDB accountable
IT Services KFT (partner of T-Systems)
in Debrecen, Debreceni járás, Great Plain and North, Hungary

https://www.deutschetelekomitsolutions.hu/en/our-services/

February 2012 - December 2013

Core Competencies:

Monitoring and scheduled maintenance activities on production servers located in the Datacenter (Hungary and Italy). Direct support activities for the end customer through the use of the Cosima ticketing platform. Application of the principles of Best Practices. This role includes availability outside working hours to ensure continuity of service. Business or sector: IT - TLC
2nd Level Network Technical Coordinator
BT Global Services
in Debrecen, Debreceni járás, Great Plain and North, Hungary

https://www.globalservices.bt.com/en

April 2011 - February 2012

Core Competencies:

Professional support related to network problems, remote troubleshooting through web applications and direct tests on the router, using the SSH (Putty) protocol. The coordination of onsite FE to guide them to troubleshoot and solve the problem is fundamental in the list of activities. Application of Best Practice and ITIL basic principles. Business or sector: TLC
Team Leader - IT Specialist in Microsoft Platforms
Gruppo Consoft S.p.A.
in 10127, via Pio VII 127, Turin (Italy)

https://www.consoft.it/en/

September 2003 - March 2011

Core Competencies:

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. Virtual machines management with VmWare architecture, management of VPN gateway to gateway and client to gateway, Firewall management, Veam Backup, Backup Exec and Nt Backup Management of “customer portfolio”. In the last 2 years I was elevated as IT Manager Team Leader for the local hardware equipment and taken the management of 5 IT Specialist located in 4 different branches (Turin-Milan-Rome-Tunis). Business or sector: IT Consulting
Education
Ilearn–Innovative Consulting s.r.l.-(https://www.innovativelearning.eu/)
Degree: ITIL 4 Foundation

2020 - 2020

Description:

ITIL 4 training
Ilearn–Innovative Consulting s.r.l.-(https://www.innovativelearning.eu/)
Degree: ITIL v3 Foundation

2018 - 2018

Description:

ITIL v3 training
HP Education Services–(https://education.hpe.com/ww/en/training/index.html)
Degree: VmWare H9P76S

2015 - 2015

Description:

VmWare vSphere: Install, Configure, Manage (v6.0)
Aliware-(http://www.aliware.it/index.php/en)
Degree: Microsoft MOC 2277

2006 - 2006

Description:

Implementing, Managing and Maintaining a Microsoft Windows Server 2003 Network Infrastructure: Network Services
CSEA
Degree: post Diploma - Office Automation

2002 - 2003

Languages
Russian

A2 - Elementary

Hungarian

B1 - Intermediate

Portuguese

B2 - Upper intermediate

English

C1 - Advanced

Italian

C2 - Proficiency

Skills
Work skills

Service and Account Management, ITIL, Service Delivery, People Management, Best Practices, Problem Solving, Business Improvement

Other skills

I can-do attitude