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<pre>Array ( [var] => cut_url ) </pre> Resume for Antonio E. for Manager / Supervisor / Team Leader / Computer & IT Services in Stuttgart, Germany. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #Q8TXEUFUK
 

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Resume for Antonio E. for Manager / Supervisor / Team Leader / Computer & IT Services in Stuttgart, Germany




Occupation: Manager / Supervisor / Team Leader Industry: Computer & IT Services
Country: Germany City: Stuttgart
State: Baden-Wurttemberg ZIP: 70327



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Antonio E.

Project Manager – PMP® Certified

Beutelsbacher Straße – Stuttgart –  Germany – Mobile: + email:  

Professional Overview
 

An experienced Team Manager and skilled Project Manager with a proven track record of success in working for and with high profile international organisations. Providing highlevel team management and service management control to consistently improve business performance and delivery of professional services to customers in the UK and Europe.

A strong proactive leader, providing coaching, training and mentoring to enable teams to work together to achieve individual targets and company objectives.

Experienced in communication management, resource management, time and budget management and delivery, recommendations for best practice and future proofing, developing and delivering solutions to complex issues.

Worked with clients including Apple, Microsoft, SonicWall, LG, Buffalo, XLWorld, in various Countries.  

Career Highlights
 
  • Successfully handled stakeholders expectations developing an effective communication plan.
  • Develop effective project quality plan defining processes, metrics, and audits
  • Developed effective HR plan and acquired team.
  • Developed successful action plan to face a huge unexpected incoming volume.
  • Worked on team motivation and development to mitigate the highly impacting risk of attrition. 
  •  
    Career Skills
     
  • Worked directly with customers to design, develop, implement, train, document IT support solutions, delivering high value project on time & within budget
  • Worked with client on solution implementation
  • Developed Quality solutions and compliant with organizational processes and assets and company values
  • Prepared detailed technical project documentation and progress reports
  • Developed effective communication plans, established excellent working relationships with clients
  • Ability to break down problems & prioritise solutions based to businesscritical issues
  •  
    Key Skills
     
    Technical Skills
     
    Personal Skills
  • O.S. Microsoft clients and servers, Mac, Linux
  • Office and open office with advanced features
  • Database: SQL and FileMaker
  • SAP administration
  • Network administration and security
  • Antivirus Enterprise solutions
  • Lotus Domino client and Server administrator
  • Communication
  • Good listener
  • Leadership
  • NLP
  • Initiative
  • Flexibility
  • Languages: English advanced – Spanish medium German – Basic A.. – Italian mother tongue
  •  
    Certificates
     
  • PMP certification Project Management Professional awarded by PMI
  • Course NLP and communication C/O ISICNV
  • Course on psychological negotiation focusing on marketing
  • Quality and effective Coaching
  • CSSA Certification Network Security Administrator
  • Communicating Business Value for Technical Leaders LTUF IBM
  • Becoming a Manager MGMT IBM
  • Achieving Results as a Crossfunctional Team  TEAM IBM
  • A New Manager's Responsibilities and Fears MGMT IBM
  • GBS Project Management Review PMR Best Practices BLG IBM 
  •  
    Education
     
  • University of Shepperton, London
  • PhD in Computer Information Management four years 

  • UniBO University of Bologna , Bologna, Italy
  • Degree in mechanical Engineering three years plus extra exams  

    Career History
     

    .. Project Coordinator

                Sitel Ltd – Kingston upon Thames – London – UK

    Managed the implementation of the FileMaker project – Project coordinator responsible to implement the client requirements within established deadlines and to liaising with the parts involved in the project. 

  • Interfaced between departments to communicate changes & manage information
  • Identified & reported on potential impact of changes to assist in business decisions
  • Managed complex technical environments
  • Developed the project quality metrics and worked on the project quality plan
  • Worked with HR to acquire and develop the project team.
  • Documented detailed lessons learned.
  •  
     

    .. Senior Team Leader

                Teleperformance  – Maastricht  – NL

    Responsible of customer support team for LG Electronics and HUB of team managers' pool. 

  • Responsible for supervising a team of agents staff to ensure targets were met
  • Imparted extensive knowledge of the business to motivate and train the staff
  • Ensured high levels of quality coaching each Agent at least times per month
  • Undertook daily performance analysis  discussing team performance and daily reports
  • Involved in recruitment, training, script writing, people development and support
  • Set realistic team & individual targets during one to one appraisals & discussions
  • Attended internal & external national & international meetings & conferences
  • Achieved high customer satisfaction
  • Achieved service level and abandoned rate targets on a regular basis
  •  
     

    .. Team Leader

                HECC Alliance Boxtel NL

    Responsible for leading customer service and Technical support for SonicWall – EMEA 

  • High standard of technical support in levels people staff Firewall, network security, remote access  security, AV, ecc.
  • Assured regular analysis of technical escalations and workload monitoring
  • Improved communication between the team encouraging constant information flowing between the three  levels of support and customer service making sure that timely feedbacks were always provided to other  levels and to customers
  • Organized technical trainings tailored to specific tasks and needs
  • Analysed the the workforce's skills and reorganized more efficient teams per product and expertise
  • Successfully filled the Duty Manager role providing high level of quality and communication liaising with  sale's managers and escalation engineering in the US and providing official feedbacks to received  complaints.
  • Achieved excellent team spirit and motivation
  •  

    .. Team Manager

                Stream International GmbH – Berlin – DE

    Responsible for leading the Tier technical support for Microsoft, Italian and German markets 

  • Led a challenge engineers plus mentors staff providing support in two languages.
  • Developed successfully plans to achieve all the key performance metrics against the challenging forecasts  received from the client
  • Achieved the revenue targets on the monthly bases
  • Instigated motivation by inspiring and encouraging the team to exceed their objectives.
  • Fostered career advancements after having identified individual strengths and promoted creativity and  initiative
  • Tackled down the massive workload analysing all the escalations and redistributed cases by skills and  commitment
  • Actions plans to either anticipate possible issues or to possibly improve the team performance.
  • Weekly reports sent to the client managers
  • Regular meetings and conference calls to share action plans and implement strategies.
  •  
     

    .. Team Manager

                Sykes Ltd D, Clare, Shannon – IE

    Responsible for leading the technical support for Buffalo Network Storage, External drive, Wireless apparatuses, etc – EMEA  

  • agents staff providing technical support organized in two levels
  • Reorganized the hiring plan to reduce the attrition caused by unpleasant location analysed true motivations  of candidates – applied entry training fees to be paid for leaving earlier than two years  – attrition dropped by  % in two months.
  • Focused on team motivation created a friendly working environment where people were please to come.
  • Reorganized technical environments and organized regular training and certification provided  by developers from Japan hence escalations to rd level dropped by % in months because the higher level of technical knowledge.
  •  
     

    .. IT Manager

                XLWorld Ltd. – Iasi RO

    Responsible for leading engineers staff in a fast growing technological infrastructure including calls routing, IVR, VoIP, Help Desk, data servers, application servers, computer installation, backup and maintenance. 

  • Renewed and improved the suppliers pipeline reviewed and negotiated better contract conditions with the  company's suppliers. 
  • Built a strong team spirit and high motivation level people came to work also during the weekends when  maintenance, backup and updated were handled.
  • Understood the Romanian cultural differences turned my attention to people applied leadership style  more suitable for the environment – obtained great level of commitment throughout the workforce
  • Worked with the company board on action plans aimed to reduce absenteeism   improve quality and  performance
  • Organized a modern and efficient storehouse realised goods inventory system and assessed financial  estimation of company belongings
  •  
     

    .. System Administrator

                G.D SpA    Bologna   It

    Responsib


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