Gaetano Buzzanca

As IT Team Leader I am responsible for the assigned IT Team and makes sure that the team meets set objectives in regards to resources, timing and budget.

- Manage the IT Team with underlying tasks and personnel, including meetings and personnel development
- Take all operative decisions for the IT Team
- Manage and continuously develop the IT Team processes and follow-up team objectives for IT Team

Within the Enterprise Support Services Business Operations group I am responsible for the quality assurance assessment, feedback and coaching of the support delivery organization. Responsibilities included promoting excellence by measuring quality and compliance using consistent processes and enabling improvement, assisting delivery operations improve customer experiences and drive business results that maximize customer value and minimize customer effort. Key responsibilities: • Monitoring the interactions of employees responsible for providing first line technical customer support services. • Providing feedback, coaching and training to the team members. • Understanding process quality metrics. • Participating in on-going monitoring for all Product Groups and performing root cause analysis to improve Customer satisfaction levels. • Identifying actions to be taken as corrective measures based on audit findings, analyzing changes and proposing changes. • Completing and maintaining QA documentation. • Conducted solution testing to ensure a good end-user experience.Actively collaborated to improve the Salesforce platform • Actively collaborated to improve the Salesforce platform and process related documents.

Installing, configuring, managing and troubleshooting main security core products in enterprise environments: Checking customers’ requirements for network structure, environment and it’s model. According to this, providing the advice and solution for best practice of implementing security applications and their configuration. Mainly in EMEA and APJ region. Operating in Italian and English Languages. Leading and taking a part in escalations; cooperating with other teams, (advanced, security and development) to work out issues and improve main core security applications.

Assistance and technical support Level 1-3, data management for administration, online training and onsite. Data management on Teleatlas databases and georeferential marketing software (Map&Market)

Hardware and software system administrator.

Graphic design, document composition for the postalization process

Web site realization, maintenance and management