Simone Massa
About
Simone Massa is from Milan, Lombardy, Italy. Simone works in the following industries: "Freight and Package Transportation". Simone is currently IT Service Manager at DHL Express Italy, located in Peschiera Borromeo, Lombardia, Italia. In Simone's previous role as a IT Specialist & Service Manager at Sinapto, Simone worked in Milano, Lombardia, Italia until Nov 2017. Prior to joining Sinapto, Simone was a IT Service Desk Team Leader at KPMG Italy and held the position of IT Service Desk Team Leader at Milano, Lombardia, Italia. Prior to that, Simone was a IT Service Desk Specialist at KPMG Italy, based in Milano, Lombardia, Italia from Dec 2007 to Sep 2012. Simone started working as IT Specialist & Project Leader at System Customer Service S.c.r.l. in Lacchiarella, Lombardia, Italia in Nov 2006. From Nov 2005 to Nov 2006, Simone was On-site hardware and software technician at Spak S.r.l., based in Lacchiarella, Lombardia, Italia.
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Simone Massa's current jobs
Management: Country IT infrastructure End Users Workspace Support ITIL processes for Incident, Problem, Change Local IT Service Desk (outsourcing) Design and deliver Business Continuity Plan Strict collaboration with Global IT Support/IT Management for higher level issues Coordinate IT projects that enable the achievement of business and personal goals Innovation: Bringing new IT efficient solutions (hardware/software) Ensure continuous improvement as standardization, cost reduction, system and application decommissioning Support any changes through effective communication and coordination at all levels of the organization Selection and management suppliers with DHL standards Analysis: Country and Regional SLA/OLA, KPI Regional and Global data sharing on projects, performances, services and costs
Simone Massa's past jobs
Identify and diagnose issues Issues/requests monitoring from start to resolution Categorize and record reported queries and provide solutions Installation and configuration of Windows Client and Server Systems Customer infrastructure and workspace maintenance Technical assistance on-site or remotely IT Systems area coordination with IT Operations Manager (about 10 people) SLA / OLA, KPI analysis Organization of IT training, internal meetings and IT service meeting reviews with customers Support ITIL processes for Incident, Problem, Change
Managing IT Service Desk team (22 people) and related team shifts, IT trainings and meetings SLA / OLA and KPI monitoring IT internal communication for End Users (4000 employees) Support ITIL processes for Incident, Problem, Change Collaboration with other IT specialist groups, internal departments and suppliers Talent interviews
I level tasks: Identify and diagnose issues Categorize and record reported queries and provide solutions Support problem identification Advise users on appropriate actions Monitor issues/requests from start to resolution Escalate, if necessary, unresolved problems to a higher level of support Additional tasks: Migration projects and new PCs rollout Transfers for IT activities to other locations Technical assistance for meetings \ videoconferences \ business meetings Corporate Asset Management (4,000+ PCs and Accessories)