Kennis, opleidingen en ervaring:

Opleiding: Universitair

Stages en werkervaring: LILA (Lega Italiana lotta AIDS) 1998 - 2000
Social Worker
I was working in an harm reduction EU project targeting heroin addicted people
My main tasks were:
• Information
• counseling
Istituto Nazionale Per Lo Studio E La Cura Dei Tumori 2000 - 2002
Secretary of Rare Tumors Network
The first web based network where European oncologists where sharing
and discussing cases online.
While maintaining the rare tumor network and webpage, I was also in charge of the administrative
aspects of it as it was a project founded with EU grants.
I was responsible of many tasks including:
• network maintenance and site moderator
• ensuring grantee-partners submit on a timely basis the paperwork
needed to make and manage the grants and updating and maintaining the accuracy of grantmaking info
• EU project writing support
• help translating the materials
AT&T c/o Sykes 2002 - 2007
Network Analyst / Escalation Mentor
my main duties were:
• assign cases to agents
• deal with Major Incindents and escalated cases
• preparing a daily report for the higher management with MI, P1+P2
cases
• write RCAs
• supporting the agent community
• Scrubber: Ensure that all tickets where handle according to the severity guidelines and SLA.
BT Global Services 2007 – 2015
Network Engineer
My main responsibilities included:
• monitoring the network (MPLS, Internet Backbone)
• identify the faults
• coordinate the fault's resolutions int the shortest time possible
• second level support for the Customer Service Center on connectivity and routing/configuration issue’s
for customers connecting to the core
• responsible for BT equipment all over the world and support site maintenance
• Major Incidents handling and reporting
• escalate issues to vendors to all the levels and receive and deal with
escalated cases
• prepare twice a day a report for the higher management with a summary
of Major Incidents, P1+P2 cases

Opleidingen en cursussen: 1993 – 1997
Università degli Studi di Milano
Political Science
1998 – 1992
Liceo Linguistico Europeo
Humanistic Lyceum for foreign languages
03/2007 – 04/2008
At&T networking training including one month intensive training at AT&T Brussels
2008 – 2013
BT internal training in Cisco technologies, Juniper technologies, Alcatel technologies

· MPLS, WAN, OSPF, BGP
· Cisco routers models up to 10K
· Cisco Catalyst switches up to 6500 series
· Juniper routers
· Incident Management:
monitor and ensure active surveillance for customers, products, networks and services.
· Major Incidents:
deal with Major Incidents aiming the fastest recovery of the service by workarounds and escalations.
· Incident Monitoring and Escalation:
monitor the status of incidents ensuring that the quality of service targets are met using all available
resources and escalations.
· Microsoft Office
· Lean
Currently studying CCNA and ITIL

Overige informatie:

Rijbewijs: B

Eigen vervoer: Nee

Persoonlijke eigenschappen: · Strong communication and people management
· Ability to work effectively under pressure
· Team player and goal oriented
· Attention to detail and eye for the big picture
· Ability to prioritize and manage workload
· Adaptable, self-motivated and proactive

Hobby's en interesses:

Gewenste contractvorm: Fulltime