Monica Di Fiore Marianni

Define helpdesk service offering for traveller-facing products, and define the operating procedures that the centers will follow in providing the service.
KEY RESPONSIBILITIES
-Define the service offering to clients, including scope and pricing recommendations, together with the head of the department and other CWT relevant constituents
-Establish processes and procedures for issue resolution and escalation between levels 1, 2 and 3, to ensure consistent behaviour globally, including consistent use of SM7
-Understand cost structure of the technical services organization and implement initiatives to optimize that cost.
-Manage P&L for the technical services centers, ensuring maximization or revenue and customer billing as well as cost optimization
-Expand knowledge and expertise through the network
-Monitor Key Performance Indicators and highlight variances and exceptions

In charge of IT infrastructure maintenance and deploy
Responsible of IT Service Desk operations
IT Procurement process implementation
IT vendors coordination and contract management
IT processes alignment with ITIL Best Practices
EMEA IT projects deploy and local implementation
IT Service Delivery activities re-organization and production of internal IT deliverable processes
Business Continuity Plan implementation
EMEA Configuration Management Database (CMDB) definition
Peregrine Service Center 5.1.3 customization and implementation
Responsible of company Data Centre functionality
In charge of SLA application and respect with internal clients

Main Achievements
2007 Business Continuity Plan implementation
Result: Minimize Business Critical applications downtime and service disruptions. Data Centre infrastructure re-
engineering.
2007 ITIL EXIN Basic Foundation Certification
2006 Service Delivery processes re-engineering
Result: match the Business requirements and needs, increased IT processes efficiency and effectiveness, SLA
respect, increate Service Desk productivity. Staff internal re-organization
2006 Incident Management process implementation
Result: reduce incidents time-to-solve and minimize incidents impact on production environment/business Applications.
2006 IT Technical Library adoption
Result: improved Service Desk incidents resolution time and efficiency. Increased knowledge.
2005 IT Procurement process definition
Result: savings of 20% of general IT costs, vendors SLA control and reduced providers services/hw delivery.
2005 IT Warehouse Inventory design
Result: assets management, warehouse control, IMAC procedures improvement, HW costs control and correct attribution, IT environment control.

Company metrics implementation for Manufacturing processes
KPI measurement, monitoring and reporting to Management
WEB based booklet publication
Processes reengineering (Supply Chain management, Pull System)

Main Achievement
2003 Manufacturing company metrics implementation
Result: manufacturing processes control and improvement of Production productivity. WEB based booklet implementation for a real time control of processes performances (KPI), reduced time to react for management strategic decisions.

Implementation of an X-ray testing system for PBA technological control (beta site in Europe for Hewlett&Packard Testing and Measurment unit). SMT/PTH mounting processes quality control.
Responsible of pre-production manufacturing processes check and validation
"Desing for Manufacturing" methodology application for new products debug

Main Achievement
1998 X-Ray testing system implementation (HP 5DX)
Result: improvement of SMT/PTH assembly processes quality, pre-production debug reduced time, mounting processes real-time adjustment and reduction of production scraps. Components and PCB quality check to reduce poor quality scraps prior to series production.

Customer Service support on Telecommunication equipmenents

Manufacturing processes engineering.