Amina Moscatelli

Experience

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  CeRFI SA

  May 2005 - Dec 2015

  Senior IT Service Management Expert –ICHV- Support Unit (16 IT specialists, 5000 users)Mandate: Redesign the Support Unit functionsActivities and areas of Responsibility:• Redesign of the Support Unit• Engage with internal and external service providers to drive business relations• Identify operational risks and initiate corrective and mitigation measures• Act as key point of escalation for support services issues• Identify areas for improvement and facilitated actions to resolve them• Lead and coach a team of 15 persons • Train the support unit staff on ITIL best practices Show less Senior Project Manager –WIPO- Communications Division Mandate: Working on two projects in parallel• Management of a project for the implementation of a CRM• Performing a Gap Analysis for Trade Marks section Activities and areas of responsibility:• Be responsible for all aspects of the implementation of the chosen solution• Lead and mentoring of the project team• Actively deploy the relevant project management tools to help steer the project• Represent the project in steering committees• Monitor the progress of the project and report to senior management• Contribute to the standardization and optimization of the implementation processes• Actively participate in the exchange of know-how among colleagues• Analyze of current state of the customers service, operations, management processes, procedures and tools• Perform a gaps analysis for Trademarks section• Provision of Reports describing recommendations to bridge the gaps Show less IT Service Management Consultant – Rolex – IT department (70 IT specialists and 5000 users)Mandate: Users support, Access Management and Quality controlActivities and areas of responsibility:• Participate to the Service Desk design• Everyday cooperation with external offices• Work closely with the Level2 support to ensure that all business critical issues are escalated promptly and escalation procedures are met within agreed deadlines. Monitor• Liaise with external suppliers and service providers• Train new users and analysts onsite• Liaise with Change Owners and Change Requesters to ensure requests are fully documented and of suitable quality to be submitted for approval• Provide IT support for VIPs and users on site • Installation and support of various hardware and their operating systems, i.e. desktops, laptops, printers and blackberry’s• Manage user accounts and services with MS Active Directory• Creation of a knowledge base• Initiation of proactive service improvements and insurance of their delivery Show less IT Service Management Consultant –WIPO– ICT department (80 IT specialists and 1700 users)Mandate: Design ITSM processes and act as Service Desk ManagerActivities and areas of responsibilities:• Design and implementation of 5 ITIL processes (Incident, Problem, Knowledge, Change Management and Request Fulfillment processes)• Management of various IT projects (exchange, Livelink…etc)• Lead the outsourced Service Desk (10 people)• Administration of IT Service Management tool (BMC express)• Develop continuous process improvement to meet critical timelines by analyzing metrics to optimize and improve SLA response and resolution times • Management of communication to stakeholders• Organize and train ITIL best practices• Development and management of the ICTD Service Catalogue• Development of onboarding process for the organization• Lead projects to improve IT services• Administration of the Service Management Platform (BMC Service Desk Express) Show less

  • IT Consultant

    Apr 2015 - Dec 2015

  • IT Consultant

    Feb 2011 - Dec 2015

  • Service Desk Team Manager

    Jun 2008 - Feb 2011

  • IT Consultant

    Jun 2008 - Jan 2011

  • Service Desk Specialist

    May 2005 - May 2008
• 

  CeRFI SA

  Mar 2016 - Jul 2018

  Senior IT Service Management Consultant –WIPO– ERP section (35 IT specialists, 5 customers and 1200 users)Mandate: Design ITSM processes in order to apply for ISO/IEC 20000 accreditationActivities and areas of Responsibility:• Maturity level assessment of the existing ITSM processes• Development of a Balance Scorecard for the ERP section• Design of 10 ITIL processes• Mapping of the designed 10 ITIL processes into the ITSM tool (Cherwell)• Implementation of ITSM related tools (Cherwell, ECM, Confluence, ELM)• Development of a communication management plan (include stakeholders reporting matrix)• Development of a knowledge management program• Development of a supplier management strategy• Development of a user’s training plan based on the existing corporate strategy• Organization of workshops and training of IT specialists on ITSM and project management• Redesign of Service Desk function• Leading of a 5 IT specialists team in charge of Service Desk activities• Train and coach of the section staff on ITSM processes and tools• Work closely day to day with all the support teams and Management to meet SLA’s• Cooperation with the other team Leaders to reach the section results (taking over some responsibilities if necessary)• Establishment of KPI at Service Desk level as well as at the section level• Leading of enhancement projects• Work closely with procurement team to consolidate/optimize the Training program for requesters Show less Senior IT Service Management Expert – EHL – Support Unit (8 IT specialists, 3000 users)Mandate: Design a professional IT Service DeskActivities and areas of Responsibility:• Analyze business needs for implementation of new services• Development of the ICT Service Catalogue• Coach a team of 9 people• Train and coach the ICT department staff on ITSM• Select IT tools for the Service Desk function• Develop and ensure the Quality assurance• Manage incidents & Request fulfillment following ITIL processes• Continually improve processes, tools and knowledge of the department• Lead part of the department’s projects Show less

  • ITSM Expert

    Jun 2017 - Jul 2018

  • IT Consultant

    Mar 2016 - Jun 2017
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  Ecole hôtelière de Lausanne

  Aug 2018 - Jun 2019

  Senior IT Service Manager
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  Aéroport de Genève

  Aug 2019 - now

  Experte Méthodes et Qualité des Systèmes d'Information