Angelo Muscella

Experience

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  Xerox

  Nov 1987 - Sept 1994

  IT Operation

  Department:Information Management (IM)Main activities:Operating, Network Administration,PBX-Administration, RACF-Administration, Production support responsibility Activities:Production support: Planning, controlling and implementation.Handover of new as well as changed application into production. Administration of production tools such as: RACF OPCA WSF2 ERD, etc.XNS Network administration for Rank Xerox SwitzerlandSystems Administrator IBM AS400 and IBM RS6000Operation support PBX Meridian/Siemens, Network Administration LAN / WAN entire Rank Xerox Switzerland, Deputy of System support responsible and Production-leadership, General office administration Show less

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  HP

  Oct 1994 - May 2009

  Network Engineer

  EDS Department: Enterprise Network ManagementMain activities: Service Development, Sales Support, Project Manager in the network area, Security and Network SystemsActivities:Operation Support Voice PBX, Operation Support LAN / WAN for all EDS Swiss locations, Single point of contact for national and international customers, Network administration for major customers, planning, consulting, Offering and project leading, implementations, sales support and training, general office administration. Show less

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  Verizon

  Jun 2009 - Feb 2013

  Sr. Network Engineer, Verizon Busines GmbH

  Department: Managed Network Solution OperationMain activities:Responsible for Networking and security operation, project member for networking and security projects, local team leader.Activities:Operation support in security area such as firewalls (Check-Point R70), Proxes (McAffe Webgateway and BluecoatSG) Loadbalancer (F5). DNS/IPMAN/DHCP Management on Infoblox appliances.Operation support for LAN / WAN (Cisco), single-point-of-contact for national and international operation and projects, implementation, general office administration, Team Leader. Show less

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  Colt Technology Services

  May 2013 - now

  Service Management:Delivery of mainly transactional ICT Service Management activities contracted by the assigned customer portfolio underpinned by ITIL capabilities, specific tools and complementary resources from other areas and partners. To be involved in transition of services Grow revenues of assigned Accounts against existing inventory / contracts (transactional business). Liaise with direct sales to align with sales strategy Liaise with internal departments to solve commercial problems (e.g. T&C, contract clauses, pricing) in conjunction with the S&CM and BS colleagues Comply to defined KPI / OLA’s and support decrease in complexity and increase in automation. Improve quality of order production to support “bill right first time” and “install right first time” in conjunction with the Sales Support colleagues. Contract:Revenue retention: Support for revenue retention of assigned customers, i.e. actively support all sales and S&CM roles to avoid churn and price erosion on Gamma customers.Revenue growth: Accountable to manage all transactional business matters in assigned Gamma accounts (MACs / renewals). Revenue realization: Ensure a professional and high qualityattitude to help producing “clean orders first time” to support fast delivery and accurate billing. Identify and execute activities to maximize revenue realization.Process standard renewals in agreement with AM/CD - produce proposals, sell, initiate Order-forms production. Relationship management:Accountable for customer experience. Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer. Build relationships of trust and respect with key customer stakeholders providing the basis for Colt’s success; Understand competitive landscape of assigned Gamma Accounts Generate high customer loyalty by blending high CSAT, high customer touch, high insider customer knowledge and deep personal relationships with the customer. Show less • Provide specialist engineering expertise over Network and IT Security ranging across but not limited to; design, support and administration.• Operational duties over relevant aspects of the Colt Managed Services infrastructure required to deliver and support properly-engineered managed services and products to meet the needs of the business.• Network and Security engineering management, especially in a Data Centre environment, running a variety of operating systems and applications. Key accountabilities• Technical expertise across all matters relating to Networking and IT Security • Appropriate information and assistance to other specialists, users, sales personnel and managers• Evaluating new system software, reviewing system software updates and identifying those that merit action• Ensuring that system software is tailored to facilitate the achievement of service objectives• Planning the installation and testing of new versions of system software• Stakeholder, customer and vendor engagementEnsuring that operational documentation for system software is fit for purpose and up to date Show less

  • Service and Contract Manager

    Mar 2017 - now

  • Network/Security Engineer, Managed IT Services

    May 2013 - Feb 2017