Simone Ferraro

Experience

• 

  Hewlett-Packard

  Mar 2010 - May 2012

  ExpertONE process, being the first escalation point of contact for customers, answering client's enquirers, checking accuracy of the data with established policy. Executing CRC process within Accounts Payable, being the first escalation point of contact for customers, answering client's enquirers, checking accuracy of the data with established policy.

  • ExpertONE Specialist for the Italian and Spanish market

    Jun 2011 - May 2012

  • Customer Service Representative for Italian and Spanish market

    Mar 2010 - Jun 2011
• 

  IBM

  May 2012 - now

  Be the primary contact between the DPE, the Customer and the delivery support Organization.Planning and coordinate the security process on customer`s server, verify the overdue tickets and changes and coordinate all the action plan related to meet customer`s SLA and KPI`s.Produce reports with status of service for the customer to check if all customer`s agreements are met and ensure positive customer satisfaction and that good customer relationship is maintained.Acting as Transition Manager, Manage, coordinate and control the projects related to server`s deactivation.Lead and coordinate the operative activities for the dismission being the first point of contact for technician teams and between the Customer and delivery teams.Analyze technical issues to get best solution and lead and coordinate technician team for implementation.Do all configuration management`s activities to update all tools. Show less Be the primary contact between the DPE, the Customer and the delivery support Organization.Planning and coordinate the security process on customer`s server, verify the overdue tickets and changes and coordinate all the action plan related to meet customer`s SLA and KPI`s.Produce reports with status of service for the customer to check if all customer`s agreements are met and ensure positive customer satisfaction and that good customer relationship is maintained.Acting as Transition Manager, Manage, coordinate and control the projects related to server`s deactivation.Lead and coordinate the operative activities for the dismission being the first point of contact for technician teams and between the Customer and delivery teams.Analyze technical issues to get best solution and lead and coordinate technician team for implementation.Do all configuration management`s activities to update all tools. Show less - Change management process design, delivery, and audit readiness.- Comprehensive cooperation with customers. Improving day to day process performance and quality. - Providing regular status updates and reporting to all parties involved in process. Ensuring full transparency and best possible alignment of resources for change execution- Weekly CAB with customer. Weekly Internal CAB with technicians.- Applying practical Knowledge of Information Technology Infrastructure Library (ITIL)framework, with focus on Change Management Show less

  • Service Availability Manager

    Apr 2019 - now

  • Delivery Project Manager

    Aug 2015 - now

  • Change Manager

    Sept 2014 - Aug 2015

  • Service Coordinator for the Italian market

    May 2012 - Sept 2014
• 

  Kyndryl

  Jun 2023 - now

  Scrum Master role:- Responsible to lead Agile methodology and Scrum Master role for Wintel Team (15 technicians)- Responsible to organize Scrum ceremonies as:Daily Stand Up (15 min. daily)Iteration Meeting (begin of the Sprint)Retrospective meeting (end of the Sprint)Kanban board organization for the Team (Bluesight)Grooming meeting ( in case needed) with the Team to identify most important tasks to be prioritized - In our Team is not present the Product Owner role, so I’m not working in touch with a product owner. Our Team is a pure technical Team and we are using Agile methodology and Scrum framework to follow up our daily work.We usually run a 4 week sprint, starting with Iteration Meeting where we analyze the situation, together with the Team, we choose the tasks we want to add to the next sprint from the Backlog.Every day we are running a Daily Stand Up with all the Team, where every Team member answer to the standard Scrum questions:- What did you do yesterday?- What will you do today?- What (if anything) is blocking your progress?Daily Stand Up does not take more then 15 minutes and allow the Team to know exactly where we are, focus on the most important tasks, prioritize tasks, and remove possible blockers.- In case needed, helping the Team solving mayor issue, organizing meeting and brainstorming to facilitate the solution. Show less

  • Deployment Manager- Samlink OY Account

    Jun 2023 - now

  • Scrum Master Wintel Team

    Sept 2021 - now

  • Deployment Project Manager

    Jun 2023 - Sept 2023