Angelo Matruglio, MSc, MBA

Experience

• 

  Marina Militare Italiana

  Jan 1998 - Mar 1999

  Staff Officer
• 

  Accenture

  Apr 1999 - Sept 1999

  Software Engineer
• 

  European Space Agency

  Oct 1999 - Sept 2000

  Software Engineer
• 

  WorldCom

  Sept 2000 - Jan 2003

  Senior Technician SME Metro Networks

  • Monitoring, maintenance and troubleshooting of the SDH,PDH and DWDM networks. • Documented processes and procedures in order to manage the metro networks. • Onboarded new hiresKey achievements :• Consolidated the management of all the european metro networks in one NOC• Supported the implementation and troubleshooting of the London DWDM Metro Network for ABN AMRO

• 

  MCI

  Feb 2003 - Oct 2004

  Network Engineer

  • Responsible for the 24x7 monitoring and repair of the European and Asia/Pacific SDH, PDH, & DWDM transport networks.• Responsible for Crisis Management, Escalation Management and Executive Communication.Key achievement:• Trained the Global DXC Center engineers in Cary, NC after reorganization

• 

  Verizon

  Nov 2004 - May 2006

  Managed Network Services Engineer

  • Responsible for the 24x7 monitoring and repair of more than 1000 fully-managed global customer networks.

• 

  Verizon Enterprise Solutions

  Jun 2006 - Jul 2016

  DC Operations Manager, Verizon Cloud Solutions, Amsterdam• Responsible for the 24x7x365 Operations in a state-of-the-art DC and Smart Hands Support in 4 key Benelux DCs.• Responsible for meeting the 15 min premium SLA. Customer facing role during outages and maintenances. Ensure the right expectations are set and the customer can make its business decision. • Lead a team of DC engineers to implement and support Managed Hosting, Colo and Cloud Computing customers. • Provide tours in the DC and advocate the advantages of the facilities.• Ensure the highest security standards are met by enforcing access lists adherence. • Ensure compliancy with several auditing standards PCI/ SOC1/SOC2/SSAE16/ISO27001 Show less • Lead a dedicated service desk and global network and security repair team for large banking customers, providing customized operational support. • Lead a separate team providing standard operating model network support for global enterprise customers.• Establish Service Assurance processes between different departments in the global arena. • Liaise with Project/Program managers to allocate resources and coordinate Maintenance and Changes. • Responsible for incident management, escalation management and executive communication. Liaise with suppliers and vendors.Key achievements:• Change management. Led, motivated and supervised the change of network engineering team into a customer-oriented service desk team.• Worked at the set-up of the CZ office establishing procedures and processes. Led and trained newly hired engineers.• Implemented a One Stop Shop to integrate the Service Desks of Managed Services and Managed Security Services into a single one. • Customer Advocacy Manager. Turned around customer experience implementing Service Improvement Programs• Defined an improved cost model for managed customers linking the cost of managed devices to resources used.• Defined and implemented processes and procedures to manage non-standard equipment for the Swiss Stock Exchange Show less

  • Data Center Operations Senior Manager

    Jun 2015 - Jul 2016

  • Service Desk & Network Operations Manager

    Jun 2006 - May 2015
• 

  Google

  Aug 2016 - Jun 2018

  Data Center Operations and Implementation Manager

  • Responsible for project managing the installation of racks, fibers and machines. • Responsible for the maintenance and upgrade of Linux switches and servers • Responsible for meeting customer SLA measured with daily and monthly KPIs.• Responsible for resource planning. • Responsible for vendor management

• 

  Verizon Connect

  Jul 2018 - Jun 2019

  Operations and Implementation Manager

  • Responsible for customer experience of IoT and SaaS solutions • Responsible for service implementation• Responsible for Customer Support

• 

  Tesla

  Jul 2019 - now

  • Megapack• Supercharger• Powerwall• Wall Connector

  • Residential Service Asset Management Lead - NAM

    Nov 2022 - now

  • Technical Support Manager EMEA

    Jul 2019 - Oct 2022