Stefano Rovedi

Experience

• 

  ETI Security Systems

  Sept 2000 - Nov 2000

  Operator

  Worked as an operator for the company, taking telephone calls and logging faults for a residential alarm/security system

• 

  SO.ME.T. S.N.C.

  Nov 2000 - Mar 2001

  Technical Support Analyst

  Supported 30 users in a windows 98 and 2000 environmentProvided on site technical support to a small user base covering desktop software/hardwareInstalled and supported Hp printers and Lexmark printers.Assisted users with MS office 97 and 2000 with a Ms Outlook 2000 email system. Monitored and managed Windows 2000 file and printer server Acted as an administrative point of contact for the Quality Management system.

• 

  INSIRIO S.P.A

  Apr 2001 - Jun 2002

  Help Desk/Desktop Support Analyst

  Assisted 4000 users in the Rome Offices using Window 95, 98 and 2000 environment for an worldwide engineering company, Technip s.r.l.Worked as part of the Service Desk/Desktop Support teams, acting as the first point of contact for all IT related faultsSupported customers for software and hardware installations and faultsSupported users using email system Lotus Notes (v. 4.5 and 5.0) Maintained Hp printers and Xerox plotters, installing, sharing, hardware and print issues. Installed and supported hp scanners and relative software.Supported engineering software as Pipe3d, Autocad, Toolkit etc. Show less

• 

  ENI S.P.A

  Jul 2002 - Oct 2002

  Support Analyst

  Supported the ENI account in Ortona with an average of 2000 usersWorked as part of the Service Desk/Desktop Support teams, acting as the first point of contact for all IT related faults both software and hardware. Monitored email system Lotus Notes configuration and software issues, providing support where necessaryProvided support to users for issues with Microsoft office 97 and 2000 Assisted customers with networking issue ( connectivity, cabling and switch patching) Took part in a major operating system migration from Windows 98 to Windows 2000Assisted users with Oracle database Client issues like installation software issue, query.Daily Server monitoring (fault, backup etc...) Logged and fixed calls using Remedy Show less

• 

  Wiit S.P.A

  Nov 2002 - Sept 2005

  Desktop Support Analyst

  Supported 5000 customers in the Rome and Italian satellite offices using Windows 2000 and XP environmentMigration champion and Fiscal server implementation specialistPoint of escalation for clients on and off-siteResponsible for carrying out a variety of checks on server applications Provided support to customers for new hardware products Managed the hardware team (5 engineers) for 3rd party assistance

• 

  Capgemini/PWC UK

  Mar 2006 - Jun 2007

  Senior Desktop Support Analyst

  Customer-facing support role dealing with almost 7000 users in 4 different London offices (working in a Windows XP environment), general IT infrastructure monitoring (network connection, software, hardware errors)Supported software issues with Lotus Notes, MS Office 2003, XP and 2000 Trained users on Blackberry usage, PDA’s/Pocket PCsSupported and implemented new IBM technology including tablet laptops, notebooks and desktops developed with the lenovo fingerprint software and IBM Access ConnectionsImplemented and managed the Active Directory migration project for the whole of UK PWC Conference experience (technical organisation and IT assistance) Show less

• 

  KPMG UK

  Jul 2007 - Jul 2016

  Managing a Virtual team of engineers.Customer Feedback analysis, response and improvement processes management.First point of contact and escalations for the Executive Team. Lync/Skype for business assistance and training for Executives.Constant interaction with IT Projects for pilots and feedback of new technologies and transitioning to BAU for the Executive team.Liaising with Executives in order to facilitate project management activities.Responsible for maintaining and updating the official business QMS (Quality Documentation) for IT Services UK (ITS UK) to ensure we maintain the accreditation for ISO9001.Researching, implementing and facilitating new technical processes and non-standard support requests to better respond to business needs.Responsible for the SharePoint Team Site while leading the SharePoint Champions group.Participating in business meetings in order to understand evolving business requirements and support new ITS UK initiativesMac management, software distribution and deployment of new hardware (Centrify and Casper suite experience).Collaborating with different ITS Teams for technical delivery on Projects and Executives Requests.Mobile Technologies champion for Apple devices and Android devices.Utilising the Lean framework to ensure process review, change analysis and implementation for IT Support customer focus processes.Constant review of aging tickets to have prompt resolution, understanding of root cause and identifying any trends.Monitoring and analysing SLA for services provided and service desk responses to contribute to quality and improvement plans.3rd party management on executive technology in order to maintain the quality levels and managing escalations. Show less Managing a team of 25 engineers (2nd line support), a mixed group of contractors and permanent staff.Organising and managing performance reviews for the team (25 direct reports) with follow-up on coaching and improvement feedback. Reviewing and amending staff planner/rotas (including adequate provision for holidays, sickness, lateness etc.) in order to balance the team distribution in different sites.Responsible for organising client visits and dealing with external client requests in order to support the business requirements.Responsible for maintaining and updating the official business QMS (Quality Documentation) for IT Services UK (ITS UK).Implementing and facilitating new processes to respond to business needs.Responsible for the SharePoint Team Site while leading the SharePoint Champions group. Responsible for managing team resources, assessing priorities and deadlines and ensuring that quality checks on work provided are in placeCreating and distributing monthly and weekly stats for UK IT teams.Monitoring of IT cases to ensure that the delivery of services meets agreed Service Level Agreements (SLA), while ensuring that the team performs at the expected level and that appropriate processes are followed with all casesOn-boarding new starters into the team, ensuring that they become familiar with the procedures and the standards set by the Service Delivery Model. Ensuring that any new employees acquire and continuously maintain any necessary qualificationsAssisting ITS UK projects in order to guarantee successful delivery while responding promptly to issues and escalationsAnalysing and actioning Customer Satisfaction Surveys results in order to develop strategies to improve customer servicesArranging and conducting job interviews for permanent staff and contractorsLiaising with internal customers and various departments in order to facilitate project management Main point of contact for KMPG Executives Show less 2nd line support and supervision for the UK London KPMG offices Provided desk side support and delivered hardware break fix solutionsTrained new members of staff on the effective use of their laptops / desktops Provided IT support for blackberry and smart phones users, assisting on software issues, usage of the device, while dealing with 3rd line and network providersAssisted national and global users with VPN and connectivity issues, dealing also with Clients IT when necessaryDiagnosed and fixed issues related to Microsoft office 2003 / 2007, Windows XP and VistaHardware fix for HP and Dell laptops / desktopsProvided support for internal projectsActed as a point of contact for new trainee and technical engineers regarding software and hardware issuesSupported and assisted other UK KPMG groups with software integration issues while dealing directly with software vendors Supported the company-wide transition to MS Vista (MS Vista Migration Project)Created, developed and maintained the IT London Local Support (LS) help file in order to share and update new and old procedures within the team to provide easy access to information Show less

  • IT VIP Support Lead

    Apr 2013 - Jul 2016

  • IT Team Leader / Assistant Team manager

    Aug 2010 - Apr 2013

  • Senior Desktop Support Analyst

    Jul 2007 - Aug 2010
• 

  KPMG

  Aug 2016 - now

  Business Applications Manager

  Manage all UK Audit applications testing and deployment to UAT and production environments. This includes the project control activities of planning, scheduling, executing, monitoring and initiating any required corrective action if the project deviates from the plan.Manage technology enabled changes across a number of environments.Conduct regular meetings with stakeholders to review work and progress. Proactively raise issues to required support, business teams and group leads whilst putting forward solutions to achieve a positive outcome. Utilizing my business and IT knowledge to establishes and maintains business networks from internal, third parties and development teams.Creation and ongoing review of test scripts, which are used in an automated and manual test environment.Utilizing new technologies to support the business, managing the application life cycle.Plan and execute efficient UAT of all Audit applications to ensure test results can be evaluated for a correct go or no go decision. Leading defect tracking meetings with IT Services and third party vendors. Clarifying expectations, monitoring results and challenging when required.Hosting workshops for both business and IT technical support teams, who require awareness of application architecture focusing on the business layer. Ongoing review of application deliverables with IT services and business stakeholders to ensure the quality of applications deployed are in accordance with project timelines and budgets.Performance manage technical and business resources allocated to the Business Application team. This includes goal setting, one to one coaching and year end reviews Show less