Michele Giuseppe Depalma

Customer : Aria S.p.A / Lombardy Region
Project : Support in the management and control of IT Service Management processes
Sector : Public Administration

Main activities :
Change Management:
- creation of Change Request (Major Change/Minor Change/Change emergency) in ServiceNow.
- preparation of the request, with the involvement of all structures involved.
- evaluation of the impacts on the existing environment and possible criticalities for its improvement.
- approval and planning of the different tasks of the request.
- management of the planning and coordination of the activities in compliance with the schedule.
- control and monitoring of outsourcing.
- ensuring the integrity of the existing technological infrastructure, consistency of the implemented services, congruence with the technology development plan, consistency with security and privacy policies and regulations.
Incident and Problem Management:
- identification of the incident/problem and recording in ServiceNow.
- classification of the incident/problem and initial support (identification of causes, prioritisation).
- incident/problem analysis and diagnosis.
- solution and recovery.
- closure of incident/problem.
- production of incident/problem reports according to SLAs according to classes of service.
SLA Management:
- production, revision and maintenance of the IT Service Catalogue.
- quantification of IT services.
- definition of internal and external service level targets.
- achievement of agreed levels.

Customer : SNAM Rete Gas
Project : Digitisation of TLC cable network assets and infrastructure monitoring
Sector : Energy & Utilities

Main activities :
- collection and analysis of functional requirements for asset classification
fibre optic management and georeferencing.
- User Requirements analysis.
- Market Benchmark assessment.
- Business Case and Economics estimation.
- Project Management activities (drafting of documents such as reports, SAL presentations, architectural drawings).

Technologies used :

- Operating systems: Windows

- Office Suites: Microsoft Office 365 (Microsoft Planner/Microsoft
Teams/SharePoint)
- Software: Service Now
- Data Analysis: Power BI
- Cloud Platform: Amazon Web Services

Customer : Vodafone Italy
Project : Provisioning
Sector : Telco

Main activities :
- Enabling/disabling operations of network services (promotions, tariff plans, multi-objective products).
- Supervision, for the Consumer market, of business simulations and commercial releases.
- Shell Scripting, SQL, PL/SQL for the management, monitoring and resolution of second-level problems.
- Management, identification and analysis of problems reported by internal customers (Incident/SR), using Remedy production software.
- Management and monitoring of production servers (Linux).

Technologies used :
Programming languages: SQL, Bash Scripting
Operating Systems: Windows and Linux
Office Suites: Microsoft Office 365
Data Analysis: Oracle SQL Developer, Microsoft SQL Server
Network: SSH/Telnet client
Software: BMC Remedy & Jira

Customer: Vodafone Italy

Project: Billing & Finance Customer Support

Sector: Telco

Main activities :
- Management of Billing and Finance applications.
- Management and monitoring of billing payment and/or banking application modules.
- Shell Scripting, SQL, PL/SQL for the management, monitoring and resolution of second level problems.
- Management, identification and analysis of problems reported by internal customers (Incident/SR), using Remedy production software.
- Management and monitoring of production servers (Linux).

Technologies used :
Programming languages: SQL, Bash Scripting
Operating Systems: Windows and Linux
Office Suites: Microsoft Office 365
Data Analysis: Oracle SQL Developer, Microsoft SQL Server
Network: SSH/Telnet client
Software: BMC Remedy