Supervised and led service team activities; coordinated SLA creation and adherence; monitored issues and customer complaints; developed problem management and service improvement plans; represented interests of users, business, customers, support and technicians in service definition and evolution; maintained customer relationships.

Software Developer at NTT DATA

December 1, 2022 - December 1, 2022

Backend development for provisioning, rating and billing in automotive systems; team management and ticket handling in line with SLAs; technologies include BigData, Navision, PL/SQL, Bash, KSH, SQL Server, PowerShell; bug analysis; release installation in pre-prod/production on Unix (Tomcat, JBoss, WebLogic) and Windows Server; script development in PL/SQL, Bash, KSH; database work on Oracle DB and SQL Server; REST/SOAP Web APIs in .NET; Windows service development; .NET Framework/.NET Core 5, Razor Pages, JavaScript, HTML, CSS; Postman/Swagger; ServiceNow; Scrum.

Software Developer at ShipNetwork

November 1, 2024 - November 1, 2024

Full Stack development for USA operations; Oracle DB/SQL Server data work; REST/SOAP Web APIs in .NET; Windows service integration; technologies include .NET Framework, .NET 7, Razor Pages, JavaScript, HTML, CSS; Postman, Swagger; SQL Server, Oracle DB; ServiceNow; Jira; GitHub; Azure DevOps; VueJS; rate limiting; Scrum.

IT Consultant / Service Manager at Everis Italia Spa

October 1, 2020 - October 1, 2020

Application Support (L2/L3) and Service Manager for Fastweb; managed Billing Prepaid, Mediation, Dealer Station, Payment Gateway, MCF (FIFO engine); ITIL-based processes (Incident, Problem, Change, Deploy, Event Rating) and system integrations; financial reporting, revenue accruals; SEPA/SEDA XML verifications; customer meetings; Unix scripting; Oracle SQL, PL-SQL.

Costumer Care Inbound at H3G Spa

June 30, 2014 - June 30, 2014

Provided customer support via telephone using H3G platforms; handled complaints via mail, phone, and offline channels.

Costumer Care Outbound at Fiber Shpk

December 31, 2012 - December 31, 2012

Outbound customer service; contacted customers to follow up on service issues or to notify about new products or policy changes.

Teaching

December 31, 2012 - December 31, 2012

Teaching Mathematics, Physics and Informatics to high school and university students.