Sebastian Guazzini

• Responsible for IT second-level support
• Leadership and development of employees in Circle Employee Solution Detectives (12 people)
• Interface to other local and global specialist groups and external service providers to develop solutions for structural problems
• Improvement of existing and development of new local and global processes with aim of improving user experience and generating added value for business.
• Representation of support team (Supercircle) to represent needs of customers (here employees) in various IT projects

Projects:

Onboarding Process improvement

• E2E Review for Technical Onboarding in order to improve new employees experience

Cloud Managed Workplace

• Development and implementation of support process during rollout phase
• Documentation for all possible support cases

One Identity - User Access Portal

• Coordination for all needs of Tribe Enjoy Sour Workplace and interface to IAM team
• Definition of support processes

Service Design

• Participation in definition of service provider
• Project preparation (team definition, information to stakeholders, compliance, governance and data protection measures)

• Establishing relationship with workplace provider on operational, tactical and strategical level
• Internal Single Point of Contact for workplace outsourced services
• Monitoring risks
• Maintaining operational documentation (DR Plans, audit reports, continuity plans etc.)
• Accomplishing legal requirements and internal policies
• Reviewing performance results of provider and reconciling with agreed SLAs
• Documenting ITIL processes (Interfaces between provider and internal processes)

Projects

SWING

• Support SWING migration
• Implementation of service request fulfillment, change management and problem management processes for SWING services

MS365

• Documentation for technical implementation (E.G: External Connection Document)
• Support MS Teams and Exchange Online migration

Projects:

08/2017 – 09/2019: International Bank - SAP BASIS Service Operations Specialist

Responsibilities:

• Plan definition and follow Up
• Management Reporting
• Single Point of Contact (SPoC) for Stakeholders
• Change Management
• Service Transition

02/2017 – 7/2017: Internal Project - Business Process Digitalization

Responsibilities:

• Service Description
• Value Preposition
• Process Model

• Studying German and participating in professional development courses in an international environment.

• Managing a team of 70 people (Managers, Team Leaders and Analyst)
• Planning and monitoring significant resources for operation (Economic budget of U$S 120MM, catalogue of 500 materials and 200 contracts with 90 providers)
• Developing, following and analyzing performance indicators
• Detecting opportunities - defining, implementing and following actions plans
• Implementing new process
• Assuring effective technical training plan
• Coordinating presentations and meetings

Accomplished changes and succeeded:

• 42% reduction in Average Time Resolution for Ultra-Broadband Customers
• 20% reduction in failure rate for VDSL customers
• 3% enhanced KPIs indicators for Mobile Network

• Managing a Team of 20 people (Supervisors and Analysts)
• Designing and governing technical processes
• Leading projects for new systems with budget of U$S 3MM
• Administrating and planning BSS/OSS Systems

Accomplished changes and succeeded:

• Completed definition, development and implementation of “In House” solutions for Workforce Management and Trouble Ticket Management Systems (WFM, TTM)
• Implemented processes to solve customer tickets more effectively due to central or network events

• Supervising a team of 6 Analyst
• Preparing Analysis reports and presentations for all Regional Managers
• Administering physical and economical resources

Accomplished changes and succeeded:

• 30% failure rate reduction by applying TPM (Total Productive Maintenance)
• 21% improvement for availability of electric testing system
• Assisted in the development of economic incentive for all field technicians

• Supervising a team of 10 Analyst (average)
• Centralizing workforce coordination for Fields Technicians
• Analyzing Quality of Service indicators

• Identified and resolved problems through root cause analysis and research.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.