ALESSANDRO NALIN

Service Manager2019 >> Present

NIXU, The Netherlands

Service owner, responsible for End-To-End life-cycle of IT Services, availability and performance within BU Shared Services at Nixu Corporation.

My main responsibilities include:

– End to end life-cycle of an IT Service.
– Maintaining the demand and development roadmap; ensuring the backlog is prioritised with stakeholders.
– On-time delivery and time to market.
– Service Delivery, coordination of change and deployment activities with business.
– IT Solution roadmap.
– Dependency mapping with other services and projects.
– Supplier Governance setup, up to date contracts and SLAs.
– Corrective actions and service improvements plan.
– Updated financials: hardware, software, support, license, consulting.
– Baseline documentation ownership.
– Hiring Management.

Operations Manager2018 >> 2019

NIXU, The Netherlands

As Operations Manager for Nixu Dedicated Support, I am responsible to ensure that Support services outcomes are in harmony with NIXU corporation’ strategic goals, by focusing on the entire Business Unit and corporate Service Desk process structure from beginning to end, coordinating the Team Lead(s) and assisting the organisation to meet its business objectives and goals.

My main responsibilities:

– Managing 24x7x365 operations within Nixu’s Dedicated Support Business Unit.
– Acting as line manager to mentor and coach team leads and subject matter experts regarding business operating processes for both Service Desk and Technical Support teams.
– Evaluating, designing, measuring, monitoring and providing feedback on business processes.
– Managing process change within the Security Support teams and the other business owners within Nixu.
– Ensuring that all process phases regarding L1/2/3 level of Support services within the company tiers’ projects are properly coordinated, monitored, logged, tracked and resolved appropriately. This includes establishing, developing and maintaining service processes and procedures about new project on-boardings.
– Identify, document and implement support internal processes’ best practices.
– Identify new ways to optimize support business processes by automating or eliminating tasks currently consuming the bandwidth of team members.
– Establishing and maintaining Support QA/QC process frameworks, managing execution CAPA plans to completion.
– Hiring management and recruitment coordination tasks.
– Business planning, financial estimates, service measurement & reporting.

IAM & IAG Senior Solution Support Engineer / Coordinator2013 >> 2018

ESSC B.V., The Netherlands

Mainly involved on Identity & Access Management (IAM) and Identity & Access Governance (IAG) solutions; strongly focused on technologies and products from worldwide leading vendors: SailPoint, SUN/Oracle, ForgeRock, RSA and many others.

My responsibilities include:
– Project coordination: customer onsite intake meetings, incident managing, reporting and strategic planning.
– Documentation managing: responsible for defining metrics, creating and maintaining documentation for multiple projects, including creation of procedures for customers intake, operational support practices, making up of technical and procedural video tutorials, FAQ pages, presentations and step-by-step support documents targeted for first/second line support teams.
– Second and Third line world class product and solution support from a technical and operational perspective, for SailPoint IdentityIQ, SUN OpenSSO, ForgeRock OpenAM, OpenIdM, OpenDJ, and RSA IAM suite.
– End to end support of services solutions, in terms of Service Support.
– Problem Management for high severity issues.
– Digital marketing coordinator: marketing campaigns technical coordinator, company website web editor/co-administrator and Network Operations Centre system administrator.
– Linguistic QA reviewer and technical translator.

Project CoordinatorMay 2012 >> March 2013

Connect Global s.r.l., Latina, Italy

Projects Coordinator at Connect Global – Translation and localization services, Latina.

Solution Support Engineer2009 >> 2011

Everett, Rome – Milan, Italy

. First and second line international support for IT products from leading vendors (Oracle, Novell).

Technical TranslatorJuly >> November 2009

Fußnerforwork / Nintendo Of Europe, Großhostheim, Germany

Translations of video games and hardware manuals, walkthrough and consumer service support game guides (GameCube, DS, Wii, VC) from English into Italian.

BA Degree in Linguistics and cross-cultural communication (English, Portuguese)2004 >> 2008

Sapienza University of Rome

Linguistics and translation techniques applied to Information Technologies. Degree thesis entitled “International advertising: the function of the copywriter in the international communication agencies”, under the supervision of Prof. Simone Celani.

Anne Arundel Community College2003 >> 2004

English, marketing and advertisement courses.

IPSSCT L. Einaudi, Latina2001 >> 2003

High School Specialization Course in Marketing and Communications (Final mark: 30/30). Main subjects: Marketing – Labour Law – Communications strategies – Advertising strategies – Information Technology – Business economics (Total course length: 600 hours).

IPSSCT L. Einaudi, Latina1998 >> 2003

Administrative Specialist, High School Diploma – Administrative Specialist, 100/100.

Sapienza University of Rome – Dip. Di Studi Romanzi2007 >> 2008

Making up of a didactic DVD about the Portuguese language history under the supervision of Prof. Sonia Netto Salomão.

Sapienza University of Rome – Dip. Di Studi Romanzi2007 >> 2008

Making up of a didactic DVD about the Portuguese phonetic evolution under the supervision of Prof. Sonia Netto Salomão.

IT-Related Courses1998 >> 2015

• SailPoint Implementer Training, Munich – Germany (32 hours)
• OpenAM Deployment course, London – UK (32 hours)
• OpenIDM 3.1 Deployment course, Online @ FR University (32 hours)
• RSA Access Manager Installation and Configuration course, Utrecht (NL) (16 hours)
• RSA Access Manager Administration course, Utrecht (NL) (16 hours)
• RSA Certificate Manager Administration, Installation and Configuration (32 hours)
• RSA Data Protection Manager Administration, Installation and Configuration course, Utrecht (NL) (32 hours)
• Advanced UNIX / LINUX training. (1 year)
• SUN training – SUN Access & Identity Manager | Oracle Glassfish Web Spaces Server | Sun Java Portal Server | Sun Java Directory Server, Rome (Italy) (1 year)
• Basic Java training, Rome (Italy) (1 year)

CAT tools trainings2012 >> 2013

Wordfast | SDL Trados 2007-2009 | SDL Trados Studio 2011 | SDL Passolo Translator 2009-2011 | SDLX | Microsoft Localization Studio, Helium and Leaf | Idiom WorldServer.

Other trainings2015 >> 2016

Professional Diploma in Digital Marketing v5.0 Course & Exam Certification.

ItalianNative

English1990 >> 2009

Reading skills: Excellent  |  Writing skills: Excellent  |  Verbal skills: Excellent

Portuguese2004 >> 2008

Reading skills: Fluent  |  Writing skills: Fluent  |  Verbal skills: Fluent

German2008 >> 2015

Reading skills: Intermediate  |  Writing skills: Intermediate  |  Verbal skills: Intermediate

Various Courses – Goethe Zertifikat B1, 2013 – German “Business Deutsch” course, 2015. (40 hours)

Spanish1999 >> 2000

Reading skills: Good  |  Writing skills: Basic  |  Verbal skills: Basic

Dutch2014 >> 2016

Reading skills: Intermediate | Writing skills: Intermediate | Verbal skills: Intermediate

B1 Certificate, 2017