GENERAL INFORMATION

I have always been interested in working in an international environment thus my choice to study languages at school and during several summer courses in France and England.

I start working at the age of 20. During about 10 years I have been working in tourism business field where I have learnt to interact with very large community of customers, to work under pressure, to have good self-organizational skills together with the capacity to be part of a team and interacting with it.

Then I joined ESRIN and I worked in the on-site travel office during 2 years before to become a SERCO company staff member. As such, I spent 11 years at ESRIN acting as Team leader in ESA Corporate application support helpdesk. This experience gave me a very good knowledge of the ESA working environment further than a good knowledge of informatics, office automation and corporate applications and has deepen my capacity to work in Team and to balance priorities together with the improvement of my creativity and proactivity in the working environment.

More than 3 years ago I have joined the VEGA team as Configuration Controller. In this   working experience I can fully exploit experience and skills gained in my previous jobs, to work autonomously although part of a Team, with organization skills and following rules and procedures to master the whole Vega documentation management process.

In addition, this work experience allows me to complete my skills by giving me the opportunity to work in a real ESA Project context.

PROFESSIONAL EXPERIENCE

Configuration Controller in the Directorate of Launchers, VEGA and VERTA Programme

Inside VEGA Integrated Project Team, I belong to the Vega Launch System Interface Engineering & Configuration Management office and I report to the office manager.

Present duties include:  

§Management of the Vega configuration: following the entire process of the Request of Changes with respect to the Documentation Contractual baseline.

§Organization of Programme Change Review Boards, Preparation of Agenda, MoM and provision of documents;

• Preparation, storage and classification of documents
• Generation of standard and ad hoc reports and statistics
• Set up of ESA internal and industrial Documents Reviews with training to participants.
• Administration of VEGA file servers
• Administration of VEGA Document Management System - DMS, Actions Item - MAIS, Review of Items Discrepancies
• Dealing as Interface between the Project and the Informatics Systems service providers.

Such duties require the following qualifications and skills:

• Very good knowledge of English and French
• Very good capacity of working in team and ability to interface with staff at any level with a deep sense of discretion.
• Very good knowledge of Rules and Procedures.
• Very good organization skills, strong capacity to work under pressure and to prioritize work with respect to the objective.
• Clear view of ESA organization and working environment
• Good knowledge of office automation tools and ESA Corporate applications

Permanent Position as Team Leader c/o ESA ESRIN Corporate Applications Helpdesk

Main tasks were relevant to supervision of the Helpdesk staff appointed to the management of final user‘s service requests and queries. This task encompasses supervision, workload organization and prioritization, training and support to the helpdesk staff having as main goal service efficiency, customer satisfaction and compliance with Contractual SLAs.

Duties:

• Responsible for the delivery of services to Corporate Applications users in respect of SERCO contractual SLAs
• Staff Supervision
• Reporting and Statistics
• Follow up of Applications Change Management process
• Creation, maintenance and publication of Procedures
• Training to ESA internal and external users
• Insurance of the service and staff adherence to the ESA’s and SERCO’s security and confidentiality policies.

Co-running of on-site office for ESA Staff travel arrangements and large scale meetings.

In this post I reported to ESRIN Administration Department, interfacing with ESA’s secretaries and Staff for the management and supply of airlines, taxis and hotels services.

Duties:

• ESA staff missions
• Incoming arrangements for visitors to ESA
• Organization of meeting, conferences and special events held in ESRIN
• End of month accountancy and Statistics

Technical Manager.

Responding to the General Manager, responsible for:

• Supervision of daily work,
• Work scheduling,
• Interviews for personnel recruitment,
• Customer assistance,
• Monthly reports and statistics.

Responsible for IATA (International Association for Ticketing Arrangements) and air ticketing section.

Management of contract with Airline Companies, end-of-month accountancy (BSP), creation and updating of internal air tickets manuals.

Congress & Meetings

Organization of Congress, meetings, incentive tours and special events; translation and hostess services organization and management.

Responsible of charters and airline flights (passenger lists, flight reconfirmations, transfers to and from airport); customer assistance.

STUDIES AND EDUCATION

Technical Institute for Tourism,C. Colombo - Rome, Italy

• Diplomaof Secondary School June 1983.

School for Interpreter and Translator-Rome, Italy

• 1983-1984 English and French languages

Regione Lazio-Rome, Italy

§Enrolled with the official regional register for Technical Managers of Travel Offices & Tour Operators (1990-1991)

TRAINING COURSES and QUALIFICATIONS

• Project Management – Fata Informatica  - February 2007
• ITIL – for Technicians  Frascati July 2006
• Team leadership – ISDA Frascati 2005
• Time Management - ISDA  Frascati 2003
• Management with objectives - ISDA  Frascati 2003
• Customer satisfaction - ISDA  Frascati 2003
• Networking Essential (Frascati 2002)
• Certified ISO 9002 with Serco Spa with the responsibility of the preparation of the certification documentation for all ESA Corporate Application Area (Frascati 2002)
• French course advanced (Frascati 2000/2001)
• Windows NT administrator (Frascati 2000)
• Customer care (Frascati 1999)
• Corse of working in Team (Frascati 1998)
• Certified ISO 9002 with Serco srl with active role in the preparation of the certification documentation (Frascati 1997)
• MS Office Courses (word, excel and access) base & advanced levels (Frascati 1998)
• Several courses on all ESA Corporate Applications (DODIS, IDS, EMITS, ESALEX, COSY, AWARDS, IRMA, ROCADE, EFIS, Business Object, DMS instances, TOS DMS, AMS, SYSTRI 2, IPMS systems, WAS, CIFM HRMS)
• Course for automatic airline reservation systems: Sigma/Galileo (Rome 1991)
• Alitalia Training course for passenger tariffs and ticketing levels 1 and 2 (Rome 1988/89)
• Tourist guide qualification (Milan 1986)

LANGUAGES

Italian: mother tongue

English: Fluent

French: Good

Portuguese: Good

Spanish: Fair

COMPUTER SKILLS

• Advanced knowledge in Office Automation Microsoft tools: Word, Excel, Access, PowerPoint, Adobe Acrobat Professional 9.0, Windows 98, 2000, XP, Web Browsers (Internet Explorer and Netscape Navigator), Lotus Notes.
• ARS (Action Remedy System)
• ESA Packages: SAP; Lotus Notes/Domino 6.5; MAS (Mission Authorisation System); EFIS; deep technical and functional knowledge on all ESA Corporate Applications.
• Profs (IBM professional Office System)
• Sabre
• Sigma-Galileo
• SAP
• DMS (Document Management System)
• MAIS (Actions Item System)
• RID (Review of Items Discrepancies)

OTHER INTERESTS

• Sport, particularly jogging, trekking and mountain bike
• Restoration works on old pieces of furniture
• Gardening
• Cooking