alessandra massimi

Lead end-to-end delivery of programs and projects to meet customer needs while coordinating activities across projects, suppliers, and service teams. Examine the product life cycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. Assess processes and practices for continual service improvement.  Navigate effective communication between the departments while building professional relationships with teams and stakeholders. Deliver excellent customer service and maintain the highest standards of the working environment.

• Ensured effective transition into service operation; replaced redundant software/apps with the new ones. 
• Successfully managed whole acquisition process developing policy and documenting processes to implement further acquisitions; delivered support to the employees in their integration process into the next set.
• Resolved BAU issues and manage new issues related to HR systems and Tech accesses within users. 
• Collaborated with the Service Desk Team to meet the SLAs; updated the "Lesson Learnt" documentation. 

Developed reports and dashboard with relevant KPIs such as number of tickets raised, number of tickets closed and solved, and tickets in pending status); enhanced the efficiency of the engineers and the service of the service provided by implementing solutions while sharing the reports with the main managers and teams

Diploma in Business Consultancy, Battisti Institute Rome, Italy
Journalism and Technique Audio-Visual Post Diploma Specialism, Rome 
English for Foreigners ESOL (Levels 1-3), South Thames College, Wandsworth
Human Resources Management Course, City University London
Diploma in Childcare and Young People Workplace