Collaboration and Automation Engineer with 12 years of experience delivering enterprise collaboration solutions and automating processes across middle/large-scale infrastructures.
Specialized in Collaboration infrastructures, while also supporting selected Network initiatives within the Technical Services delivery team.
Designed and implemented customer infrastructure upgrades, deployments and technology evolution projects.
Automated migration activities, configuration exports, log collection and operational procedures by developing Python scripts.
Built custom web interfaces and extensions for customer-specific requirements, deployed on internal servers and Kubernetes clusters running on AWS.
Created As-Built and Low-Level Design documentation for delivered solutions.
Technical Services Engineer
Expanded from operational support into the delivery of customer infrastructure upgrades, deployments and evolution initiatives.
Developed hands-on expertise in Collaboration technologies, while contributing to selected Network projects.
Performed onsite implementation and support activities at customer locations across Italy, Europe and America.
Produced As-Built and Low-Level Design documentation for implemented solutions.
Service Desk Engineer
Provided first-level support for customer infrastructures covered by Managed Services contracts.
Supported small, medium and large business environments across multiple technologies, with a primary focus on Cisco network and wireless devices and Juniper firewalls.
Monitored infrastructure health using SolarWinds Orion and WhatsUp Gold, while tracking activities through ITSM and customer ticketing platforms such as Altiris.
Resolved incidents in accordance with Service Level Agreements within a 24/7 shift-based environment.
Projects
Manufacturing - Collaboration Consultancy
Provided 360° consultancy in the Collaboration area, covering design, development and implementation of new solutions.
Worked on on-premises to cloud migrations and replacement of legacy infrastructures.
Developed Python scripts to automate processes and custom web pages to automate user tasks.
Worked on a major upgrade of the entire Collaboration infrastructure for an Oil & Gas company, involving 4 Cisco Unified Communications Manager clusters and more than 40,000 devices worldwide.
Redesigned the voice infrastructure for a company operating vessels and offshore facilities worldwide.
Designed the new solution, tested it in the lab and migrated the offshore facilities connecting to the main site through Oracle SBCs over satellite connections.
Replaced Cisco Voice Gateways with centralized Oracle SBCs, connecting users and the Contact Center to the PSTN through three different providers.
Integrated different IVRs and external voice services in America and connected services to Microsoft Teams through Direct Routing and to other external providers.
Worked on the migration of users from Cisco Unified Communications Manager directly to Webex across 12 countries.
Integrated three different on-premises CUCM clusters serving 5 sites with Webex, allowing users to call each other independently of where they were registered.
Supported the migration of the Contact Center from on-premises infrastructure to Genesys Cloud.