Monica Bolli

Accountable for IT service management governance across incident management, request management and customer satisfaction. Introduced data quality controls and improved reporting across the configuration management database and procurement systems. Led service reviews and aligned stakeholders across Zurich, Geneva and Tbilisi. Acted as primary escalation point for Switzerland and Georgia end user support. Created dashboards to identify operational gaps and reduce service level agreement breaches.

Managed onsite end-user support for Zurich and Geneva and coordinated remote support in Tbilisi. Planned staffing and backfill and resolved escalations. Led hardware asset audits, stock control and disposal. Designed a Swiss ServiceNow dashboard for incident and request volumes, SLA status and trends. Recovered approximately £500,000 by cancelling subscriptions for former employees and bringing unregistered devices into inventory. Documented and improved onboarding and leaver processes.

Managed end-user support operations across a portfolio of 23 client accounts in Switzerland. Led a team of 13 direct reports. Partnered with Procurement on statements of work, body lease agreements, and contract reviews. Held service reviews and owned incident and request escalations. Designed a central portfolio dashboard for daily rates, monthly financials, and headcount across accounts.

Accountable for all IT services for Credit Suisse board members and senior executives across multiple regions. Led around twenty staff via two direct reports. Built trusted relationships with executive stakeholders. Automated event logistics and created a chargeable model for previously non-billable services. During Covid, led support for the first virtual AGM, implemented a change freeze, coordinated cross-regional deployment, and delivered training for a replacement meeting platform.

Standalone relationship role bridging the executive community and the IT organisation. Restored confidence in IT support through structured engagement with executive assistants and business stakeholders. Redesigned the permission approval process with improved notifications and delegation, strengthening trust and collaboration.

Provide 1st and 2nd level of support for MS Office, Win 8, Blackberry 12, RSA tokens, Citrix Xenapp, video conferencing, unified communication, VoIP, WebEx and a range of other applications. Computer and notebook installations, responsible for client images. Support for printers and multifunction printer. Assist with antivirus and spam protection. Responsible for new hires, relocations and end users accounts in Windows AD and MS Exchange and Cisco Unified CM Administration Console.

Provide 1st and 2nd level of support for MS Office, Win 7, Blackberry 10, RSA tokens, Citrix Xenapp, video conferencing, unified communication, VoIP, WebEx and a range of other applications. Computer and notebook installations, responsible for client images. Support for printers and multifunction printer. Assist with antivirus and spam protection. Responsible for new hires, relocations and end users accounts in Windows AD and MS Exchange and Cisco Unified CM Administration Console.

Perform technical support to civil engineers through Help Desk support, including 90% of the biggest engineering offices from Brazil, identifying and diagnosing problems and determining correction's actions. Prepare reference manuals and tested software to ensure the results according to the concrete code from Brazil. Elaborate structural projects for houses and buildings, applying knowledge of engineering, constructions procedures and building codes.

• Logged all support emails/calls into the trouble ticketing system. • Troubleshoot and resolved support incidents or escalated them. • Documentation of Tasks and environment issues. • Prepared guidelines. • On Call support. • Rollout of laptops and Blackberries.

• Logged all support emails/calls into the trouble ticketing system. • Troubleshoot and resolved support incidents or escalated them. • Documentation of Tasks and environment issues. • Prepared guidelines. • On Call support. • Rollout of laptops and Blackberries.