Roberto Carrieri

-Establish a trusted advisory relationship with partner stakeholders so that all of Red Hat's activities are closely aligned with the partner's business strategy. - Develop success plans for partners that include relevant key performance indicators (KPIs), potential issues, and recommendations. - On-board strategic partners to ensure that their transition from sales, consulting, and engineering to technical support and production is seamless. - Manage critical partner support escalations.

- Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner - Perform technical project/problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring appropriate resources are engaged when needed - be the local point to receive and address process improvement recommendations and questions and train associates on new or revised processes

Facilitate or lead client meetings to ensure subK team is prepared materials presented are of high quality - Interface with program team leads to collaborate on opportunities for automation, process, improvement, and corrective actions where needed - Take ownership of problems and manage them to resolution. Keep IBM and client management informed - Upon request, able to serve as focal point for notifications and escalations to client and/or IBM management.

Centralized Technical Support (CTS) is 2nd level support for the end customer desktops and it includes breakfix/solving problems on general BCE platform like Lotus Notes, Printers, Virtual Private Network. Monitoring problem management system for ticket progress, track and handle CTS problem management queue, perform problem diagnosis by dialogue with end-user, performing software issues / Fix activities, perform remote control on user PC to solve problem, etc.