Silvia Carbogno

I support the person in difficult situations promoting change, stimulating creativity and providing tools for self-support. I work in context of difficulties of everyday life, not of illness, disease or pathologies. My languages are: English and Italian. I also collaborate with ArKa Associazione (www.arkaassociazione.it) Within the association I'm member of the Steering Committee, Tutor and co-cunductor of the didactic supervision of the Master in Counselling.

Mapping end to end User Journeys for business processes Identifying and documenting interim processes, liaising with Product Owners, Business Experts, Developers and Testers Coordinating Business Analyst and Tester teams for requirements and test case delivery Documenting project status reporting Delivering initial induction trainings and demos Supporting the training of application key users Contributing to the training content

Managing the IT Application Support Department for the B2B Hotel booking system for individual travellers Managing application tests Setting up of a virtual IT Application Support department, distributed between Switzerland and USA Coordinate and coach a team of Application Support Analysts in charge of handling of internal and external clients entries

Managing a project for application changes following company acquisition

Managing projects for the implementation, upgrade and maintenance of all Customer Service local and global applications Managing the running, the configuration and the maintenance of the ACD (Automated Call Distribution) for the management of strategies of call routing, to guarantee a high grade of service Business planning, aggregating and analysing data, KPI reporting, forecasting and budgeting Analysing and implementing optimisations to the daily business processes and procedures

Managing projects for the implementation, upgrade and maintenance of all Customer Service local and global applications Managing the running, the configuration and the maintenance of the ACD (Automated Call Distribution) for the management of strategies of call routing, to guarantee a high grade of service Delivering user training to large groups in English and German

Managing projects for implementation of Customer Service local and global applications Managing and coaching the department team and external resources

Gathering and definition of business requirements, project planning nd managing, test managing Coordinating and coaching external and internal project teams

Team member for the centralisation of all EU countries local servers to the Data Centre in London. Work location: Madrid, Paris and Athens Definition of server migration acceptance criteria Project documentation, status reporting, plan creation and update

Providing advanced support to internal users, problem solving, software maintenance Supporting 24/7 software emergencies for key customers Documenting user manuales Analysing and handling application change requests

Providing first-level support to internal and external users

Thesis title: "Counseling and free climbing - similarity and integration"

Thesis title: "Counseling and free climbing - similarity and integration"

English, German, French