Susana D' Elia Lago

To supervise the work & activities of 30 individuals to achieve agreed performance targets. Assist in resolving employees' issues & concerns, providing feedback, coaching & correction when needed. Involve in my team activities, attending & leading business conferences to improve service delivery & customer satisfaction. Support & communicate company policies and procedures to include adherence. Also interviews and selects possible-future employees including facility management & centre financial needs.

To develop and manage the delivery of IT Services to important global client. To coordinate requests and incidents involving different delivery teams and service providers. This includes working with requestors to define, prioritize, assign, monitor, progress and accomplish the resolution of requests within the agreed SLAs. To manage the complete lifecycle of a specific service or group of services within the IT Service Catalogue. To order and allocate goods.

To co-ordinate Field Services and Remote Engineering in different sites of Europe. Prioritizing, assigning, monitoring progress to accomplish the resolution of requests and incidents to ensure SLAs are met. To report on work progress as required to management and/or client on a regular basis. Utilizing tools and databases to monitor the tickets according to the service levels; created reports information and metrics and managed stock levels via AMI.

To provide technical support to Italian, Spanish and English customers including product information, problem solving for dealers and quotations for customer engineering solutions, toner orders, Warranty extensions, replacing IT equipment. Processing of Distributor invoices.

Part-time teacher of Spanish and Italian as second languages. I have also ran classes at different companies such as: GKN, PEGASUS and Mc MURDO

Adult education - Spanish and Italian as second language. Teaching ABC Syllabus. Prepare monthly teaching plans, including audio tapes and conduct lessons on the four main skills: speaking, listening, reading and writing Spanish and Italian. Set examinations and record results for the ABC Practical Exercises.

English language, culture, histoy etc