Claudio Nold
Hook
Summary
Experienced Manager/Director with a demonstrated history of working in the computer software industry. Skilled in Oracle Database, DataWarehousing, Master Data Management, Pre-sales, and Business Intelligence. Strong professional with a Professional Bachelor ODEC focused in Informatics Engineering. Over twenty years of experience in IT, with more than 17 years at Informatica. Associate Director Technical Support, looking after 12 direct reports (6 of those work remotely), responsible for providing high-level support for external and internal customers, three years at Swisscom Mobile in the Data Warehouse (Business Intelligence) developing and implementing solutions for internal customers in Oracle and Informix, publishing network statistics in the intranet and designing Business Objects Universes and reports. Almost four years at Swisscom IT Services supporting internal customers nationwide in German and French in 1st, 2nd and partially 3rd Level Support. Two years as an application engineer at Swisscom Network Services. Development and implementation of new project- and homepages in the intranet.
Overview
34
34
years of professional experience
3
3
Languages
Work History
Associate Director Technical Support
Informatica Software Limited
2023.11 - Current
- Leading the EMEA support team for MDM, PowerCenter, Privitar and CDGC (Cloud Data Governance and Catalogue) products
- Ensuring that the internal team objectives are met (12 direct reports)
- Point of contact for escalations for critical customers and support account manager for strategic customers
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's MDM, PowerCenter and CDGC products.
Senior Technical Support Manager
Informatica Software Limited
2021.10 - 2023.10
- Leading the EMEA support team for MDM and the UK support team for Cloud, EDC and PowerCenter products
- Ensuring that the internal team objectives are met (13 direct reports)
- Point of contact for escalations for critical customers and support account manager for strategic customers
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's MDM, Cloud and PowerCenter products.
Technical Support Manager
Informatica Software Limited
2020.01
- Leading the EMEA support team for MDM and the UK support team for Cloud, EDC and PowerCenter products
- Ensuring that the internal team objectives are met (11 direct reports)
- Point of contact for escalations for critical customers and support account manager for strategic customers
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's MDM, Cloud and PowerCenter products.
MDM EMEA Technical Support Manager
Informatica Software Limited
2019.04 - 2020.01
- Leading the MDM EMEA support team to make sure that internal team objectives are met (4 direct reports)
- Point of contact for escalations for critical customers and support account manager for strategic customers
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's MDM products.
MDM EMEA Team Lead/Associate Manager
Informatica Software Limited
2014.11 - 2019.03
- Leading the MDM EMEA support team to make sure that internal team objectives are met (4 direct reports)
- Point of contact for escalations for critical customers and support account manager for strategic customers
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's MDM products.
MDM Lead Support Engineer
Informatica Software Limited
2011.04 - 2014.10
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's products.
Senior Technical Support Engineer
Informatica Software Limited
2007.08 - 2011.03
- Responsible for providing technical support to Informatica customers, Professional Services team and Pre-Sales Consultants on any issue with Informatica's products.
IT Engineer Telecommunications Solutions
Swisscom Mobile
2004.03 - 2007.07
- Responsible for the dataflow of network data against the database
- Creating, implementing and delivering network statistics and key performance indicators (KPIs) to the management, marketing and technicians at Swisscom Mobile
- Also delivering CDRs (Call Data Records) statistics, MMS statistics and handset references to other departments
- Responsible for the ETL (Extract, Transform and Load) of the data against the database and the aggregation of the raw data (daily, weekly and monthly summaries).
Co-ordinator IT Services
Swisscom IT Services
2000.05 - 2004.02
- Worked in a team of eight responsible for the operation of four internal applications (PC and UNIX)
- Customer support 1st, 2nd and partially 3rd level in German and French
- Responsible for the overall coordination of installations (software upgrades, implementation of new releases)
- Also created manuals and taught internal customers.
Application Engineer
Swisscom Network Services and Wholesale
1998.07 - 2000.04
- Created and implemented static and dynamic Intranet pages (HTML, ASP, SQL Server).
Personal Assistant to the Director
Swisscom Network Services
1997.07 - 1998.06
- Working as a member of the Intranet Project Team
- The work involved support and maintenance of hardware and software for 20 employees in the Department and also teaching Word and Windows.
Team Leader
Swisscom Mobile
1995.12 - 1997.06
- Responsible for two people for 1st and 2nd level support
- Evaluating, testing and implementing new hard- and software and for ordering accounts and inventory of hard- and software.
Team Leader
Swisscom
1992.12 - 1995.11
- Manager of 4 people, investigating customers without television licenses and taking procedures against them
- Chase up people that owed money for television licenses.
Manager
Swisscom
1992.06 - 1992.11
- Manager of the Swisscom Shop in Mels (Switzerland), with four people working in the shop.
Swiss Army Basement Training
Unknown
1992.02 - 1992.05
- Musician and Assistant First Aider.
Team Leader
Swisscom
1991.09 - 1992.01
- Manager of the Swisscom Shop located in a Shopping Centre, in charge of three people.
Worked in the Financial Department
Swisscom
1990.07 - 1991.08
- Worked in the Financial Department, on a year’s industrial placement in the French-speaking part of Switzerland.
Education
Bachelor of Science - Informaticas Engineering
IbW
Chur, Switzerland 2001.04 -
Skills
Customer Support Management
Staff Training
Technical Troubleshooting
Escalation management
Training and mentoring
Customer de-escalation
Customer communications
Staff hiring
Problem-solving abilities
Informatica MDM SaaS products
AWS / Azure Cloud Technologies
Education Summary
- 08/1998 - 06/2001, Institute for Professional Development, Diploma in Information Technology, General Topics: German, English, Economics, Law, Accounting, Working Technique, Leadership, Industrial Psychology, Basic Topics: Mathematics, Physics, Electrical Engineering, IT Topics: Operating Systems (Windows NT, XP), Computer Assembling, Network, Databases (MS Access 97, MS Access 2000), Programming (Visual Basic)
- 08/1987 - 06/1990, KV College, Business Studies
- 08/1984 - 06/1987, Felsberg Secondary School, Switzerland
Titles
- 02/2004, EurEta Registered Engineer (European Higher Engineering and Technical Professionals Association)
- 02/2007, Professional Bachelor ODEC in Engineering (Main Field of Study: Informatics Engineering)
Personal Information
- Nationality: Swiss / UK (dual nationality)
- Driving License: since 1990
- Marital Status: Married
Training
- 10/1995 - 11/1995, Programming with Visual Basic
- 1995 - 1996, Certificate in PC-User Counselling (European informatics conference certificate)
- 03/1997, Windows NT4 Workstation
- 10/1997 - 12/1997, Certificate of Proficiency in English
- 09/2000, ViSio Development Training
- 09/2001, UNIX (Basic)
- 04/2002, SQL & Oracle Professional Introduction
- 12/2002, Oracle SQL- and Access Optimisation
- 05/2004, Business Objects 5.x Basic course
- 05/2004, Business Objects 5.x Build-Up course
- 06/2004, Business Objects 5.x Designer for IT-Specialists
- 12/2004, University of Cambridge Business English Certificate Vantage, Grade B
- 01/2005, Oracle9i PL/SQL and Database Programming
- 12/2005, Certificate in UMTS Optimisation & System engineering (Technology Training)
- 05/2006, Certificate in Evaluating of information technologies (IT Vocational Training Switzerland)
- 06/2006, Certificate in Design & Implementation of IT Organisations (IT Vocational Training Switzerland)
- 10/2006, Certificate in Design & Implementation of IT Quality-Systems (IT Vocational Training Switzerland)
- 04/2007, Programming with Perl
- 05/2007, ITIL Foundation
- 08/2007, Power Center 8 – Level 1 Developer
- 08/2007, Power Center 8 – Administrator 1
- 12/2007, Informatica Data Explorer 5.0
- 06/2008, Informatica Data Quality - Level 1
- 12/2008, Informatica Certified Administrator
- 02/2009, Power Center 8 – Level 2 Developer
- 05/2009, Informatica Certified Developer
- 08/2009, Informatica Certified Consultant
- 08/2009, Data Explorer Specialist
- 01/2010, Data Quality Specialist
- 01/2010, Data Quality Professional
- 05/2012, Informatica MDM Hub Basic Certification
- 12/2012, Informatica MDM Hub Advanced Certification
- 06/2020, Coursera - AWS Fundamentals: Going Cloud-Native
- 06/2020, Coursera - Getting Started with Azure
- 08/2020, Coursera - Fundamentals of Management
- 01/2021, Coursera - AWS Fundamentals: Migrating to the Cloud
- 01/2021, Coursera - AWS Fundamentals: Addressing Security Risk
- 02/2021, Coursera - AWS Fundamentals: Building Serverless Applications
- 02/2022, Coursera - Introduction to Data Analysis Using Excel
Timeline
Associate Director Technical Support
Informatica Software Limited
2023.11 - Current
Senior Technical Support Manager
Informatica Software Limited
2021.10 - 2023.10
Technical Support Manager
Informatica Software Limited
2020.01
MDM EMEA Technical Support Manager
Informatica Software Limited
2019.04 - 2020.01
MDM EMEA Team Lead/Associate Manager
Informatica Software Limited
2014.11 - 2019.03
MDM Lead Support Engineer
Informatica Software Limited
2011.04 - 2014.10
Senior Technical Support Engineer
Informatica Software Limited
2007.08 - 2011.03
IT Engineer Telecommunications Solutions
Swisscom Mobile
2004.03 - 2007.07
Bachelor of Science - Informaticas Engineering
IbW
2001.04 -
Co-ordinator IT Services
Swisscom IT Services
2000.05 - 2004.02
Application Engineer
Swisscom Network Services and Wholesale
1998.07 - 2000.04
Personal Assistant to the Director
Swisscom Network Services
1997.07 - 1998.06
Team Leader
Swisscom Mobile
1995.12 - 1997.06
Team Leader
Swisscom
1992.12 - 1995.11
Manager
Swisscom
1992.06 - 1992.11
Swiss Army Basement Training
Unknown
1992.02 - 1992.05
Team Leader
Swisscom
1991.09 - 1992.01
Worked in the Financial Department
Swisscom
1990.07 - 1991.08