Marco Di Lorenzo

Lead the strategic direction for the Global Helpdesk team, ensuring the delivery of efficient and high-quality IT support across all locations.
Collaborate closely with HR to manage the IT aspects of the employee lifecycle, from onboarding to offboarding, ensuring seamless transitions.

Work with Finance and Procurement to streamline the procurement, deployment, and management of hardware and software, focusing on cost and efficiency optimization.
Partner with the SaaS team to oversee access and support for cloud systems, including Google Workspace and Jira.

Develop and implement policies to improve IT support processes, aiming to enhance user experience and productivity.

• Coordinated team efforts for successful project completion within deadlines.

• Handled sensitive customer data responsibly, adhering strictly to all company policies regarding data privacy and protection.
• Managed complex technical issues by providing effective troubleshooting and problem-solving solutions.

• Main point of contact for the London Financial branch for the daily IT infrastructure (Network, Hardware, Software, Audio/Video communications, Telepresence Systems)
• Managing the Active Directory Services, Mail server Exchange, configuration of SharePoint, DFS, share folders, mobile VM App and the local Cisco routers and switches
• Liaising with vendors, analysing and resolving the Third Party Software issues (Treasury Management Systems, Reuters, Bloomberg) in order to improve efficiencies and reduce daily activities
• Information gathering and implementation of guidelines to enable users to self-service their JavaScript, Macros and Web Applet troubleshooting, and therefore optimise customer experience
• Supporting call conference and telepresence sessions with CISCO amongst others brands
• On own initiative organised a disaster recovery plan, to prevent any kind of weakness in security and IT environments

• Main responsibility of running the whole IT structure (Network, Hardware, Software and Radio Communications) for the main office based in Florence and the other ten branches
• Managing a team of 6 technicians as part of Alarm System Team (Installations, Repairs)
• Virtualization and storage service on VMWARE and ESX platform for various servers and client services
• Ensuring Switches, Routers, Firewall, Web Servers, Mail Servers, Samba Servers in different OS ambient (Cisco, Unix, Linux, Windows, Apple) were accurate and timely
• Documenting and setting the procedures for the Disaster Recovery Plan for the whole IT infrastructure
• My greatest achievement was improved cooperation among 3 teams (technical, sales and customer care support) by restructuring the internal procedures and using a proper intranet forum for sharing information among the users
• Analysing and testing new products, OS and applications (NAS storage, Cloud computing, Linux distributions, FreeBSD system, Web Proxy and Open source applications) for improvement in daily activities, archiving and restoring procedures

• Installation and configuration of Alarm System and TVCC circuits
• Repairing motherboard, electronic components, TVCC and radio devices
• Maintenance of the company Radio Communications infrastructure
• IT help desk (First Support on hosts Client, Printers Office, Network devices and Servers)