Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Training
Accomplishments
References
Affiliations
Timeline
Generic

Felice Amenta

Greensbourgh,VIC

Summary

Senior Service Management Officer with Optus Singtel,Group specializing in incident management and customer relationship management. Demonstrated success in surpassing service level agreements and building robust stakeholder relationships. Skilled in deploying innovative solutions under pressure, ensuring efficient data center operations and effective problem resolution.

Overview

31
31
years of professional experience

Work History

Senior Service Management Officer- Onsite (Burwood)

Optus Singtel group
Burwood
10.2010 - Current
  • Employed as SSMO on the Service Desk working for the IAG account.
  • Environment: Service Now .HP SM7, Servicedesktop2, Cisco, Call Manager Unity, Voicemail, Solarwinds, Unicenter Service Desk. SCOM, Citrix, HP Open View.
  • Achievements: Build and maintain strong relationships with internal stakeholders as well as Customer staff and contractors. Meet and exceed objectives and key performance indicators, including customer contracted Service Levels. Understand Customer business and tailor service interactions in a proactive manner to meet and exceed expectations. Identify and prioritise problems according to business needs and continue to focus on results. Identify and implement solutions that will ensure the resolution of the problem and challenge current solutions. The ability to adapt positively in an ever changing environment.

Senior Data centre /Network Operator

Insurance Australia Group
02.2004 - 10.2010
  • Company Overview: Insurance Australia Group operates some of Australia's leading general insurance brands including NRMA Insurance, CGU, SGIO, SGIC and Swann Insurance and employs around 13,500 people.
  • Employed as a senior operator to set up from a greenfield start the data centre, subsequently promoted to to Network Operator role within Network Services Department with responsibility for managing the services in accordance with the Service Level Agreements.
  • Environment: Cisco, Call Manager Unity, Voicemail, Avaya Solarwinds, Unicenter Service Desk. Scom, Citrix, Teamtrack.
  • Achievements: Received acknowledgments from several IAG internal business departments for the excellent service provided in times of emergency (Victorian bushfires), systems upgrades and department moves. Managed the decommission of networks links with preferred carriers and ensured successful performance in the future. Successfully managed the several re locations of servers and offices across Australia. Attended many different sites at call 24/7 to resolve problems and systems malfunctions. Liaising with many IAG internal customers to resolve issues managing scarce resources in a tight timeframe and under considerable pressure.

Ops Scheduler/Analyst/Shift leader

ExxonMobil Australia
, Australia
02.1995 - 08.2002
  • In 2001 decommissioned Mainframe to Dallas/Houston liaising with US conterparts and also manging the risk of system failure and downtime.
  • Environment: IBM OS/390 MAINFRAME, MVS/ESA, IMS/SAP, CA7, STRATUS, TSO, OMCS, VPS, UNIX, LAN and WAN.
  • Achievements: On call support 24/7 for all batch streams (Sap R2 ) for a period of 12 months while transition occurred. Set up Tape Management database (Excel Application) systems for performing backup duties for Midrange systems such as: UNIX, STRATUS, and LAN. Performed Tape audits onsite and offsite for diaster recovery purposes. Assist LAN team with server moves and builds in various locations by working in accordance with exxonmobil compliancy and standards.

Education

Year 12 -

St. Joseph’s College
North Melbourne
01.1986

Skills

  • Service desk management
  • Incident management
  • Network monitoring
  • Change management
  • Data center operations
  • Customer relationship management

Languages

English - Italian

Hobbies and Interests

Football, Swimming, Music, Squash

Training

  • Advanced technical writing
  • Senior First Aid-Refresher St Johns
  • Fire Warden Training
  • Citrix training
  • IBM JCl Course
  • UNIX Basic Operations
  • UNIX Advanced
  • Introduction to Microsoft Word/Excel
  • 4D Controld Administration
  • AS400 Systems Operator

Accomplishments

Recognized for "We are One Team"

Felice, who works out of the Service Desk, has been assisting the SMO Change Management team for several weeks, covering important leave in the IAG space The IAG account is an important account that has the highest volume of change compared to any other dedicated account that we manage within the team. Having Felice assist us there leveraging his already established relationships on the account have made supporting the functions for this customer much easier for us as a team and Optus to provide seamless change management for this customer. I cannot think of a greater example of our Optus "One Team" value being demonstrated. So a huge thank you to Felice and the Service Desk leadership in assisting us over this period.

Dominique Souto

Great work and collaborative spirit Felice

Louis Nguyen
Senior Project Manager | Optus Enterprise

0432753835

1 Lyonpark Road, Macquarie Park, NSW 2113 Australia

louis.nguyen@optus.com.au

Recognition For: Nominate Amazing Individuals

Approval ID: P2P-1022221

Nominee: Felice Amenta

Details:

Recognition Text: Felice Amenta has gone above and beyond for strategic customer IAG and Optus team! Felice was able to help the team and customer by raising 5x changes that were critical in resolving immediate business impacting requirements. These change requests were at short notice and were raised within the half day! This was on top of everything else Felice had going on while filling in for a senior colleague who was out of the office! Thanks again, Felice, and keep up the good work

References

Dominique Souto
Service Desk Team Leader – FSI Accounts

Optus Enterprise | EB&I Delivery

0423288512

Amol Adrekar

Client Delivery Manager

Peter Kintzoglou
IAG OnSite - Change Manager | Integrated Client Services | IAG Account

Optus Enterprise

Theo Golias

Change Manager –

Service Management Office  | Optus Enterprise

Affiliations

Hi Dominique,

I just wanted to take a moment to express my sincere thanks for the fantastic support you and Felice provided while I was away.

Felice did an outstanding job covering my role with everything handled smoothly, and I appreciated his professionalism, attention to detail and willingness to step in and up.

Also, to yourself for accommodating everything that was required to get Felice trained and ready. I know it was probably a stretch on you and team.

Based on Felice’s feedback to me It is very clear that enjoyed learning and covering change management over the 2 periods I was away and would be great, if possible Felice could continue spending time with me (once or twice a week) keeping his skills up as I’m sure coverage in the future will also be required.

We can discuss this another time but just wanted to provide this feedback, so you were fully aware of my personal appreciation.

Thanks again!

Best regards,

Peter Kintzoglou
IAG OnSite - Change Manager | Integrated Client Services | IAG Account

Optus Enterprise

T: 03 8804-3124 | MDC 23 Lakeside Drive, Burwood East VIC 3151

Timeline

Senior Service Management Officer- Onsite (Burwood)

Optus Singtel group
10.2010 - Current

Senior Data centre /Network Operator

Insurance Australia Group
02.2004 - 10.2010

Ops Scheduler/Analyst/Shift leader

ExxonMobil Australia
02.1995 - 08.2002

Year 12 -

St. Joseph’s College

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Felice Amenta