Track record
Ten years inside the service desk, from the front line to running it — the point isn't a job title, it's that every layer of this work has gone through my own hands first.
Front-line support on the Vittoria Assicurazioni account, SQL database work and stored procedures, plus special projects including POS device testing for a banking client and support for a 2,000+ agent network rollout.
Ran SLA governance for a life-insurance policy support group, was the escalation point for major and critical issues, and redesigned the work model for individual operators — the first version of what later became the case studies below.
Governance and reporting across the same client account, scaling new extraction and reporting methods, running continuous-improvement initiatives, and managing a team of 30+ operators across rotating weekly shifts.
Certifications: ITIL4 Foundation (2024), Oracle SQL Developer (2023), Advanced Excel (2024). English B2.
Education: Politecnico di Torino, Architecture Sciences (2009–2013).
Services
Reporting, KPI tracking and escalation logic — built around how the work actually runs, not the documented version of it.
Power Automate, Power BI, Power Query, and SharePoint/Teams-based workflows, built to be maintained by your own team.
Where an AI agent genuinely helps — classifying ticket reopening reasons from free text, for example — and, just as importantly, where it doesn't.
Retainer or fixed-scope projects, not a full-time hire — brought in for the improvement, not the headcount.
Case studies
Manual extraction, manual formatting, chat pings to team leads, manual copy-paste into client files — no operator visibility into their own performance.
Automated extraction and formatting with dropdown-validated fields, single-thread tagged notifications, and a Power BI dashboard with client-friendly labels that refreshes on its own. Team leads keep the one judgment call that matters — the reopening motivation — everything else runs itself.
Cut manual reporting from a daily task to zero, with better visibility for both the client and the operators.
Individual Excel files per operator, merged by hand — formatting errors and copy-paste mistakes included.
A shared, real-time Teams list with scheduled Power Automate aggregation by business line, and an automatic email straight to the client.
The same qualitative shift — a daily manual task replaced by something that just runs, with the errors that came from doing it by hand gone along with it.
Get in touch
One short message is enough — what the process is, and where it's currently eating time by hand.
Prefer email?
hello@uvioconsulting.com
Placeholder address — swap in the real one before this goes live.