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Riccardo Gargiulo


WA1 2JS, United Kingdom

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About Riccardo Gargiulo

Contact Details:

Email : riccardo.gargiulo29@googlemail.com

Tel     :  07770843230



Delivered mission-critical desktop support to clients, focusing on continuous improvement to enhance service provision. Clearly able to diagnose complex desktop and software issues, providing remedies based on personal experience.

Highly proficient with incident management and Service Desk support, experienced in first, second and third level support, dealing with both internal and external clients based across Europe, and authored global reporting.

Accomplished at disseminating information in written and verbal form. Multi-tasked and prioritised to complete a varied workload; wrote training material and documentation; adeptly communicated technical issues to non-technical personnel.

Leveraged technical acumen to adapt rapidly to new IT products. Quick to learn new skills and embrace new technologies, such as SAP and Microsoft software, plus other applications, tools and protocols.

Completed the project development lifecycle for software and hardware implementations. Obtained specific requirements, customised and delivered a wide range of bespoke software to individuals as well as to the full spectrum of business clients.

Developed robust solutions; provided consultancy and systems design services. Carried out Avaya telecom programming and helpdesk call routing; administered change management processes and co-ordinated changes.



Software: General Desktop updates; SAP modules; Remedy call logging; Citrix systems.

Microsoft: Windows versions and operating systems; MS Office suite inc, Project,

Hardware: Installed/maintained PCs and peripherals

Finance: Credit control & Debt Collection activities.



General: Keeping abreast of new technology within the IT marketplace

Training: Avaya telephone systems support; MS Project; other in-house training

Non-IT: Interpersonal skills; Health & Safety legal needs; Telephone answering; Customer service

Education: Seven GCE ‘O’ Levels including Maths and English

Nationality: British

Languages: Italian – spoken

References: Available upon request

Interests: Reading/Books; Cinema; Music, going to concerts, photography.




2008 – Jan 2010 SLM Reporting Analyst HP [EDS], Home based

Accomplished at service level management (SLM) following outsourcing to EDS, then to Hewlett Packard.

Documented KPIs and SLAs, collated SLA reports and liaised with multiple clients to ensure that SLAs were met for reporting processes.

Processed raw data that was received from diverse systems, employed technical skills to support key accounts worldwide.


2005 – 2008 Reporting Analyst Bristol Myers-Squibb, Chester

Managed the Service Desk's telecoms systems and call routing software for all Service Desk locations globally.

Configured the telecoms system to use globally standard options for callers; amended Avaya system, liaised with the BT service provider.

Created management information (MI) reports using data from the Remedy system; used as input to performance reviews.

Annually seconded for three months to IT department, providing third level support and client visits for desktop applications.

Additionally reported on SLAs and targets, making certain that these were consistently met in a competitive market.

Responsible for generating reports the other regional offices in Japan, USA, and Australia.


2000 – 2005 Senior Service Desk Analyst Bristol Myers-Squibb, Chester

Delivered first, second and some third-line support for SAP system, e-mails and PC issues for clients located around Europe.

Undertook support and programming tasks on the Avaya equipment, fixed issues remotely as well as onsite.

Analysed calls to highlight trends, identified repeat faults that were passed to Analysts to investigate further and resolve.


1998 – 2000 Service Desk Analyst Bristol Myers-Squibb, Chester

Successfully provided first-line technical support for SAP modules for clients based in Italy and the UK.

Completed a two-month secondment to US Service Desk to understand support differences and deliver a seamless service.

Multi-tasked to deliver a quality service to the client portfolio; carried out faultfinding and repair work.


1994 – 1998 Office Operations Manager MBS/Technology plc/ICL

Provided first and second-line desktop support for the department with 40 users, installed software products.

Project managed the upgrade from dumb terminals to PCs, ensuring that all software and hardware attained Y2K compliance.

Ordered furniture and office equipment, dealt with a sales ledger of £60m per month, and oversaw facilities management.


1991 – 1994 Senior Credit Controller MBS/Technology plc/ICL Warrington

Handled a portfolio of blue chip clients including banks and building societies worth £5m per month; negotiated repayments.


1988 – 1991 Credit Controller MBS/Technology plc/ICL Warrington

Responsible for repayment of £2-£3 million per month from portfolio of “blue-chip” financial institutions.


1986 – 1988 Credit Control Assistant MBS/Technology plc/ICL Slough/Warrington

Providing resolutions to client disputes arising from collection activity, thus facilitating payment.


1984 – 1986 Materials Administrator Hattori-Seiko plc Maidenhead

Processing orders for watch spares from vendors and general public.

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