Nicola Guarino
Brussels
Summary
A friendly and approachable IT professional, dedicated to making technology work for everyone. I excel at leading teams, implementing modern IT solutions, and ensuring a positive user experience across global environments. Let's connect and explore how I can help your team!
Overview
20
20
years of professional experience
1
1
Certification
Work History
Global Workplace and User Experience and Service Desk Manager
Carmeuse
Louvain-La-Neuve, Belgium
05.2023 - Current
- Partnered with Network, Infrastructure, and Security departments to execute the IT Company Strategy, prioritizing digitalization, modern workplace solutions, and improved user experience.
- Reported to the Global Information Technology Director, supporting approximately 4,500 users (blue and white collar) across roughly 30 countries and 120 global sites.
- Led the Teams Voice project, implementing phone functionality within Teams for all Carmeuse countries (approximately 20) and sites (around 100).
- Managed the Carmeuse Service Desk (Service Now) while supporting the development of a self-service catalogue and integrations with third-party systems (HR, on-prem, Entra, and other Service Now instances).
- Managed the enrollment of mobile devices, including user-driven, shared devices, kiosks, and meeting rooms.
- Promoted user adoption of AI solutions, including Copilot Agents and Copilot chat.
- Developed the Information Protection solution (Microsoft Purview) for the organization.
- Managed the migration to Windows 11.
- Restructured and reorganized the EMEA Service Desk.
- Implemented training solutions for end users (Althia).
- Currently manage a team of 4 workplace engineers and a team of 15 Service Desk agents, including Field Support Engineers in plants, quarries, and production sites across EMEA.
- Carmeuse – Worldwide
Head of ITCU
EBA CLEARING
Brussels, Belgium
04.2014 - 05.2023
- Directed EBA CLEARING's digital transformation as Head of ITCU, reporting to the CEO, ensuring effective, secure, and cost-efficient IT management.
- Managed a team of 2 technicians and supported 130 users in an EU context, overseeing solutions from approximately 20 suppliers and partners within budget.
- Spearheaded the transition to a cloud-first strategy by implementing Microsoft 365, Azure, next-generation firewall solutions, unified communications, meeting room upgrades, and endpoint standardization.
- Facilitated the adoption of a zero-trust security model, including the deployment of enterprise device management solutions, establishment of a security operations center, and implementation of SIEM and SOC.
- Supported the achievement and renewal of ISO 27001 certification.
Clearing Manager
EBA CLEARING
Paris, France
09.2005 - 04.2014
- Oversaw daily operations for EBA CLEARING services as Clearing Manager, reporting to the Head of Operations, ensuring comprehensive management of projects from specification to testing, acceptance, delivery, and operation.
- Participated in launching initiatives including STEP2 - SEPA Credit Transfer, STEP2 - SEPA Direct Debit, and implementing an ancillary system for settlement in Target 2.
Education
Professional Certificate - Digital Transformation
MIT Professional Education
Boston, MA05.2022
Certificate - ITIL Practitioner
Exin, AXELOS
Brussels, Belgium11.2017
Certificate - ITIL Foundation
Exin, AXELOS
Brussels, Belgium10.2016
PhD - Telecommunications Engineering
Politecnico di Milan
Milan, Italy04.2003
Skills
- Network Technology
- Microsoft Azure Active Directory Azure Information Protection
- SIP trunks
- Azure Logic App
- Mobile Devices Management – Android, iOS, Windows Mobile
- Microsoft Intune
- Microsoft Teams Rooms
- Microsoft Office
- Azure App Service (WebApp)
- Azure Fundamentals
- Cyber Investigations
- Network Interconnection (Cisco, Switch, Router)
- ServiceNow
- Beyond Trust Remote Support
- BeyondTrust Remote Support
- Service Now
- Logitech Video Conferencing Solutions Direct Routing
- Firewall and Networks Segments Protection
- Microsoft Endpoint Manager
- Good knowledge of application layer protocols (HTTP, SMTP, DNS etc)
- IT Troubleshooting
- SPF, DKIM, Whitelisting, Blacklisting, Quarantining
- Incident response
- MS Teams Video Conferencing
- LAN network configuration
- Active Directory
- SPF, DMARC, DKIM
- Cisco Meraki
- Jira Atlassian
- TeamViewer
- Poly Teams devices
- API integrations
Certification
- Management of Technology: Roadmapping & Development MIT Professional Education
- Digital Transformation: Technologies and their Practical Applications MIT Professional Education
- Leadership & Innovation MIT Professional Education
- Cultural Awareness for Global Business MIT Professional Education
- Persuasive Communication: Critical Thinking to Enhance your Message MIT Professional Education
- ITIL Practitioner Exin
LANGUAGES
Italian Native
English Fluent
French Fluent
Spanish Informal/Conversational
Timeline
Global Workplace and User Experience and Service Desk Manager
Carmeuse
05.2023 - Current
Head of ITCU
EBA CLEARING
04.2014 - 05.2023
Clearing Manager
EBA CLEARING
09.2005 - 04.2014
Certificate - ITIL Practitioner
Exin, AXELOS
Certificate - ITIL Foundation
Exin, AXELOS
PhD - Telecommunications Engineering
Politecnico di Milan
Professional Certificate - Digital Transformation
MIT Professional Education