Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
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Nicola Guarino

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
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
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
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, MA
05.2022

Certificate - ITIL Practitioner

Exin, AXELOS
Brussels, Belgium
11.2017

Certificate - ITIL Foundation

Exin, AXELOS
Brussels, Belgium
10.2016

PhD - Telecommunications Engineering

Politecnico di Milan
Milan, Italy
04.2003

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
  • Google
  • 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
  • Facebook
  • 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
Nicola Guarino