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Work Background
Npo SistemiSystem Engineer
Oct. 2022Rome, Latium, Italy• Support Corporate Network and all users and computers.
• Manage and support all Servers, Thin Clients, and Virtual workstation • Manage and support Microsoft Exchange Online with Advanced Threat Protection • Perform and verify daily backups and their validity using Veeam
• Configured, Manage and Supported Users through an Internal ticketing system
• Responsible for Sophos Firewalls.
• Administered and Supported our VMWare Virtual Server Cluster, Nodes and Disks.
• Administered and Supported our Microsoft 365 E5 environment
• Administered and Supported Azure Active Directory & AD Connect Directory Syncs to on-prem AD
Npo SistemiHelp Desk Support Engineer
Apr. 2022 - Oct. 2022Roma, Lazio, ItaliaSkills: Virtual Private Network (VPN) · VMware Infrastructure · Domain Name System (DNS) · Testing · Gestione operativa · Analytical Skills · IT Management · Azure Active Directory · Remote Control · Group Policy · Vulnerability Assessment · Veeam Backup & Replication · Dynamic Host Configuration Protocol (DHCP) · Active Directory · Firewalls · Office 365 Administration · IT Operations
Saba GroupSenior IT Support Technician
Oct. 2021 - Mar. 2022Rome, Latium, Italy1st and 2nd level of IT support.
Support our remote employees with any IT incident (macOS and Windows)
Troubleshooting hardware and software issues.
Prepare IT equipment for remote new hires and off-board employees.
Maintain our Conference Rooms (Zoom Room)
Create and maintain IT policies and documentation.
BMC Footprints Ticket management.
IT Inventory management.
Intesa SanpaoloIT Rollout Engineer
May. 2021 - Sep. 2021Rome, Latium, ItalyPhysically remove old equipment and replace with new
Backup and restore of user data with USMT
Configure Microsoft Windows 10 to the company requirements
Install and configuration of multiple 3rd party software
Provide excellent customer service to all end users
Audit all equipment and provide detailed data to the Asset Management Team
Imaging of PC's (rare occurrence)
Equipment delivery
Provide 1st and 2nd line support for customers
E.N.T.D.® - Ente Nazionale per la Trasformazione DigitaleMembro del comitato tecnico
Mar. 2021 - Oct. 2022Roma
BATLead Information Technology Specialist
Sep. 2019 - Mar. 2020Roma, ItaliaSet up workstations with computers and necessary peripheral devices (routers, printers etc.)
Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality
Install and configure appropriate software and functions according to specifications
Develop and maintain local networks in ways that optimize performance
Ensure security and privacy of networks and computer systems
Provide orientation and guidance to users on how to operate new software and computer equipment
Organize and schedule upgrades and maintenance without deterring others from completing their work
Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
Maintain records/logs of repairs and fixes and maintenance schedule
Identify computer or network equipment shortages and place orders
DFJV Deutscher Fachjournalisten-VerbandFreelance Photojournalist
Jun. 2018 - Oct. 2022Identified and obtained photography assignments from various clients, as freelancer.
Attended meetings with clients and participated in discussions with journalists and editors.
Discussed and determined the nature of photographs to accompanyeditorialfeatures.
Set up, arranged and managed props, lighting systems, cameras and backgrounds for photo shoots.
Captured images of people, celebrities, weddings, parties and special events.
Edited, processed, catalogued and delivered photographs, in a timely manner.
RWS GroupSoftware Tester Operations Manager
May. 2018 - Aug. 2019Roma, ItaliaResponsibilities Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
SELLBYTEL Group SpainCustomer Service Senior Technical Support Specialist
Dec. 2016 - Oct. 2017Barcellona, Spagna- Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.
- Coaches and mentors staff.
- Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology. Tests, implements, and evaluates systems and service results.
- prepare the learning environment and resources, including setting up IT equipment where appropriate;
- deliver training programmes
- support and coach learners using learning technologies to deliver skills;
- evaluate the effectiveness of training programmes and learning outcomes;
- liaise with partners (e.g. external course providers, employers, examining bodies) to fulfil the skills needs of an organisation;
- develop peer networks to keep abreast of current thinking;
- maintain appropriate records of learner development and resource allocation.
- Networking and related technologies/protocols/services (TCP/IP, routing, DNS, HTTP/S, SS)
- Incident management - solution/troubleshooting of technical incidents in production environment
- Problem management - analysis of repeating incidents, preparation of root cause analysis, installation, configuration
SELLBYTEL Group SpainCustomer Service Technical Support
May. 2016 - Dec. 2016Barcellona, SpagnaTechnical Support for Google Chromecast
ArvatoCustomer Service Team manager
Aug. 2014 - Oct. 2015Barcellona, SpagnaProvide daily direction and communication to your team so that customer care requests are answered in a timely, efficient and knowledgeable manner
Motivate a team of great professionals
Provide statistical and performance feedback and coaching on a regular basis to each team member
Conduct individual development for skill improvement through regular one-on-one meetings
Be available for employees who experience work and/or personal challenges providing appropriate coaching, counseling, and direction until the resolution
Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required)
Respond to and resolve employee relations issues expressed by team members in collaboration with HR
Address disciplinary and/or performance problems according to company policy in coordination with HR
Along with peers and WFM, decide on micro schedules and share continual responsibility for deciding how to manage the employees, ensuring customer cases are handled efficiently and effectively
Grade agents' quality performance alongside our QA team
Ensure a high overall customer satisfaction level using NPS and help establish improvement plans as required
Support the team as POC to answer any questions on the floor
Investigate Sales escalations
Support WFM in conducting Queue Management
Help build and improve processes aimed at delivering an amazing customer experience to maximize revenue
Actively support and advocate a customer-centric approach
Suggest innovative ideas to increase team efficiency and improve customer experience
Together with the CC leadership and HR, plan ahead, identify recruitment needs, and initiate recruitment processes as required
ArvatoCustomer Service Senior Special Agent
Feb. 2012 - Aug. 2014Potsdam, Germania- Canon Europe customer market
- Training new colleagues
- Developing photographic training materials and knowledge checks
- Coaching
Istituto RavascoHead Concierge
May. 2010 - Sep. 2011Roma, Italia
Frentani caféBar Manager
Mar. 2008 - May. 2010Roma, Italia
Valtur S.p.a.Store Manager
May. 2007 - Sep. 2007Sicilia, ItaliaStore manager and head photographer at the Holiday resort Valtur in Pollina
Il Gruppo digitaleHead Photographer and Store Manager
May. 2006 - Sep. 2006Sardegna, ItaliaStore manager, head Photographer and at the resort Calarossa , SS
Académie de France à Rome - Villa MédicisExecutive Steward
Jan. 2006 - Dec. 2007RomeSteward, assisting and photographer in cultural events at the Art Academy of France - Villa Medici
Artègo Hair ProfessionalVideographer
Aug. 2004 - Sep. 2004Roma, ItaliaProfessional Videographer and photographer for fashion company at the finals of Miss World Italy at Cinecitta.
Editor of the film.
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