01/2017 – current           “MCcormick”, Florence
 IT Service Hub Technician – Drogheria e Alimentari Project
    IT Infrastructure migration (server, hardware)
    Administration folder structure and security access
    Manufacturing maintenance technician 
    Administration of request in HP IT Service Management

06/2016 – 01/2017           “HCL Tecnologies”, Wroclaw
                                       Senior Analyst IT – User Authorization Support – Volvo Project
    Administration of users in an Active Directory environment
    Providing accesses, creating / removing accounts in Baldo, IDM and as400
    Troubleshooting order-related issues for 30 applications 
    Administration of request in BMC REMEDY IT Service Management

07/2015 – 06/2016           “IBM”, Wroclaw
 IT Advisor – State Street – Service Desk EMEA          
    Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
    Ensure that all tickets are logged and assigned according to the account's procedures
    Escalate queries when required to appropriate personnel 
    Support/Setup Bank software in secure environment

08/2014 – 04/2015             “Serco Group”, Krakow

01/2015 – 04/2015            Junior Speciality Teams Expert (Social Media Team)
    Handle all enquiries from easyJet Customers via Facebook and Twitter
    Manage group bookings
    Providing complex information regarding transportation terms and conditions and reservation process

08/2014 – 12/2014            Customer Service Executive 
    Customer Service for EasyJet airline delivered through all of the following channels: phone, email
    Support for business customers with Italian and English (B2B)
    Building and maintaining long-term relationships with customer  
                                    

04/2014 – 07/2014            “Wine & Food Center”, Wroclaw
 Internship
    Create the company image by being its representative
    Recognize and analyze successfully the needs of the polish market
    Knowledge of typical Italian products (wine and local food)
    Strengthen the cooperation between company and bar/restaurant owner

04/2008 – 04/2009    “Italian Navy” (Voluntary), Aulla/Taranto
            Navy Guard
    Responsible for guarding and protecting of weapons and munitions
    Control the entrance and checking the identity of any external person 
    Drive military vehicles for various services

09/2006 – 09/2007    “Associazione Italiana Sclerosi Multipla” (AISM), Taranto 
            Operator
    Assist patients with multiple sclerosis in their daily activities (accompany to medical appointments and leisure time activities)
    Care for the welfare of the patients by buying essential medical products
    Organize events, conferences and various manifestations to explain the facts of multiple sclerosis disease 

Technical skills/software knowledge

BMC Remedy: manage incident ticket, ITSM knowledge
Citrix Studio:configuration, reboot and fix the problem related to VDI (virtual desktop infrastructure)
Remote Control: mapping security printer, drive and other configurations
ADTool: Active Directory, Creation, deletion, permissions, and VPN access
Office package: Word, Excel, Outlook, Skype for Business, Sharepoint
Microsoft Outlook: create new email profile, fixed migration domain issue, technical troubleshooting
Microsoft BitLocker Administration and Monitoring: unlock the PC
Lotus Note: setup, manage email and documents
ISM Ticket Management: manage service request and incident ticket
Escalation: Escalation of the ticket if required
CMD: ping, shutdown, ipconfig
Uniflow: activation and configuration printer card
Premium Tech Tool: configuration and technical troubleshooting
Impact: configuration and technical troubleshooting
VDA: configuration and technical troubleshooting
TM2: configuration and technical troubleshooting
Baldo: configuration and administration
CA Identity Manager: configuration and administration
AS400: configuration and administration

Academic Career 

10/2009 – 11/2012    Alma Mater Studiorum Università di Bologna, Bologna
                      Master's degree – Communication Science

01/2006 – 07/2009    Università degli Studi di Bari Aldo Moro, Bari
                                       Bachelor's degree – Communication Science 

09/2000 – 07/2005          IIS Maria Pia, Taranto
                                       High school, profile: scientific

Extra Curricular Activities 

04/2011                          University project for Social Marketing: Anti-Smoking campaign (publication)

05/2005 – 07/2005    Technical Management of Computer Networks, IIS Maria Pia

Skills

ECDL (European Computer Driving Licence)
Driving Licence (category B)
Pilot License (ultralight aviation)

Languages                 Italian:          Mother Tongue
                                    English:        Written and oral communication skills    

Personal Interests

Travelling (in particular medieval town)
Extreme sports
Japanese culture (in particular Anime and Manga)