PROFILE
Goals achievement focus and the continuous search for professional
and personal improvement are my priorities.
dedication and self-adapting in order to complete tasks and missions
both in autonomous and team working duties, are my strengths.
thanks to my personal inclination and work experiences I have
developed solid problem solving and crisis management even in high
pressure or stressful situations.
Physical activities, Movies, Art, theater and literature, especially the
scientific one. travel and relations with different cultures are
foundation for personal’s growth

WORK EXPERIENCE
ICT logic S.r.l. | Customer Service manager
March 2013 – on going
After several years working in key position inside projects relevant for the
company’s development in addiction of previous roles I’m working as Manager
and coordinator the customer service provided to FCA Automotive employees
Duties .
• Working to improve operational and quality standards to
maintain the service offered at high levels and within the
parameters defined by the SLAs
• coordinating up to 20 tier 3 techs, tier 1 helpdesk operators
and tier 2 remote techs supervision the daily tasks
• operator’s training, development and evaluation to create
proactive and productive collaboration
• development of operational strategies and procedures to
promote customer’s satisfaction and create a positive
environment for both employees and customers.

ICT logic S.r.l. | 7×24 IT Support Manager
March 2013 – May 2014
Thanks to positive collaboration with ICT Logic S.r.l.; FCA required a
new 7×24 IT support service for its employee during their business
trip, I was nominated as operational manager in charge of creating
ad leading a team of new tier 2 technicians
Duties.
• Development of the workflows for service’s operations
• operator’s training, development and evaluation
• coordinating the processes for the escalation from 1tier helpdesk
operators and tier 2 techs
• providing IT support for FCA employees using remote control tools
like Team Viewer and Microsoft Remote Control

ICT logic S.r.l. | tier 3 IT end user technician
June 2012 – March 2013
My first appointment for ICT logic S.r.l. gave me the opportunity to
improve and enhance my technical and organizational skills thanks to
the daily works on the fields and several travels in FCA automotive
foreign offices
Duties.
• resolving hardware and software issues and incident occurred to
FCA Manager’s workstations, tablet, smartphone and many more
peripherals
• integration and collaboration with FCA internal IT management and
infrastructural management aimed to resolve issues and improve
the technological environment for the customer
• mounting and supporting IT structures for FCA public events, board
and GEC meeting and telepresence sessions

Runner Computer S.p.A. | RMA Service coordinator
May 2003 – June 2012
working for the customer service of Runner Computer S.p.A., an ecommerce leader in technologies and customer electronics
Compiti svolti.
• managing the RMA cases, from opening to resolution according to
warranty policies and European laws
• setting and managing the procedural workflows
• producing of monthly statistics based on customer satisfaction
surveys

Computer House S.r.l. | store coordinator
March 2001 – May 2003
Compiti svolti.
• IT and electronics department sales force
• After sales technical assistance
• Designing and installing technological and IT environment like
networks and home automation for private customer, offices and
local companies
During the first year of work i was promoted to store coordinator
with added duties.
• Managing operational, commercial, administrative activities
• Managing direct relations with providers and major customer
• Creating marketing campaigns and defying the store catalogs and sales flyer

SCHOOL EDUCATION
Diploma di perito in elettronica e TLC
Istituto L. Cobianchi
1993 – 1998

LANGUAGES
✓ Italian: mother tongue
✓ English:
spoken: C1
write C1
✓ Japanese: studying

Professional Skills
• Quick learning
• Team improvement oriented
• communicative
• project management
• Conflict resolution
• Personnel training & development
• organized
• highly motivated

Primary technical skills
Windows OS Active Directory
Macintosh OS Microsoft™ azure
Office suite
Microsoft™ 365
administrative suite
Networking
Visual Basic
programming
SQL Google Gsuite

 Secondary technical skills
• OS core client staging
• Graphic editing software
• ADOBE™ professional Suite
• Symantec™ endpoint protection
• IOS Environment
• Android environment
• Ubuntu environment
• CRM application suite:
• SAP, Business Object ITAM, Service
Now DRIVEIT
• OTRS ticketing system
• VmWare airwatch MDM
• VmWare horizon e VSphere