09/2008 – Present

Help Desk Technician for Bticino SPA, Varese, IT

Dedicated helpdesk professional currently providing technical support in a 1200+ user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Ability to troubleshoot in-house developed software.

knowledge of the main remote support tools like LogMein Rescue console.

Lotus Notes and Outlook365 support.

Creation of virtual machine with Vmware and dual boot OS setup (Windows – Ubuntu)

Managed external contractor to plan activities on Italian land like PC roll out and technical interventions.

Ensured quick resolution of user concerns.

09/2006 – 10/2007

Technical support analyst for SONY Europe, Brussels, BE

Provided technical support for end-users (retail market)

Collected information through client phone calls to identify and report product problems

Installed software, tested customer PC's, analysed functionality of peripheral appendages.

Worked closely and effectively with vendors to replace/repair defective hardware and software.

Instructed and trained end-users regarding computer literacy.

Collaborated with the team to optimize working environment and customer service.

Trained sales-department staff and guided them in helping clients select the right product.

03/2005 – 05/2005

Technical support analyst for Teletech, Belfast, UK

Handled incoming calls and e-support cases for the Italian market and privided technical suppot.

Translated and produced software manuals.

Generated tickets for second level support for problems that could not be resolved over the phone.

Provided users with information on Mcafee products and promotions.

02/1998 – 10/2000

Computer technician, Megabit SRL, Palermo, IT

Diagnose and repair desktops, laptops and peripheral devices.

Troubleshoot of computer hardware and software.

Custom PC building.

After sale support.

Education
Electronic and Telecommunication Diploma
09/1993 – 07/1999
I.T.I.S A. Volta – Palermo, IT
 

Certifications
CCNA Routing and Switching – In progress
 

Languages
Italian – Mother tongue
English – C1 Level 

Technical Summary
Experties
Technical Troubleshooting
End User Training
Virus Detection, Removal & Prevention
System Upgrades & Optimization
Security, Backup & Recovery Solutions
Technical & User Documentation
Hardware maintenance and upgrade
Relationship Management
Platforms
Windows, Linux, Mac OS X, iOS, Android
Networking
LAN, TCP/IP, DNS, Active Directory Domain Controller
Hardware
iPads, iMacs, iPhones, tablets, desktops, laptops, workstations, printers, scanners
Applications
Macafee Antivirus, LogMain rescue, BMC Remedy, Symantec Ghost, Office365, Avamar Backup,
Microsoft OneDrive, SharePoint, PowerBI, Lotus Notes, Outlook365, Citrix.
Job-related skills
Good communication skills gained through my experience as customer support analyst.
Ability to balance workload efficiently.
Flexible, willing to take on more responsibilities as needed.
Able to work in team and independently.
Problem solving.
Willing to learn.
Team player