Alessandro Cristiano

Alessandro Cristiano Email and Phone Number

Customer Support Team Lead @ Ricksoft, Inc.
Maidenhead, GB
Alessandro Cristiano's Location
Ealing, England, United Kingdom, United Kingdom
Alessandro Cristiano's Contact Details

Alessandro Cristiano work email

Alessandro Cristiano personal email

n/a

Alessandro Cristiano phone numbers

About Alessandro Cristiano

"Wherever I am, my goal is to bridge the gap between people and technology so they can focus on what they do best."• I am a Support Analyst experienced in IT Service Management, Systems Administration, and a strong Customer Experience advocate with a demonstrated history of working in the services industry on a global scale.• In the past, I also worked with Web Content Management and its systems administration, with some knowledge of full-stack web development in the online marketing Area.• Familiar with Traditional and Agile Project Management methodologies.• Strong arts and design enthusiast with Associate Degree in Computer Systems Analysis/Analyst.

Alessandro Cristiano's Current Company Details
Ricksoft, Inc.

Ricksoft, Inc.

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Customer Support Team Lead
Maidenhead, GB
Website:
ricksoft.jp
Employees:
42
Alessandro Cristiano Work Experience Details
  • Ricksoft, Inc.
    Customer Support Team Lead
    Ricksoft, Inc.
    Maidenhead, Gb
    View
  • Ricksoft, Inc.
    Customer Support Team Lead
    Ricksoft, Inc. Sep 2023 - Present
    London, England, United Kingdom
    Provide technical and pre-sales support to customers, product teams, and marketing initiatives.Key Responsibilities:- Lead the customer support team, overseeing the ticketing system and ensuring timely and accurate responses to customer inquiries within the assigned time zone.- Act as the point of escalation for complex or critical customer incidents, collaborating closely with the team to ensure effective problem resolution.- Maintain high service levels, resolve customer complaints, and address feedback promptly to ensure outstanding customer satisfaction.- Stay up-to-date of product knowledge and continuously update skills to effectively support customers.- Conduct product demos for pre-sales, partnership, and marketing-related events, showcasing the value and capabilities of our solutions.- Facilitate remote training sessions for new support agents, ensuring seamless onboarding and proficiency in delivering top-tier support.- Develop and curate technical documents including a knowledge base, FAQs, and best practices to empower both the team and customers.
    View
  • E-Core
    Support Engineer
    E-Core Jun 2020 - Jun 2023
    Porto Alegre, Rio Grande Do Sul
    Partner with companies hosting apps on Atlassian Marketplace to provide Customer Service for their applications on Atlassian Ecosystem by performing the following activities:Troubleshooting customer requests:• Configuration issues (Users / Projects permissions and security schemes, workflow, issue types, custom fields, Dashboard configuration, JQL Filters);• Automation, Third Party Apps, REST API Calls, and other integrations/automations (Jenkins, Scriptrunner, Groovy, JS Custom scripts);• System version upgrades and Cloud Migration (JCMA, CSV Import/Export);• Environment issues (analyze Jira Logs and Java Thread / Heap dumps, stack trace logs, hardware health, database, and networking);Maintaining Project documentation such as:• Customer Service communication guidelines;• Project details: RACI, Contacts, Holiday schedule, run-the-business processes;• Support Operations statistic reports, operation strategies, and executive presentations;Manage and monitor the team's learning sandboxes:• Linux/Windows/AWS Docker Containers running Postgres/MySQL/Oracle/MSSQL, Apache, and Java monitored by Zabbix/Splunk/Dynatrace;
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  • Dell
    Content Management Analyst
    Dell Sep 2011 - Jul 2019
    - Partner with Project Managers and Business Analysts to get content to be published at Dell.com support website.- Submit content to be globalized and provide progress status to the stakeholders.- Triage content defects and provide key information to Operations Team members to resolve them.- Provide Consulting to Business Stakeholders, Online Command Center and IT Application Support team about Dell.com Support web site content management.- Partner with Site Admins, Online Command Center and IT Application Support to investigate and resolve technical issues.- Assist Operations Team members to engage Run the Business changes and provide directions in case of issues encountered.- Team processes mapping and implementation.- Maintain Support Content Management documents at Dell.com Content Knowledge Base.
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  • Dell
    Application Support Analyst
    Dell Dec 2009 - Sep 2011
    Porto Alegre Area, Brazil
    - Troubleshoot C# .net, Java, Java Script, Oracle Siebel based applications, their respective environments and infrastructure.- Document solutions on the team's knowledge base.- Analyze issues trends, recurrence and impacts; Provide those findings to upper management and action items to mitigate referred issues.- Provide key information for Interns to assist on recurrent issues.- Make use of ITIL methodologies to improve team processes.
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  • Athenas Software & Systems
    Customer Support Analyst
    Athenas Software & Systems May 2009 - Dec 2009
    Porto Alegre Area, Brazil
    - Proprietary CMS Technical Support.- Content Operations Support for external customers.- L1 IT Technical issues troubleshooting partnering with Developers and Infra-Structure associate.
    View
  • Compuserv Informática
    Junior Technician
    Compuserv Informática Sep 2008 - Apr 2009
    Porto Alegre Area, Brazil
    Remote IT Technical Support operations for State-wide Government Officials and Magistrate by e-mail, IM and phone.: - Software, Hardware, Network, Printers and accessories setup, maintenance.- Resarch and Troubleshoot IT issues.- Maintain team's Knowledge Base articles;
    View
  • Tribunal De Justiça Do Rs
    Field Support Technician
    Tribunal De Justiça Do Rs Aug 2007 - Sep 2008
    Rio Do Sul Area, Brazil
    Internship performing Onsite IT Support operations:- LDAP management.- Field IT maintenance (Software, Hardware, Network, Printers and accessories) for Government Officials and Magistrate public.- IT Infrastructure migration assistance (Backup, Re-image, physical installation, configuration).- Maintain team's Knowledge Base articles and processes.
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  • Foro Central De Porto Alegre
    Administrative Assistant
    Foro Central De Porto Alegre Jan 2006 - Aug 2007
    Porto Alegre Area, Brazil
    Internship performing: - Document registration, organizing and distribution for 200+ Legal Documents.- Public attendance for wide-range public varying from citizens to Magistrate;
  • Competencia Assessoria
    Telemarketing Agent
    Competencia Assessoria Oct 2005 - Dec 2005
    Porto Alegre Area, Brazil
    - Telemarketing sales agent.

Alessandro Cristiano Skills

Html Javascript Css User Experience Sql Mysql Php Web Development Xml Web Services Java Linux Playstation Dell Computers Apache Iis Scrum Sharepoint Cms Content Management Content Strategy Web Content Web Content Management Web Design Oracle Applications Java Enterprise Edition Project Management Project Planning Knowledge Management Knowledge Sharing Sharepoint Designer Game Mechanics Game Development Game Design E Commerce E Business Analytics Microsoft Excel Ms Excel Pivot Tables C# Microsoft Sql Server Microsoft Sharepoint Itil Operating Systems

Alessandro Cristiano Education Details

Frequently Asked Questions about Alessandro Cristiano

What company does Alessandro Cristiano work for?

Alessandro Cristiano works for Ricksoft, Inc.

What is Alessandro Cristiano's role at the current company?

Alessandro Cristiano's current role is Customer Support Team Lead.

What is Alessandro Cristiano's email address?

Alessandro Cristiano's email address is al****@****ell.com

What is Alessandro Cristiano's direct phone number?

Alessandro Cristiano's direct phone number is (800) 433*****

What schools did Alessandro Cristiano attend?

Alessandro Cristiano attended Igti, Pontifícia Universidade Católica Do Rio Grande Do Sul, Senac-Rs, Cte Parobé.

What are some of Alessandro Cristiano's interests?

Alessandro Cristiano has interest in Children, Environment, Education, Science And Technology, Disaster And Humanitarian Relief, Animal Welfare, Arts And Culture, Health.

What skills is Alessandro Cristiano known for?

Alessandro Cristiano has skills like Html, Javascript, Css, User Experience, Sql, Mysql, Php, Web Development, Xml, Web Services, Java, Linux.

Who are Alessandro Cristiano's colleagues?

Alessandro Cristiano's colleagues are Tomoya Hayakawa, Kana S, Yuya Yuasa, Rina M, Norio Hattori, Hisatoshi Onishi, Miki Hotta.

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