Alessandro Caniglia Email & Phone Number

Milan, Lombardy, Italy

Milan, Lombardy, Italy

Provide consulting, resolution advice to engineers that will improve the customer experience. Assist in customer escalations and help solve complex technical problems. Monitor and evaluate support engineer performance and technical readiness, and evaluate and drive improvement in support engineer quality. Work with readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material. Drive implementation of improvement initiatives from the Delivery Excellence team. Drive awareness on opportunities for training, content, tools, process.

Milan Area, Italy

Milan Area, Italy

I have been working as Onboarding Program Manager and Azure Subscription Management Support Engineer in the Customer Service Support at Microsoft where our mission is to empower every person and every organization on the planet to achieve more.Being an experienced Microsoft Worldwide Services University trainer, I also deliver virtual and in person trainings to new Support engineers, Technical Advisors and managers and regularly interact with multiple company departments including technical and commercial roles. I have exposure to technical and commercial roles, being able to discuss with ease involving both executive and technical representatives. Microsoft Azure Subscription Management Support Engineer is a critical role in the implementation of Azure support capabilities which include working with the PG and Azure Supportability PMs to implement asks, identify technology, and/or process readiness needs, and work with Training PMs and Tech Leads to ensure support team readiness; and, develop relationships with and engage with technology-specific depth queues for customer incident resolution when required.

Milano, Italia

Deliver high quality service to Microsoft Enterprise customers by solving complex technical problems and helping to pro-actively prevent new issues about MS Operative Systems, Failover Cluster, Hyper-V, and other Microsoft platform core related technologies.• Obtained 97% top score survey results (VSAT) during Fiscal Year 2013.• Contributor of the Microsoft blog http://blogs.technet.com/b/itasupport/ .• Coordinator of a project to increase GTSC Initial Response results in Western Europe area during Fiscal Year 2013.• Member of the Western Europe Platforms support team (Sept. 2011 – Feb 2013).• Member of the North Europe Platforms support team since February 2013.• Operational Excellence Lead (staffing) helping team manager to plan training and OOF schedules in North Europe Platforms team organization.Acquired competences: team work, troubleshooting, data analysis, pro-activity, problem solving, collaboration, delivering bad news.

Catania, Italia

Analysis of bank loan requests, in-depth examination of personal economic situation and profit and loss accounts. Acquired competences: team work, team spirit, dynamic work-flow, customer support by phone, anti-fraud competences, basic finance and balance knowledge, analytical skills, anti-money laundering competences, privacy management, proactivity, professional ethics, risk management.

Hatfield, England

Design and development of teleguide systems for mobile robot using Augmented/Virtual Reality. Acquired competences: research activity about telerobotics, team work, problem solving, supervised and not supervised work.

Hatfield, England

CPEE (Computer Programming for Electronics Engineers) lectures and laboratory tutoring. Acquired competences: teaching, communication skills, supervising.

Msc (Laurea Specialistica), Ingegneria Informatica, 110/110 Cum Laude

Activities and Societies: International Society of Automation (ISA) Final Year Research Project (Thesis) “Data visualization theories.

Research Module, Msc Mechanical Engineering

Bsc (Laurea Triennale), Ingegneria Informatica, 110/110

Diploma Di Maturità Scientifica, Liceo Scientifico Piano Nazionale Informatica, 100/100

Activities and Societies: winner of the 11th edition of ”Etniade di Matematica” mathematical competition in 2002 Principal subjects.