Andrea Di Menna Email & Phone Number

Amsterdam Area, Netherlands

First Line Support for user administration and hardware related issues.

Provide exemplary service to the RIPE NCC membership and RIPE Community.Ensure a high level of customer service support for members, stakeholders and other users of the RIPE NCC servicesField all customer requests which are not immediately directed at a particular service and answer or redirect them as appropriateHandle all mailbox and telephone communications for support and requests for servicesTroubleshoot support requests and promote the correct use of:- RIPE Database- rDNSProcess all types of requests and coordinate activities such as:- Billing- Membership Administration- Contractual Relations for Information ServicesAdvise RIPE NCC Members of best practice in their position as Local Internet Registries.Provide support to RIPE NCC Members and the RIPE Community at different types of industry meetingsPrepare and analyse statistics relating to customer service levels and queries and report and advise to peers in order to apply strategies to improve service levelsMeet the agreements in the SLAs defined with other departmentsTake ownership of assigned escalations and ensure timely resolution of problems within contractually agreed time scalesLiaise closely with RIPE NCC departments to ensure consistency and continuity of services to membersParticipate in preparation of proposals and presentations to the Internet communityPerform other tasks as required to fulfill the objectives of the RIPE NCC in general and the Customer Services department in particular

The CSR is responsible for Customer Satisfaction by ensuring professional order management & accurate, errorless and timely service. The CSR manages the flow of information within his/her area of responsibility, takes necessary actions in line with the company's requirements and in order to satisfy the customer's needs.· Handle incoming correspondence, faxes, e-mails & daily administration.· Manage and follow up the calls and the customer orders in line with internal and corporate policy. · Contribute consistently to the achievement of the customer service team goals.· Act as an interface with internal departments such as Logistics, Credit Management, Sales and Tech Support.· Escalate to the Supervisors any business or process areas that require improvement.

In addition to ordinary support EVPN, RAS and AVTS services, Mentors are requested to:Follow up escalations ensuring appropriate support, informing the Management Team and/or Client.Follow up of network Major Outages ensuring proper communication beetween the Client and the local customer, assign all reported tickets to the agents based on Language Responsible for sending detailed reports about hot tickets to the Management TeamAct as a backup when supervisors are not available.Act as contact person for any vendor and/or SMD, address outstanding issues regarding vendor handeling, flag issues to the client, AT&T and propose solutionEnsure all agents have available logins to required tools, analyze and address any outstanding issues.the Mentors must ensure the Team is up-to-date with Client company procedures and/or network changes (major incidents, migrations, maintenance, etc) gathering information and re-distributing it amongst the TeamConsult with trainer on a regular basis to help set up tests and extra workshops to improve overall quality. Review results with trainer and supervisors

English-Italian Techinal support via phone for AT&T Global Network Client which provides integrated, any distance, seamless and secure connectivity to enterprise infrastructure and internet resources. Network monitoring of the EMEA Network of AT&T , troubleshooting of Frame-Relay, MPLS and EVPN networks connected via CISCO devices. Troubleshooting of following services :EVPN, GMIS, Remote Access, AVTS.

Hardware replacement, mainteinance of the server room and monitoring of the Internal network of the CCISS (Italian traffic news journal) located in Saxa Rubra - RAI Italian public Television

Receiving Inbound calls to support ADSL equipment, performing first level troubleshooting and ordering replacements for faulty equipment

Ccna Certificate (972/1000), Cisco Certified Network Associate (640-802)

Activities and Societies: Topics include: OSI layers, TCP\IP protocol stack, Routing and switching, Wireless technologies, IP addressing.

Regional Certificate, Lan Netwoking

Activities and Societies: Introduction to networking, Basic hardware mainteinance, Buid a small office network, Troubleshooting most.

High-School Degree