Francesco Esposito Email & Phone Number

Trieste, Friuli-Venezia Giulia, Italy

• M-Cube is the European leader in the Digital Signage sector. The group creates engaging digital experiences and innovative communication solutions to foster positive customer engagement. Every day, I work with clients.
• Managing escalations from the 1st level support of global NOCs, ensuring timely and accurate resolution of more complex issues.
• Creating technical guides, training courses, and ad-hoc training sessions to enhance the skills of various teams.
• Handling key clients involved in major corporate projects, providing advanced technical support and customized solutions.
• Collaborating with the coordinator and project managers to propose and implement solutions for complex technical problems, contributing to the continuous improvement of the services offered.
• Continuing first-level technical support, ensuring excellent service and efficient resolution of customer issues.

Trieste, Friuli-Venezia Giulia, Italy

• During my time as a NOC Specialist, I was responsible for providing proactive and reactive assistance to our international clients. Engaging in first-level maintenance and Helpdesk activities, my primary tasks included:
• Proactive monitoring and management of video and audio computers used for Digital Signage and In-store radio.
• Resolving first-level technical issues related to hardware and software, ensuring service continuity for international brands.
• Configuration and maintenance of network equipment and hardware devices, including routers, switches, and computers.
• Remote assistance to clients for troubleshooting technical issues and configuring new devices.
• Conducting regular checks on system status to prevent failures and minimize downtime.

• I was a Team Leader at 5CA, a leading provider of multilingual customer support services for the Gaming and Tech industries.In this role, I managed a team of 15 representatives, focusing on their career development.
• Conducting performance management during periods of rapid change
• Conducting root cause analyses to identify and resolve underlying issues
• Managing conflicts between team members to achieve a productive and harmonious environment
• Monitoring and measuring team performance, providing feedback, and setting KPIs
• Developing personalized career development plans, mentoring, training, and coaching team members

Work From Home

As a Senior Agent at a rapidly growing e-commerce company specializing in home beer draft solutions and online beer sales, I led the Social Media team and established a successful social media support system for the client's Facebook, Twitter, and Instagram pages.I also spearheaded a task force responsible for responding to social media direct messages and.

Work From Home

As a customer support agent for 5CA, I provided assistance in both English and Italian through phone and email channels. During my tenure, I had the opportunity to work for prominent companies in the tech industry, including those involved in semiconductors, PCs, tablets, and networking.In my role as a tech agent, I honed my troubleshooting skills and was.

Bachelor Of Arts - Ba, International Relations And Political Science

Activities and Societies: International Relations in the Asian-African ContextThrough this degree course I'm achieving three fundamental.

High School Diploma

-English (and literature), Latin (and literature), Italian literature -Science, Maths, Physics -Art, Physical education