Francesco Bottan Email & Phone Number

Santa Croce Mare, Friuli Venezia Giulia, Italy

Santa Croce Mare, Friuli Venezia Giulia, Italy

Trieste

As 1st Line Operations Manager at u-blox, my focus is on the operational side of the Service Desk, serving over 1,500 global users across APAC, EMEA, and America. My key responsibilities include:Providing operational leadership for first-line IT support, ensuring efficient resolution of IT issues for a global user base.Assisting technicians in resolving complex tickets, offering guidance to navigate challenges and maintain high service standards.Overseeing ticket escalations and de-escalations, coordinating with the Head of the Service Desk to ensure proper issue prioritization and resolution.Monitoring the overall ticket backlog and individual technician backlogs to optimize workflow and response times.Serving as the operational deputy to the Head of the Service Desk, ensuring the alignment of service desk activities with organizational objectives.Acting as the primary on-site IT support contact for the Sgonico office, home to over 200 employees, to ensure immediate assistance and operational continuity.My role is integral to the operational excellence of the Service Desk, supporting the Head of the Service Desk in delivering unparalleled IT support services.

Trieste, Friuli-Venezia Giulia, Italia

As part of a global IT team, I represent the initial point of contact for all IT-related inquiries at u-blox, a leading semiconductor company located in Sgonico, near Trieste, which serves over 200 R&D professionals. My role involves:Managing the global incident and request queue, ensuring timely and effective resolutions.Collaborating on IT communication, including outage alerts, troubleshooting guides, and best practices for new tools and IT protocols.Fostering a culture of curiosity and continuous improvement by creating and sharing knowledge articles with my team.Developing proactive solutions and workarounds for outages and critical issues to minimize downtime impacts.Upholding and advocating for company standards in security and service quality, applying them universally.Going the extra mile for users, adding a personal touch to IT support that transcends basic responsibilities.Handling escalations with empathy and efficiency, prioritizing needs with a blend of common sense and kindness.Contributing to a positive and cohesive work environment, promoting teamwork and connectivity.My mission is to transform the perception of IT support into a more accessible, friendly, and supportive service, emphasizing the human element in technology assistance.

Trieste, Italia

Hardware/Software 2nd and 3rd line supportIMAC ServicesSite IT Operations/Administration/Support ServicesRemote ManagementService ImprovementsComplaint/Escalation/Problem ManagementCustomer Satisfaction MonitoringMetrics and Management Information Reporting

Trieste, Italia

Participated in various teams at Fincantieri, focusing on enhancing IT operations and support. Contributions included:Being part of a 10-person team for end-user mobile management, handling configuration, delivery, and troubleshooting of enterprise devices.Assisting in a 5-person help desk dedicated to IT support for executives and VIPs.Providing IT support on collaboration software for shipowner and Fincantieri users.Supporting internal protocol processes, particularly in legal, military, and accounting departments.Contributing to bespoke B2B projects for stakeholders, including cloud storage solutions, passive accounting on cloud systems, and cloud migration of site documentation.Aiding in process monitoring and support via Microsoft Dynamics CRM to enhance collaboration for site inspections across multiple locations.Participating in the analysis of internal client KPIs to improve stakeholder engagement.Collaborating within an administrative and technical office environment of up to 120 people, promoting team synergy and contributing to project success.Focused on collaborative efforts to streamline operations and enhance stakeholder relations through innovative IT solutions.

IT Support with specific focus on clients in the North-East and North-West Italy with duties and responsibilities of:Team leader with rollout HW/SW on 230 CAD position;2nd level Help Desk managing over 800 end-users with on-site and live support in the north Italy;Developing internal training programs and training of new technical resources for the on-site support;Responsible for IT support team on-site (5 technicians) with specific focus on printing systems, PC and other fixtures for banks, small medium business and great distributors (around 80 companies) in the north-east Italy;Worked in team in an administrative and technical office with up to 50 people;

Torino, Italia

Help Desk 2nd Level and IT support, responsible for:o On-site and live IT support for over 750 end-users in the naval industry;o Creating and managing software installation customised for specific administration requirements;o Developing problem solution strategies on casual bases to solve unknown errors;o Customer service with on-site and after installation support;o Worked in team in an administrative and technical office with up to 30 people;

Trieste, Italia

Service Manager for the N-E area of about 50 stores in the provinces of Trieste and GoriziaPrimary point of contact with customers developing problem-solving strategiesCustomer service 24/7, 365/yearResponsible for creation of maintenance schedules for over 150 devices (slot machines, access points, laptops, desktops, other network devices)Time management of ordinary and extraordinary maintenance worksTeamwork in a local office, remotely support by Sisal’s specialists

Liverpool, Regno Unito

IT support for the Italian branch of the company:Help Desk 1st Level with phone or remote desktop support throughout ItalyCustomer service with installation support of new H&S, including step-by-step support and configuration of new terminals, laptop, desktop or other network related devicesManaging and updating international schedules with information of the Italian marketWork in a team in a local office with 26 people

Diploma Of Post-Secondary Level In Naval Construction, Naval Architecture And Marine Engineering

Naval design procedures, hand and spreadsheet design, ship theory, mechanics, electrical engineering, naval English, seamanship.

Engineering/Industrial Management

Management engineering is a branch of engineering that studies, with a quantitative and qualitative approach, the organizational.