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Putney, London

Putney, London

CONTEXT is the world’s leading ICT channel sales and price tracking organisation and it tracks and captures real-time channel data, providing the most accurate market information available. Working as part of the Enterprise team, supervising a team of 3 contractors.Responsible for:•Successful operation of the contractor team (task delegation, training and support);•Quality Control (QC) on incoming data;•Liaising with the development team for ETL tasks when onboarding new Customer and when bugs need fixing, including tasks like category creation, definition and other specifications;•Liaising with Customers and the Sales team;•Prototyping reports with Excel and QlikView, performing the appropriate queries, aggregations, mappings, slicings;•Working with QlikView in order to deliver the reports as agreed with customers;•Troubleshooting report problems like data inconsistencies, tracing problems back to the source;•Providing support to end Customers once reports have been delivered, explaining results, answering questions in general;•Testing the new platform and reporting usability and UX issues back to the development team.

Capitalised on the experience gained in the previous job and worked for 5-8 small-medium regional businesses assisting in the day-to-day operations of their IT infrastructure (see skills above) and at the same time taking care of a number of home users assisting in various smaller tasks. Handling phone calls for problems of different levels of urgency, providing on-site assistance or remote assistance as necessary. Entrusted with customer backups and computer recovery images.Responsible for:•On-site PC assistance (100 Windows based PCs);•Computer assembly, troubleshooting, upgrade (ASUS, MSI, ASRock, Intel, AMD, WD);•Network setup and management (corporate internet access, router/firewall setup and maintenance, wireless setup);•NAS configuration and management (QNAP, Synology single disk and RAID);•Disaster recovery planning and execution (ESET NOD32, McAfee, Avira, Kaspersky Lab, rsync/DeltaCopy);•Upgrade and setup of Android phones.

Ravenna, Italy

Working as outsourcing provider for the Ravenna Council and the main Hospital “S. Maria delle Croci”.Mainly supporting Windows desktop and servers and Citrix clients (MetaFrame, XenApp, Chip PC - Xcalibur Global).Responsible for: •Being on-call 24x7 when required and providing an initial response within one hour;•Fixing software and hardware problems on-side and remotely (Citrix and thin client);•Desktop Support on Personal Computers, Laptops, Laser Printers (Brother, HP and Lexmark) and Networking infrastructure;•Maintaining a stock of spare parts, including software updates, in order to maximise responsiveness and operational efficiency;•Managing the RMA (Return Merchandise Authorisation) procedure with hardware suppliers with a periodic review of their performance.

Melbourne, Vic, Australia

Testing second-hand computers and office appliances for their condition, sorting equipment into different categories according to their degree of suitability for reuse.Involved in developing and following QA procedures, which were identified as key deliverables to ensure customer satisfaction.Responsible for:•Testing and reconditioning second hand Laptops (DELL, IBM-Lenovo, HP/COMPAQ);•Secure data wiping;•Helping in warehouse management.

Lugo, Ravenna, Italy

Started by being involved in testing, sorting and disposing of all the damaged hardware components (RAM, hard drive, motherboard, PCI cards, etc.) and organising RMA procedures for faulty components under warranty.Involved in assembling an average of 200 PCs per month, all of which had to be built to customers' specifications and tested before delivery.Responsible for:•Managing the PC assembly division;•Assembling, configuring and repairing personal computers;•Customer service (both on-site and by phone);•Advising customers on SoHo and Digital Home solutions;•Providing excellent pre and post sales advice to customers to ensure their satisfaction and loyalty.

Bologna, Italy

Part of a team of IT technicians, working on behalf of hardware vendors to fix customer hardware.Responsible for:•Engineering technician on-site 24x7•Repairing (onsite and in the premises) HP laser printers, HP-Compaq-Fujitsu-Siemens workstations, personal computers and laptops;•Managing regional calls for Compaq and HP issues; •Leading in-store a team of 11 technicians with different skills for COMPAQ systems;•Achieving professional certifications for all mentioned brands/products.

Ferrara, Italy

Replacing an external IT consultant, in charge of ensuring the smooth operations of the IT department of this manufacturing company with branches in Japan and Italy.Responsible for:•Managing Network infrastructure and Servers;•Configuring and repairing Workstations (hardware and software problems);•Providing remote assistance to other offices and branches;•Internal helpdesk support;•Overseeing the whole operation of the team, ensuring that processes and procedures were correctly executed by internal help desk and shop support teams.

Professional Master Post Diploma Of Business Management

Office Automation, Visual Basic, Visaul C, C++ And Java

Certificate in computer programming

60/60, Diploma In Electro-Technical And Computer-Controlled Automation

Diploma in electro-technical and computer-controlled automation (English Equivalent: A-Level, computer and automation studies)