- Team Leadership: Manage a team of 10+ field technicians in 4 different sites around Italy, ensuring effective task execution and maintaining a consistent SLA performance above the agreed 96%. Actively participate in daily operations to meet client demands on productivity and activities.- Customer Engagement: Serve as the field operations liaison for CNH, translating customer demands into actionable team plans, which has helped sustain strong client relationships and contributed to a high customer satisfaction rate.- Value Co-Creation: Collaborate with stakeholders to develop solutions that enhance customer value, resulting in improved service offerings and client feedback.- Team Dynamics: Utilize my experience to foster motivation and engagement within the team, ensuring productivity through weekly roundups designed to help and advise team members.- Professional Standards: Uphold high standards of professionalism, quality, and attention to detail, consistently meeting internal benchmarks and industry standards.- Proactive Problem Solving: Address challenges head-on to ensure seamless operations and customer satisfaction, actively reducing service disruptions and maintaining high operational efficiency.- Deskside Technician Activities: Continue to perform deskside support tasks whenever workload requires it, leveraging my technical expertise to assist the team in troubleshooting and resolving complex IT issues, thereby directly contributing to the team's success and client satisfaction.

- Technical Support: Provided comprehensive on-site support, resolving hardware and software issues to minimize downtime and enhance user satisfaction.- Process Optimization: Developed and refined a method for PC replacements, ensuring consistency and meticulous attention to detail in field operations.- Versatility and Reliability: Demonstrated flexibility by traveling to various locations, both nationally and internationally, to backfill positions and train new technicians, reinforcing team strength and adaptability.- Relationship Building: Fostered strong relationships with users through effective communication and reliable service, building trust in technical support.- Collaboration and Training: Partnered with cross-functional teams and mentored new technicians, sharing best practices to elevate team performance.- Foundation for Leadership: Streamlined approaches and extensive field experience laid the groundwork for my transition into a Team Leader role, offering invaluable insights and skills.

- Provided second-level support to the international Customer Service for high-profile clients in the Over-the-top (OTT) sports streaming sector- Proficient in tools used by the Subscription, Payment, and Billing team: Zuora, Zendesk, Worldpay, PayPal for Business, AllPago/PPro- Ensured careful and precise handling of sensitive tasks such as large-scale payments and refunds, where data accuracy is crucial- Conducted large-scale operations on subscriber accounts, both manually and semi-automatically using Developer Tools: creation, migration, modification, and deletion of accounts, subscriptions, payments, refunds, etc.- Actively monitored data quality through reporting tools and data sources, implementing corrective actions to ensure data consistency per client requests- Prepared documentation for common activities, such as user management and payment methods, to ensure uninterrupted access to the streaming service- Reviewed and cross-checked various data types (e.g., Account, Subscription, Payment) to gather insights for data movement within the Zuora system

- Senior Service Desk Operator: Provided 24/7 first and second-level support, managing 30+ clients simultaneously, including during night shifts and national holidays.- Multi-Channel Support: Delivered telephone and email support at both national and international levels, primarily focused on resolving software and hardware issues for large corporations, as well as state and regional institutions.- Resource Dispatching: Coordinated the allocation of resources to appropriate departments based on client needs, requestor, and the nature of the problem or request.- Problem Resolution: Assisted users in troubleshooting through guided procedures and remote connections, primarily using TeamViewer.- Responsibilities: Served as the sole point of contact for many services, providing IT assistance across various levels, from simple local issues to emergencies affecting entire industrial plants.

- System Verification: Ensured the proper functioning of audio and IT systems in a public service capacity, supporting the integrity of court proceedings.- Audio Recording: Conducted direct sound recordings of criminal testimonies at the Ivrea (TO) and Turin courts, ensuring accuracy and clarity for public records.- Technical Issue Resolution: Responsible for promptly addressing any technical issues that could impede the thorough and comprehensive recording and transcription of court proceedings.- Transcription: Provided timely and precise transcription of speeches during court proceedings, ensuring that all spoken content was accurately documented for legal purposes.- Material Submission: Managed the submission of recorded material, including audio files and transcriptions, to ensure accessibility and accuracy for legal processes.

- Field and Office Activities: Conducted field and office tasks to collect information on local areas and inhabitants.- Data Collection: Gathered demographic data both in paper form and electronically, ensuring accuracy and completeness.- Documentation: Prepared reports on incomplete or pending forms, maintaining thorough records for follow-up.