Service desk part time

01/09/2020 – CURRENT – Milan, Italy
DESKTOP SUPPORT ANALYST - SYSTEM ADMINISTRATOR - INDIVIOR ITALY AND GERMANY – INDIVIOR
infrastructural support to the staff of clients in Milan (Italy) and Mannheim (Germany) offices by responding to
all incoming service requests for PCs/laptops, iPads and iPhones (Italian, German and English);
support, install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets;
team-work to improve technology within Indivior organization and to enhance the end user experience for both
in-house and remote employees;
answer to calls, chats and emails to fix issues of the desktop environment through service desk/level 2 functions
and daily functional tasks, including upgrading and configurations of computer systems and license tracking;
solid analytical and problem-solving skills with excellent written and verbal communication skills to
communicate complex concepts in a simple manner to Indivior users in Germany and Italy with non-technical
backgrounds;
coordination with Level 3 Technicians/Administrators when I need help to maintain network printers, secure
computers, evaluate and replace computer components, such as memory, hard drive, and optical drives,
among others (in my company there are specific technicians who replace wireless access points, network
switches, and other networking devices as required).
IT Administrative and support service activities http://www.indivior.com/
Corso di Porta Romana 68,, Hermsheimer Str. 3, 68163 Mannheim, Germany, 20122, Milan, Italy

01/04/2019 – 21/08/2020 – Naples, Italy
IT IBM HELP DESK WPP SERVICES GERMAN, ITALIAN AND ENGLISH SUPPORT – INNOVAWAY S.P.A.
- WPP Customers Assistance including Ogilvy, J. Walter Thompson, Young and Rubicam, Kantar, Grey, GroupM, Hill &
Knowlton, WTMS, Fast Solutions.
- Beeing the first point of contact for German, Italian and English WPP customers who need technical assistance over
the phone, email, chat or Self-Service Ticket;
- Diagnostic techniques and pertinent questions in order to perform troubleshooting and understand how to help the
WPP customer;
- Find the best and the quickest solution based on the issue and details provided by WPP customers;
- Once found the solution, assist the WPP customer through the problem-solving process or pass to the next level of
support if the issue can not be resolved from 1st Level Support or CTS 1,5;
- Provide WPP customers all information they need to know;
- WPP User's account's Active Directory Management and troubleshooting;
- Office365 issues troubleshooting;
- LAN, WLAN, VPN, Desk Phone Lines issues troubleshooting (Service Requests or Incident);
- Take Remote control with IBM Big Fix Remote Control or Teamviewer to solve issues or to perform requests (software
install, printer software install) or to take information useful for the 2nd Level Support or for the other resolver groups.
- Trainer of the new WPP Service Desk Agents and coordinator of learning materials with Team Leaders;
Administrative and support service activities https://www.innovaway.it/ Napoli, Italy

01/01/2019 – 28/02/2019
FLS FRONTLINE GERMAN TECHNICAL SUPPORT SERVICES FOR THOMSON REUTERS/REFINITIV - THOMSON
REUTERS (MARKETS) LLC AT AMARIS VIENNA – AMARIS
WORK EXPERIENCE
- Started training about trading and trading softwares such as Thomson Reuters Eikon and Thomson Reuters FX
Trading from January 2019 to February 2019
- I was part of the Technical Team support in German.
Vienna, Austria

08/05/2017 – 31/12/2018
IT IBM HELP DESK WPP SERVICES SUPPORT – INNOVAWAY S.P.A.
- WPP Customers Assistance including Ogilvy, J. Walter Thompson, Young and Rubicam, Kantar, Grey, GroupM, Hill &
Knowlton, WTMS, Fast Solutions.
- Beeing the first point of contact for German, Italian and English WPP customers who need technical assistance over
the phone, email, chat or Self-Service Ticket;
- Diagnostic techniques and pertinent questions in order to perform troubleshooting and understand how to help the
WPP customer;
- Find the best and the quickest solution based on the issue and details provided by WPP customers;
- Once found the solution, assist the WPP customer through the problem-solving process or pass to the next level of
support if the issue can not be resolved from 1st Level Support or CTS 1,5;
- Provide WPP customers all information they need to know;
- WPP User's account's Active Directory Management and troubleshooting;
- Office365 issues troubleshooting;
- LAN, WLAN, VPN, Desk Phone Lines issues troubleshooting (Service Requests or Incident);
- Take Remote control with IBM Big Fix Remote Control or Teamviewer to solve issues or to perform requests (software
install, printer software install) or to take information useful for the 2nd Level Support or for the other resolver
groups.
Administrative and support service activities http://www.innovaway.it Via Adriano, 80126, Naples, Italy

01/09/2016 – 15/04/2017 – Albertus-Magnus-Platz, Cologne, Germany
UNIVERSITY OF COLOGNE – Erasmus
Erasmus Project during Master
Field(s) of study
Social and Philosophical Foundations of Education
https://www.uni-koeln.de/

01/10/2015 – 07/12/2017 – Via Santa Caterina da Siena, 37, Naples, Italy
MASTER'S DEGREE - LINGUE MODERNE PER LA COMUNICAZIONE E LA COOPERAZIONE INTERNAZIONALE 110/110
CUM LAUDEM – Università degli Studi Suor Orsola Benincasa
Linguistic-literary curriculum and working in German and English
Field(s) of study
Humanities
www.unisob.na.it

02/10/2014 – 02/04/2015 – Albertus-Magnus-Platz, Cologne, Germany
UNIVERSITY OF COLOGNE – Erasmus
Erasmus Project during Bachelor
Field(s) of study
Social and Philosophical Foundations of Education
https://www.uni-koeln.de/

01/10/2012 – 15/10/2015 – via Santa Caterina da Siena, 37, Naples, Italy
BACHELOR'S DEGREE - LINGUE E CULTURE MODERNE 110/110 CUM LAUDEM – Università degli Studi Suor Orsola
Benincasa
Linguistic-literary curriculum and working in German and English
Field(s) of study
Humanities
www.unisob.na.it