Research Consultant

• Jun 2021 - Present

Azure Networking Support Engineer

• Dec 2020 - Present

The Impact I have:Represent Microsoft and communicate with consumer customers via Chat, telephone, written correspondence, electronic service regarding finding solutions for technically complex problems identified in Microsoft software products, by providing technical support.Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; Be responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Constant collaboration with Support Engineers at different levels and technology area. Report software bugs and customer suggestion to the product group to help improve our tools and processes.Technical skills:Experience with systems administration, network administration, IT administration, systems development, network operations, software support, IT consulting or related.TCP/IP protocolsSolid foundation and background in Microsoft products and technologiesKnowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/sFamiliar with packet sniffers: Wireshark or Network MonitorSoft Skills:Passion for technology, problem solving, and customer supportabilityAbility to understand the customers best interests in terms of problem impactAbility and motivation to learn behaviors of unfamiliar components/technologies as neededAbility to discovery, recognize and assess alternate solutions to a problemLeadership - handle technically challenging and politically hot customer situationsStrong communications skills - excellent spoken and written communication skills and the ability to present complex technical issues clearly and concisely to a general audienceAbility to develop and nurture relationships over long distances and remote technologies like TeamsLogical and critical thinking Show less

Partner Center Support Engineer

• Jan 2019 - Dec 2020

In this position, I ensure that all Microsoft customers are satisfied with the effectiveness and efficiency of the support they receive. I manage cases and sub-cases to ensure timely and high-quality communication with customers and resolution of all issues. I follow through on customer commitments with courtesy and a sense of ownership. I developed a relationship with both the customer and technical peers for the technology they support and related technologies so as to ensure improved collaboration and satisfaction in support.Qualifications: Exceptional interpersonal and communication skills - both written and verbal; Very good level of English and Italian language, B1.1 French; Ability to handle customer situations with empathy and ownership; Able to think critically and logically under pressure to resolve technical issues; Absolute commitment to customer service and a "can-do" attitude; Customer Advocacy; Knowledge of M365 suite, Microsoft products.Acquired skills and knowledge: PowerShell, english, italian, #VPN, #Voip, #DHCP, #DNS, #networking; Time management, Microsoft Azure, Microsoft Teams, Social skills: communication and networking skills; adaptability; Ability to work in a team; Ability to assimilate information and updated knowledge; earnest; perseverance; Punctuality. Show less

Credit and Collections Analyst

• Jul 2017 - Jan 2019

- Analyze customer financial condition and authorize customer credit lines - Communicate customer issues to Operations and/or Sales Recommend credit extensions and/or legal action where necessary - Minimize bad debt risk, maximize accounts receivable collections - Reconcile customer statements/billings - Analyze customer financial statements. - Provide financial order management support to Sales and Marketing personnel to control credit exposure, effect timely payment, and minimize risk of customer disputes. - Conduct collection calls and customer visits to collect Accounts Receivables. - Negotiate customer disputes to resolution and documents root cause. - Provide customer service and develops relationships with internal/external customers and suppliers. - Maintain accurate credit files and collection files. Maintain electronic collect notes for each customer account. - Market, train, counsel, advise, and communicate credit department policy and procedures to company personnel. - Participate in major department projects and take an active role in cross-functional teams to assist in driving quality improvements, processes, and initiatives. Show less

Quality Assurance Analyst ´- Amazon

• Oct 2016 - Jul 2017

- Monitor and coach/ mentor agents on a daily, weekly, and monthly basis for quality improvement; - Assist in developing and streamlining quality procedures - Perform Quality of service analysis on Agent and Team level - Contribute to the alignment with Team Managers and Quality Team to develop agent and team specific action and development - Arranging frequent specialize meetings/workshops in order to improve the knowledge of the agents - Communicate performance related indicators into the Team and back to the Management - Maintain quality reports at Agent and Team level - Coordinating staff recruitment and selection process Acquired skills and knowledge: Leadership, technical support, Communication skills, Teamwork, Empathy, team motivation, calm and patience in working with people, recruitment skills, analysis and deep dive skills, reporting skill, mentoring skill Show less

Technical Support Lead

• May 2016 - Oct 2016

IT / Telecom Technical Support - Sunrise Communications AG: internet, landline and mobile network tech support and sales - Inbound/OutboundResponsibilities:In charge of troubleshooting and problem solution;Random tickets/cases viewed in order to improve the quality and the technical knowledge.Checking 1st lvl technical tickets and escalate them to 2nd lvlUsing Citrix, Clarify, Remedy, WSG, XIP, ACS, CSI, PCRF, Infoscreen, other Tech&Network tools.Weekly meetings with 2nd level in order to improve the technical troubleshooting based on the new technologyand customer requests. Responsible to view, correct and send required cases to 2nd level.Periodical trainings to develop the necessary knowledge through various methods and with different topics.Offering feedback and keeping workshops in order to improve the technical knowledge of the agentsService Level Management: Inbound monitoring to achieve an optimal SVL/ACC vs FC.Weekly meetings to improve the performance of the agents in an optimal way and also to ensure the fulfillmentof the necessary targets of the project: NPS, SR, AHT, Sales.Acquired skills and knowledge:Leadership, technical support, Communication skills, Teamwork, Empathy, Problem solving skills, teammotivation, calm and patience in working with people Show less

Specialist IT Technical Support 1st lvl ( Italian and English)

• Jul 2013 - Oct 2016

The position held included workshops presentations for the agents, verifying and forwarding technical tickets, supervising agents, providing agents with feedbackMy responsibilities are:- checking 1st lvl technical tickets and escalate them to 2nd lvl - support for team members on critical cases- offering feedback and keeping workshops in order to improve the technical knowledge of the agents- Customer Care, Network and Sales, Datebase program (Clarify), Technical programs (Citrix, WSG, ACS, XIP, CSI)- Successful completion of training and testing, excellent knowledge of the applications used, procedures and instructions, providing support to the other agents in the project Show less