Experience

Softworks.com

• Ireland
• Software Development
• 1 - 100 Employee

• Support Specialist

  • Sep 2023 - Present



ServiceNow

• United States
• Software Development
• 700 & Above Employee

• Manager, Customer Success

  • Mar 2022 - Apr 2023



Oracle

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Support Analyst Tech Services IFC

  • Mar 2018 - Mar 2022

  My job consist in providing IT tech support to Hotels trough phone and emails. I am part of a global team providing B2B support all over the world. My product was mainly IFC8 (interface) that is the program that permit the communication and exchange data between Opera Hospitality (Oracle product) and third party vendor like payment system (Example 3C, Elavon/Fusebox) or key system (Example Assabloy) More information of this product can be found here at this link https://docs.oracle.com/cd/E98457_01/opera_5_6_core_help/ifc8_program.htm • Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service. • Implemented remote diagnostics from help desk to help identify causes of issues. • Educated customers by explaining all technology issues in terminology simple to understand. • Handled issues by phone and email at help desk and provided general support, including bug fixes, product updates and resolution of misconfigurations. • Performed network analysis to identify the root cause of the issue (netstat, telnet, ping) • Received and prioritized support requests to maximize resource utilization. • Creating KM (knowledge article) for external user and internal use in order to help the company and customers all over the world • Collaborate with different team (Cloud team, Opera L2 support, Food and beverage department) in order to fix and solve customer's issue • Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Show less



Electronic Arts (EA)

• United States
• Entertainment Providers
• 700 & Above Employee

• Italian Game Advisor/Community manager

  • Sep 2011 - Aug 2018

  I did multiple task and duties while working for EA here a resume of what I did and what I achievied in this company: • My job consisted to resolve Italian customers issue and handle/troubleshoot complicated customer's inquiries via chat, phone and email. • I have monthly, quarterly, and year meeting with my manager in order to review my performance and speak about career development. • Reach targets (KPI) constantly as CSAT (Survey) , average handle time during a phone call or an email and ACW (after contact work). • I was point of contact with ER/CR helping them to translate from Italian to English and English to Italians emails from VIP customer. Helping ER/CR to establish a clear communication with Italian VIP Customers. • Help the company to make Italian language assessments to potential new candidate for the role of Advisor. • Because of my experience on a specific game/product (FIFA) I was part of a small team of advisors in contact with studios. We were giving feedback to developer in order to improve the game. We made change in the game as customer were providing feedbacks to us advisor, ensuring that every player's need were meet. • Work within EA’s vibrant and ever-growing Answers HQ & EA Forums communities by interacting with our players, providing support, engagement and moderation as well as feedback to internal partners regarding in-game and technical issues, including community sentiment. • Participate in regular update meetings with the team, providing insight on top contact drivers, process enhancements and content ideas • Be a public ‘face’ for EA’s Community team on Answers HQ & EA Forums, interacting with thousands of gamers daily on various product boards ensuring every experience with EA across their assigned boards is positive • Be part of a team focused on shaping an engaged and balanced community and helping gamers, leading the front-lines in supporting our customers proactively and in real-time. Show less



hotel primus

• Roma, Italia

• Receptionist

  • Sep 2010 - Sep 2012

  ▪ My main duties were welcoming customers, manage check-in and check-out, responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, fax, or through our central reservation system. ▪ I was tracking future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy and processes cancellations and modifications of our customer ▪ Additional duties sometimes included preparing the list of expected arrivals , assisting in preregistration activities when appropriate, and processing advance reservation deposit. Show less



Foundrytech

• Firenze, Italia

• Sales and Service Representative

  • Apr 2009 - Apr 2010

  ▪ representing in Italy two new foundry situated in India RVE and Synergy. ▪ Present and manage quotation from suppliers to clients and handling all kind of communication between them using email and phone, creating and keeping deadline in order to present quotation from suppliers. ▪ Organize meeting and presentation, traveling all Italy in order to find potential new clients. ▪ representing in Italy two new foundry situated in India RVE and Synergy. ▪ Present and manage quotation from suppliers to clients and handling all kind of communication between them using email and phone, creating and keeping deadline in order to present quotation from suppliers. ▪ Organize meeting and presentation, traveling all Italy in order to find potential new clients.



ETC Foundry

• Ajman, United Arab Emirates

• Interprete

  • Jan 2009 - Apr 2009

  ▪ my job consisted in translate and help communication between Italian engineers and staff/workers inside the foundry. ▪ Workers needed training and knowledge from Italian engineers in order to have better performance at work. I was the person in charge to facilitate communication between them. ▪ By the end of April 2009 efficiency of the foundry increase by 11% ▪ my job consisted in translate and help communication between Italian engineers and staff/workers inside the foundry. ▪ Workers needed training and knowledge from Italian engineers in order to have better performance at work. I was the person in charge to facilitate communication between them. ▪ By the end of April 2009 efficiency of the foundry increase by 11%