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Germano P.
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Italian Native or bilingual proficiency
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English Native or bilingual proficiency
Bio
Credentials
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Analyze Data to Answer Questions
GoogleApr, 2023- Apr, 2026 -
Data Analysis with R Programming
GoogleApr, 2023- Apr, 2026 -
Google Data Analytics Specialization
GoogleApr, 2023- Apr, 2026 -
Microsoft MS-900 Certification: M365 Fundamentals
UdemyApr, 2023- Apr, 2026 -
Process Data from Dirty to Clean
GoogleApr, 2023- Apr, 2026 -
Share Data Through the Art of Visualization
GoogleApr, 2023- Apr, 2026 -
SQL for Data Analytics and Business Intelligence
UdemyMar, 2023- Apr, 2026 -
Ask Questions to Make Data-Driven Decisions
GoogleMar, 2023- Apr, 2026 -
Data Science 101 - (DS0101EN, provided by IBM)
Cognitive ClassMar, 2023- Apr, 2026 -
Data Science Methodology (DS0103EN, provided by IBM)
Cognitive ClassMar, 2023- Apr, 2026 -
Data Science Tools (DS0105EN, provided by IBM)
Cognitive ClassMar, 2023- Apr, 2026 -
Foundations: Data, Data, Everywhere
GoogleMar, 2023- Apr, 2026 -
IBM Agile Advocate
IBMMar, 2023- Apr, 2026 -
Prepare Data for Exploration
GoogleMar, 2023- Apr, 2026 -
Enterprise Design Thinking Practitioner
IBMSep, 2022- Apr, 2026 -
IBM Agile Explorer
IBMAug, 2022- Apr, 2026 -
People Skills - Communication, Presentation, Collaboration, and Problem Solving
IBMAug, 2022- Apr, 2026 -
People Skills - Resilience, Growth Minded, Learning Agility, Time Management
IBMAug, 2022- Apr, 2026 -
IBM Growth Behaviors
IBMJul, 2022- Apr, 2026 -
Windows 10: Administration
LinkedInJan, 2021- Apr, 2026 -
Windows 10: Troubleshooting for IT Support
LinkedInJan, 2021- Apr, 2026 -
CompTIA A+ (220-1001) Cert Prep 7: Understanding Networking
LinkedInAug, 2020- Apr, 2026 -
CompTIA A+ (220-1001) Cert Prep 6: Physical Networking
LinkedInJul, 2020- Apr, 2026 -
Office 365 for Administrators: Troubleshooting Issues for Users
LinkedInJul, 2020- Apr, 2026 -
Microsoft Collaboration: SharePoint, Teams, and Groups
LinkedInJun, 2020- Apr, 2026 -
CompTIA A+ (220-1001) Cert Prep 4: Storage and Peripherals
LinkedInApr, 2020- Apr, 2026 -
CompTIA A+ (220-1001) Cert Prep 5: Display Technologies
LinkedInApr, 2020- Apr, 2026 -
CompTIA A+ (220-1001): Cert Prep 3 Core Hardware
LinkedInApr, 2020- Apr, 2026 -
CompTIA A+ (220-1001) Cert Prep 1: The Basics
LinkedInMar, 2020- Apr, 2026 -
CompTIA A+ (220-1001): Cert Prep 2 Microprocessing and RAM
LinkedInMar, 2020- Apr, 2026 -
Microsoft Teams Tips and Tricks
LinkedInMar, 2020- Apr, 2026 -
OneDrive for Business Essential Training
LinkedInMar, 2020- Apr, 2026 -
CompTIA A+ Cert Prep (220-901 and 220-902): The Basics
LinkedInFeb, 2020- Apr, 2026 -
Microsoft Office 365: Administration (2019)
LinkedInJun, 2019- Apr, 2026 -
Learning ServiceNow
LinkedInJun, 2018- Apr, 2026 -
IT Help Desk for Beginners
LinkedInJun, 2017- Apr, 2026 -
Cisco Certificate: Essential 1
CiscoJan, 2009- Apr, 2026 -
Cisco Certificate: Essential 2
CiscoJan, 2009- Apr, 2026 -
Cisco Certified Network Associate Industrial (CCNA I)
CiscoJan, 2009- Apr, 2026 -
Microsoft 365 Certified: Administrator Expert (MS-102)
MicrosoftMay, 2024- Apr, 2026 -
Microsoft 365 Certified: Teams Administrator Associate (MS-700)
MicrosoftMay, 2024- Apr, 2026
Experience
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Escalation Engineer
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Jun 2023 - Present
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IBM
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London, England, United Kingdom
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IT Support - Subject-Matter Expert (SME)
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Jan 2021 - Jun 2023
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London, England, United Kingdom
• Act as 2nd line support, being the escalation point for technical or procedural queries from the 1st line engineers• Built and maintain Reports and Dashboards on ServiceNow to monitor trends and KPI• Create weekly/monthly reports to be presented during meetings with stakeholders, Managers, Team• Perform quality check to spot inconsistencies or opportunities• Create presentations and host weekly meetings using Agile approach to keep the team updated with procedures/way of working• Extensive use of ServiceNow, also hosting training sessions • Collaborate with the ServiceNow team as being part of the testing group for any new features/releases• Build and maintain relationships with other teams and POs• Provide 1st & 2nd line technical support on rotationTools/system in useAzure AD, Azure Intune/ End Point, Exchange, O365, Windows 10/11, MacOS, HyperV, Networking (VPN, DNS, TCP/IP), Trello, Jira, Slack, Cisco Webex, Cisco Jabber, Five9, MFA, Box, Code 42, HCL Notes
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United Kingdom
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Retail
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700 & Above Employee
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IT HelpDesk Analyst
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Aug 2017 - Dec 2020
• Built and maintain Reports and Dashboards on ServiceNow to monitor trend and KPI• Analyze data/reports to identify trends, recurring issues and helpdevelop a business plan with the relative stakeholder• Make sure all deadlines are met and issues are resolved within SLA• Communicate and collaborate with other teams• Follow and update various documentations to support clients• Manage accesses through Active Directory database, O365 Admin orExchange to ensure all users have the permission required• Manage the enterprise's devices using MDM solutions• Provide 1st & 2nd line support over different countriesTools/system in useActive Directory, Exchange, Office 365, Microsoft Teams, VMware Horizon, ServiceNow, Jira, CISCO Meraki, Voip server IPFX, TeamViewer, Windows 10, CISCO SCCM & MDM, Remote Desktop, RDP, TCP/IP, DNS, DHCP. VPN, Bitlocker, Multifactor authentication.
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Assistant Store Manager
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Jun 2015 - Aug 2017
• Analyze data to identify peak times and design the team rota• Analyze data about products sold and then develop a business plan• Analyze the data to ensure the correct level of stock is ordered/retained• Support the Area Manager with presentations, meetings, reports• Drive the business to hit the required targets and grow sales/profit• Provide an amazing customer service through my team• Recruit, support, lead and constantly communicate with the team
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Agency 3P
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Sicily, Italy
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Sales Manager for Broadband Companies
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Apr 2013 - Mar 2015
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Sicily, Italy
• Analyze data about sales to spot trends and opportunities• Create a business plan based on data-driven decisions to increasesales in areas of opportunities• Build strong relationships with clients and manage customer portfolio• Create reports to visualize KPI and stats for the team• Promote, advise and sell telecommunications services• Frequently update my knowledge about IT\Broadband's services• Recruit, train, support and manage a sales team• Manage the negotiations in all its phases
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Giuvercall
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Sicily, Italy
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Sales Manager for Broadband Companies
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Jan 2013 - Apr 2013
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Sicily, Italy
• Analyse the data about sales to spot trends and opportunities• Create a business plan based on data to increase the sales in areas of opportunities• Promote, advise and sell telecommunications services • Build strong relationships with clients and manage customer portfolio• Create reports to visualise KPI and stats for the team• Frequently update my knowledge about IT\Broadband's services• Recruit, train, support and manage a team of sellers • Manage the negotiations in all its phases
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Team Leader & Instructor, Italian Army
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Dec 2010 - Dec 2012
• Lead and support my team in any kind of activity • Train the new soldiers in the rifleman' s course• Lead by example, advise and develop my team• Provide security service when required
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Catania Lifeguard association
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Sicily, Italy
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Lifeguard
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2006 - 2010
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Sicily, Italy
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Education
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2016 - 2016ICQ
NVQ Level 3, Business Supervision & Leadership -
2012 -
Chamber of commerce of Catania
Master, Business & Commerce -
2009 -
Università di Catania
Bachelor's degree, Mathematics and Computer Science -
2004 - 2009
I.T.I.S. E. Fermi
Diploma: IT - Technical Expert Computer, Computer/Information Technology Administration and Management
Suggested Services
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Industry Focus. “IT Services and IT Consulting”
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