Experience

ICE Flex

• Italy
• IT Services and IT Consulting

• Customer Support Manager

  • Nov 2020 - Present



Epson Italia

• Italy
• Computer Hardware Manufacturing
• 100 - 200 Employee

• Quality Control Specialist

  • 2019 - 2020

  Coordino e gestisco le attività di controllo della qualità del prodotto e del processo produttivo, assicurandomi che sia della migliore qualità possibile. Insieme ai Buyer e al Responsabile di Divisione, concordo i requisiti e i valori tecnici di riferimento dei materiali utilizzati, e sottopongo a verifica periodica i contratti con i fornitori, controllando che i requisiti vengano rispettati.Elaboro le procedure per controllare il flusso di produzione assicurandomi il raggiungimento della migliore qualità.Effettuo verifiche ispettive e test di conformità come da protocollo delle Agenzie delle Entrate.Controllo e responsabilità sui processi ISO 9001, verificando gli standard di qualità definiti dalla Direzione.Programmare e realizzare attività di audit interno sui processi e sulle aree funzionali, per assicurare che esse si svolgano nel rispetto delle procedure del sistema qualità.Attraverso il gestionale SAP effettuo ordini di acquisto alla casa madre, ordini di conto/lavorazione e vendita verso fornitori/clienti gestendo l’approvvigionamento delle parti al fine di evitare sospensioni di produzione.Seguo, in base agli ordini e alle direttive della direzione, le spedizioni verso i clienti.



Inspired Gaming Group

• United States
• Gambling Facilities and Casinos
• 300 - 400 Employee

• Manager Customer Support Services

  • 2011 - 2018

  I followed the company from the start-up phase in 2011, first as a Team Leader and then as Customer Service Manager, becoming the point of reference between the Company and the Customer. Drafting of procedural and technical manuals, Service and Change Management. Responsibility for coordinating adn supervising all activities for VLT (Configuration, installation, Colladuo, Go-Live, Service Incident Management of Vlt’s terminal)Classification, diagnosis and related closing of the 2nd / 3rd level tickets. Management of customer / supplier escalation. Training courses at customer sites and monthly meetings for performance analysis. Handling of Terminals (VLT) on the national territory. Creation of analysis reports following constant monitoring of the quality of customers / suppliers, implementing corrective actions aimed at optimizing costs and increasing performance (SLA controll). Personnel and Resource Management with the creation of work shifts. Information systems management: Server, CRM, switchboard, UMS, WorkStation, Mobile, SAP / AS400. Active support in the management of the company facilities. Collaboration with all departments (Sla Controll, Field Service, Repair Center and Logistics) with the aim of optimizing and improving the services offered by implementing the necessary strategies to ensure the efficiency of remote operational services, in compliance with the KPIs assigned by the Company. Control and responsibility on ISO 9001 processes, verifying the quality standards defined by the Management. Program and implement internal audit activities on the processes and functional areas, to ensure that they are carried out in compliance with the quality system procedures.

• Remote Services Team Leader

  • Apr 2011 - Dec 2012

  Team Leader Remote Services - Remote Assistance on the VLT: Installations of VLT Terminals - Remote Configuration and Control of VLT Precollauding and Testing in Rooms. Vlt Resite and Density Increase, Vlt Terminals Live Setup.Contents update, Enable / Disable.Classification and diagnosis of 2nd level ticket Service Incident Management and remote resolution. Closing of tickets at 2nd level



Asystel S.p.a

• It Support Specialist

  • Jun 2010 - Apr 2011

  Setup, installation and maintenance of the corporate network, servers, clients, printers, fixed telephony, mobile and voip. Installation, configuration and maintenance of company software, IT training of staff and startup of new users Setup, installation and maintenance of the corporate network, servers, clients, printers, fixed telephony, mobile and voip. Installation, configuration and maintenance of company software, IT training of staff and startup of new users



Project Communications S.p.a

• United States
• Advertising Services

• Technical Team Leader

  • Jun 2006 - Jun 2010

  Management of Telephone Systems (Teles S100, Teles S512 and MERA MVTS) - Interconnection activities with new Customers / Suppliers - Monitoring of telephone traffic in Voip and Tdm, with technical and administrative analysis - Management, installation and customer assistance of Mail-Servers ( Dns Server) and Web-Servers - Help Desk and management of internal company networks - Management of the entire technical department. Management of Telephone Systems (Teles S100, Teles S512 and MERA MVTS) - Interconnection activities with new Customers / Suppliers - Monitoring of telephone traffic in Voip and Tdm, with technical and administrative analysis - Management, installation and customer assistance of Mail-Servers ( Dns Server) and Web-Servers - Help Desk and management of internal company networks - Management of the entire technical department.



Banca Commercio e Industria

• Banking

• It support Specialist

  • Sep 2004 - Jun 2006

  2° and 3° level technical support for laptops, Desktop PCs, PDAs, Workstations, Desktop PC configurations, printers and business software.Remote management / troubleshooting 2° and 3° level technical support for laptops, Desktop PCs, PDAs, Workstations, Desktop PC configurations, printers and business software.Remote management / troubleshooting