Download PDF

Profile

  • Competitive attitude and entrepreneurial spirit.
  • Able to handle challenges, proven history of increased productivity.
  • Possess strong commitment to team environment dynamics with the ability to contribute expertise and follow leadership directives at appropriate times.
  • Self-starter; can be depended on to complete a task under minimal supervision
  • People oriented; enjoy working directly with customers and the general public
  • Strong work ethic

Work History

Apr 2016Current

Cisco Network Consultant

Sutherland Global Services

Handle voice, email and chat contacts for Cisco products on routing, switching, security, storage, wireless and VoIP.
Troubleshoot and resolve issues, hands-on problem simulation, using lab environment.
Document and update customer issues/resolution in English as per the defined process using internal tools.
Develop technical reference materials based on issues learned during call handling.
Follow appropriate escalation procedure.
Attend training programs and meetings.
Work in a team-based environment, achieve customer satisfactions targets.
Acquire and maintain CCNA certification.
Demonstrate initiative to grow one's technical skill sets and earn additional Cisco certifications.
Close customer cases in a timely manner.
Exercise good judgment regarding managing case load and seeking consultative help.
Provide exceptional customer service people skills.
Assist team members when asked in order to close customer cases.
Adhere to the rules, regulations and security policies of Sutherland and Cisco.

Jun 2013Mar 2016

AppleCare Advisor - Italian Mac+ Department

Teleperformance Hellas

Main duties:

•To provide basic to complex support to Apple customers on Apple products, systems, peripherals and software

•Logging of calls from customers into an Apple internal database and escalate issues to the appropriate department following escalation procedures whenever necessary.

•To provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times.

•To provide feedback on a daily basis to the supervisors new emerging issues that have been discovered

•Provide complete and appropriate technical solutions for iCloud, Apple ID, iOS devices (iPhone, iPad, iPod), Apple Watch, Beats and Mac users via phone and email.

•Listening attentively to customer needs, gain agreement on the resolution and bring the issue to conclusion.

•Teach and educate customers on support options.

•Adjust your approach to all levels of customer experience.

Apr 2012Jan 2013

Art Director / Event Planner

Municipality of Maiori

Responsible for the village of “Erchie” for the management of the touristic season. 

Main purposes:

Budget management and Funds raising, keeping relationships with local touristic operators, artists and service providers.

Promoting and advertising the events through social networks and specific websites as well as posters and flyers.

Sep 2008Mar 2012

Sales Advisor (Part-Time)

Promogei

Promogei was a company based in Naples.

Its main business was to sell personalized gadgets for advertisements based on customer's requests and to support them in their projects with specific solutions.

My own purpose  was to suggest and provide the best product/solution for every customer to drive the sell and meet customer's expectations.

Education

Sep 2009Feb 2013

Bachelor of Arts

University of Salerno

Final mark: 105/110

Main subjects: PR, Marketing, Event management, Cinema, Theatre, Music, Art History

Sep 2003Jun 2008

High School Certificate

ITI Enrico Medi

Final mark: 84/100

Main subjects: Mathematics, Computer programming, Problem Solving, English, Networking

Skills

IT Skills:

Networking: Solid understanding of TCP/IP protocol suite, LAN switching technologies, IP addressing and subnetting,  Routing Protocols (OSPF, EIGRP, BGP), IP Services (DHCP, NAT, Access Lists, FHRP, SNMP), WAN Technologies (MPLS, Frame Relay, VPN), excellent knowledge of the entire line of Cisco Small Business products

Computer programming: Basic understanding of shell scripring to automate networking and Linux system administration tasks

Linux: Solid understanding of Linux system administration, experience in configuring aggregated network links, configure and perform IPv6 Troubleshooting, route IP traffic and create static routes, use firewalld and associated mechanisms such as rich rules, zones and custom rules to implement packet filtering and configure NAT, modify and set kernel runtime parameters, configure the system to authenticate with Kerberos, configure SELinux to support services and allow them to use non-standard ports, install and configure web servers such as Apache and Nginx, configure a caching-only DNS, configure an SMTP server, configure key-based authentication wish SSH, install and configure databases such as MariaDB

Excellent knowledge of the entire line of Apple products

Certifications

2016Present

CISCO CCNA Routing & Switching

Cisco

https://cisco.com/go/verifycertificate

Verification code: 425214169362GLBG