Summary

Career ObjectivesKnowledge / Category Manager - KM (Knowledge Manager) CKO (Chief Knowledge Officer) Technical Leader – Mentor – Senior HelpDesk – Micropayments – eCommerce – SEOPersonal ProfileCreative, pro-active, responsible, details-oriented, curious, self-starter, dynamic, open-minded, easy-going, able to work with no or minimal supervision and also as team player, willing to learnI have been IT Service Support Field Engineer and Help Desk Remote Desktop Analyst;Contact Center Analyst, Mentor and Trainer; Editor (Knowledge Base, Tutorials, FAQs);Project Coordinator and Process Definition Analyst for Tech Support Activities; Business Developer

Work History

Work History
Apr 2009 - Present

Free Lance Consultant

Free Lance

Free Lance Consulting for Internet Micropayments, Digital Content Protection, Premium Rate Numbers, Domestic SMS, Web Traffic Generation, Web Content Management and Web Ranking

Jun 2006 - Mar 2009

B2B Webmaster Support Manager

123Ticket - EGI

Handling Tech Support Requests via Ticket System, Chat, eMailInstalling Customers’ Web Paysites with digital content Editing and maintaining Internal Blog, Knowledge Base and FAQsFeaturing CRM: Internal Portal, Wordpress, Lore, Cerberus

Apr 2005 - Jun 2006

Trainer

Sellbytel

Trainer for Unix, Microsoft Outlook and Logical Troubleshooting

Apr 2005 - May 2006

Senior TechSupport & Remote Engineer

General Electric Oil&Gas

Help Desk Tech Support for the Energy – Oil&Gas ProjectMicrosoft Exchange Server 2000 Administrator, VPN Connections, ACE Administrator, Outlook 2K/2003, Remote Desktop SupportFeaturing CRM SupportCentral – HP Help Desk

Dec 2003 - Nov 2004

TechSupport & Customer Relation Executive

Apple Computer

HelpDesk Tech Support Analyst and Customer Relation Executive for the Italian/English/Spanish MarketFaulty-Unit Replacement, Escalations, AppeasementsRepairs Follow-Up with ADT (Apple Repair Center in Holland), and Italian Apple Service ProvidersTrainer and active resourse for new TechSupport and Customer Relations AgentsFeaturing CRM Vantive – PeopleSoft 8 - SAP

May 1998 - Dec 2003

CEO

hyperbit

Computer Sales and Web Hosting Services based on Linux

Jul 1991 - May 1998

Art Director, Conceptions & Planning of Broadcast Production

RMS

Art Director, Conceptions and Planning of Broadcast Production

Education

Education
Sep 2000 - Jun 2002

Humanities Computing

UNIPI

Skills

Skills

Affiliation Platform

SMS, Phone and Credit Card Billing, Affiliation and Billing Aggregation (NATS, MPA3), Premium Rate Numbers, Domestic SMS ShortCodes and KeyWords, Digital Content Protection through Apache .htaccess or php+DDBB

SEO

Web Ranking, Alexa, Traffic Management, Google AdWords, Google AdSense and their alternatives, OnLine Advertising, KeyWords and Positioning

System Admistration

VPN, RSA, Dameware, VNC, ACE Administrator, Outlook

Help Desk

Managing (handling, escalating, taking ownership) incoming Support Request Tickets, eMail, Chats; addressing or solving customers queries, knowledge of Support Software (Vantive, SAP, PeopleSoft 8, SupportCentral, Salesforce, Lore, Cerberus)

Apple

Apple Mac OS X and iPhoneOS

Web Development

HTML, PHP (as editor/tester, not developer), Wordpress, Joomla, Lore

LAMP SysAdmin

LAMP (Linux Apache MySQL PHP Web Servers) – Debian, Redhat, CentOS – WebMin, Ensim, cPanel, DirectAdmin, SSH client/server, phpMyAdmin, FTP client/server

Microsoft Operating Systems

Microsoft from MS DOS to Windows Vista and Windows 7

Computer Hardware

Building, fixing, upgrading computers and TCP/IP Networks. Testing hardware and software products. Knowledge about Windows PCs, Apple and Linux Servers

Other Languages

I understand Catalá, written French and some German

Spanish

Spanish (Written and Spoken: very good. I live in Barcelona since 2004)

Italian

Italian (Native speaker. I have been studying in Italy)

English

English (Written and Spoken: Very good. I have been living in Ireland and Germany and part of my family is from San Francisco, USA)