Riccardo Pastena

Riccardo Pastena

IT Specialist  

Work experience

Work experience
Jun 2014 - Present

 Solution Specialist   

Roche Polska Sp.zo.o. 
  • Provide 2nd line support on bespoke applications;
  • Identify and troubleshoot applications and database issues;
  • Incident management;
  • Work alongside the 1st Line Support and Business Support teams to prioritize and resolve issues to agreed timescale;
  • Log, research, and accurately resolve complex customer inquiries and problems in a timely manner;
  • Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction;
  • Assist with the development & design of additional software functionality as per requirements;
  • Work with internal teams i.e. DBA's, Developers, Deployment and Release Managers to ensure high standards are met;
  • Work proactively to prevent increased ticket load through problem identification, knowledge management contributions and proactive internal and external communication;
  • Deal with escalations and ensure they are monitored until closure;
Jan 2014 - Jun 2014

NetReveal Operational Support 

BAE Systems Detica Sp.zo.o. 

NetReveal Support Technician providing risk, fraud and compliance solutions to financial services and government clients across the globe.

Aug 2008 - Dec 2013

Network system administrator and Windows Specialist 

Studio Amati S.r.l 
  • Administrator of network and of systems based on Windows XP , Server 2003 and 2008, Windows 7, linux debian computing platforms.
  • Layout of VOIP technologies based on SIP protocol for audio conference systems in conference rooms using Konftel hardware (IP301) and similar devices, knowledge and setup of Cisco Telepresence UMI systems, wireless nets and 802.1x validation on wired lan.
  • Development of Visual Basic Macro and Office Automation.
May 2013 - Dec 2013

IT Analyst & Quality Auditor 

SAVVIS, a CenturyLink Company
  • CA Service Desk Analyst for Thermo Fisher and Fisher Scientific
  • Remote Troubleshooting on issues related with: Windows, Active Directory, Citrix , AS400, Exchange, Oracle, SAP, VPN, DirectAccess. Quality Auditor (calls/tickets) in the Continual Service Improvement stage of ITIL
  • Continual Service Improvement
  • Service as a value
Jan 2013 - May 2013

Microsoft System Administrator

MSSI s.r.l. s. 
  • Administrator of network and of systems based on Windows XP , Server 2003 and 2008, Windows 7, linux debian computing platforms.
  • Administration of VOIP PBX equipment with software 3CX.
  • Remote troubleshooting for few italian private companies with task and duties concerning network configuration, Active Directory & Exchange administration, H24 monitoring of services and backup provider with Windows Powershell and Robocopy Suite.
  • WMWare Virtual machine installation and managing for project of development and testing.
Jan 2006 - Jun 2007

Network system administrator

Enterprise Digital Architects s.p.a.
  • Configuration of Pix, VPN, CSM, Cisco equipment, Marconi, IBM and Network Monitoring. Assistance and configuration for the project “Telelavoro su ADSL” INAIL.
  • Active participation in the construction of the SPC Net (Sistema di Pubblica Connettività) sponsored by CNIPA.
  • Service Improvement tasks
Oct 2002 - Dec 2005

Windows NT,2000, XP Network System Administrator 

C. S. I.-Information & Communication
  • Server and Workstation configuration on Windows like operating systems.
  • Remote Troubleshooting on servers and workstations located over the entire Italian territory.
  • Configuration of network equipment, arrangement of Wireless net and participation to the development of a Network Monitoring software, “Netcure” Hp Openview certified.


1996 - 2001

Classical Studies

Istituto Internazionale Giovanni Paolo II

Classical Studies Diploma (High School). Score 73/100


Jan 2014 - Present

Microsoft® Certified Solutions Expert


LICENSE E569-2832

Jun 2013 - Present

Microsoft® Certified Solutions Associate


LICENSE  E343-8558 and  E326-9759

Jun 2013 - Present

Microsoft® Certified Technology Specialist


LICENSE  E310-2150 and 

Mar 2015 - Present

ITIL® Foundation Certificate in IT Service Management


LICENSE 53091 60.20378685

May 2013 - Present

Microsoft Certified Professional


LICENSE  E343-8559 and  E259-4775

Jun 2013 - Present

Microsoft® Certified IT Professional


LICENSE  E333-4234 and  E326-9757