Amedeo Possagno
L2 Support analyst
Dubai
Summary of Career
1. Build long term trust relationships with internal stakeholders and external partners.
2. Leading internal customers to support digital transformation processes.
3. Able to handle multiple simultaneous end user service requests with complete accuracy. I work well independently or part of wide tech support team.
4. Effective communicator & team leader with experience in successfully prioritizing multiple tasks, coordinating multiple teams and resources.
5. Delivering tracked projects on time by deploying best in class technical operational problem solving and customer service skills.
6. Focused around client’s needs, on SLAs and KPIs with confidence determination and passion.
7. Technical coordination of 50 agents team in multicultural Service Desk.
8. Implementing new solutions and train the team when required.
9. Worked with Design Authority for Wi-fi implementations during the migration to a different domain with following recognition by Alstom client
10. Principal presenter of client’s solutions
Experience as IT On Site Support
Pavan Ernesto & Figli S.P.A.
10 September 2012
30 September 2016
• Provisions and maintains end-user computing equipment, such as desktop\laptop and peripherals.
• Working closely with third party companies in case of complicated issues.
• Tracks and manages IT assets in accordance with IT operations policy and procedures.
• Report directly to company’s owners in case of outage.
Experience as L1 Support Analyst
HCL Technologies Ltd
06 October 2016
31 October 2017
• Support Alstom transition process as member of service desk team.
• Managing backlogs (web tickets / reopened tickets / vendor tickets / email tickets) on ServiceNow.
• Working closely with L2 support for knowledge increase, reporting of new cases.
• Handling of difficult cases and cases involving dissatisfied end users.
• Handling of elevated-priority tickets (around 40 per day) in a timely manner to ensure SLAs are respected.
• Provide 1st Line support for end user all over the world (phone, chat and emails).
Experience as L2 Support Analyst
HCL Technologies Ltd
01 November 2017
31 December 2018
• Working closely with Design Authority for new Wi-Fi implementations and solutions.
• Delivered a training program for 10 new joiners.
• Strong desktop system internal support experience.
• Windows server specialist covering GAM (General Account Management) role.
• Floor support for L1 agents (+50) in order to meet KPI\SLA customer’s requirements.
• Windows remote desktop specialist (RDS role)
• Expert in WAN\WIFI\VPN related issues.
• Public key infrastructure expert
• Supporting users remotely, over the phone and by email.
Intermediate 01 September 2012
ITIS Max Planck Treviso, Italy Electronic EngineeringIntermediate 01 July 2012
Electronic Engineering