L1 and L2 Technical Support Engineer
Aurea
Keywords
Skills
Microsoft Server, Client operating systems, Common End-user Software, SaaS software and web, Active Directory, DNS, DHCP, IIS, Windows Server 2012 R2, Linux CentOS, Windows, Postgres, database, Web Services, Slack, Skype, GoToMeeting, Salesforce, Jira, Kibana, Putty, CMS, Joomla, Wordpress, cPanel, Plesk, HTML, CSS, jQuery, routers, GPS, CRM, Zendesk, MS Office, Windows Server 2003, Windows 2008 R2/Windows Server 2012/SBS2003/WinXP/Vista/7, Exchange, Exchange 2003/Exchange 2007, TCP/IP, backups, WSUS, Virtualization, VMware, Hyper-V, Antivirus, Firewalls, MS Office 2003/2007, Windows Server 2008R2/Windows Server 2012/WinXP/Vista/Win7/Win8, HP servers, Microsoft Office, Windows 2008 R2/SBS2003/WinXP/Vista/7, IP, Citrix, Windows Server 2003/2008, Exchange 2003/2007, Windows XP/2000/2003/SBS2003, Virtual Server 2005, broadcasting, IBM, Lotus Notes, VPN, MS Access, ASP, Macromedia Dreamweaver, Photoshop CS
Project history
10/2017
-
09/2018
Aurea (work from home)
* Supporting Jive software customers on issues related to the software
* Analyzing logs, running queries and reproducing customer issues in order to
provide a solution
* Writing Knowledge Base articles and carrying out on-board training for new
agents
* Environment: Linux CentOS, Windows, Postgres database, Web Services
* Used tools: Slack, Skype, GoToMeeting, Salesforce, Jira, Kibana, Putty (SSH)
* Support given by email and GoToMeeting sessions
Reason for Leaving
To have some time off to spend with my new born son
* Supporting Jive software customers on issues related to the software
* Analyzing logs, running queries and reproducing customer issues in order to
provide a solution
* Writing Knowledge Base articles and carrying out on-board training for new
agents
* Environment: Linux CentOS, Windows, Postgres database, Web Services
* Used tools: Slack, Skype, GoToMeeting, Salesforce, Jira, Kibana, Putty (SSH)
* Support given by email and GoToMeeting sessions
Reason for Leaving
To have some time off to spend with my new born son
02/2015
-
10/2017
Web Developer
* Building websites using CMS Joomla and Wordpress
* Performing websites maintenance (cPanel, Plesk)
* Modifying themes using custom HTML, CSS and jQuery
* Performing websites maintenance (cPanel, Plesk)
* Modifying themes using custom HTML, CSS and jQuery
09/2014
-
02/2015
Customer Support
5CA
(work from home)
* Supporting customers for different products ranging from routers to IP cameras
and GPS for playing golf
* Used tools: CRM (Zendesk, Salesforce), Skype, MS Office
* Languages: English, Spanish and Italian
* Support given by phone and email
* Supporting customers for different products ranging from routers to IP cameras
and GPS for playing golf
* Used tools: CRM (Zendesk, Salesforce), Skype, MS Office
* Languages: English, Spanish and Italian
* Support given by phone and email
10/2013
-
09/2014
Technical Support
various companies
for various companies
* Installing, maintaining, updating systems (Windows Server 2003/Windows 2008
R2/Windows Server 2012/SBS2003/WinXP/Vista/7)
* Implementing and administering Active Directory
* Group Policy management
* Implementing and administering Exchange (Exchange 2003/Exchange
2007/2010)
* Networking management (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Centralized Administration and patching (WSUS)
* Server Virtualization (VMware and Hyper-V)
* Antivirus and Firewalls administration
* MS Office 2003/2007
* Installing, maintaining, updating systems (Windows Server 2003/Windows 2008
R2/Windows Server 2012/SBS2003/WinXP/Vista/7)
* Implementing and administering Active Directory
* Group Policy management
* Implementing and administering Exchange (Exchange 2003/Exchange
2007/2010)
* Networking management (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Centralized Administration and patching (WSUS)
* Server Virtualization (VMware and Hyper-V)
* Antivirus and Firewalls administration
* MS Office 2003/2007
11/2011
-
10/2013
System Administrator and Customer Support
Effetre Srl
at Effetre Srl (Macerata, Italy)
* Supporting customers
* Installing, maintaining, updating systems (Windows Server 2008R2/Windows
Server 2012/WinXP/Vista/Win7/Win8)
* Implementing, administering and maintaining HP servers, Active Directory,
Exchange (E2K10)
* Managing networks (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Microsoft Office (2003/2007/2010/2013)
* Server Virtualization (VMware and Hyper-V)
* Supporting customers
* Installing, maintaining, updating systems (Windows Server 2008R2/Windows
Server 2012/WinXP/Vista/Win7/Win8)
* Implementing, administering and maintaining HP servers, Active Directory,
Exchange (E2K10)
* Managing networks (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Microsoft Office (2003/2007/2010/2013)
* Server Virtualization (VMware and Hyper-V)
09/2010
-
11/2011
Hardware and Software Technician
E-key Srl
at E-key Srl, (Monte Urano, Italy)
* Building and testing PCs
* Supporting customers: troubleshooting hardware and software issues
* Reviewing hardware products for the company website
Reason for Leaving
Better job position
* Building and testing PCs
* Supporting customers: troubleshooting hardware and software issues
* Reviewing hardware products for the company website
Reason for Leaving
Better job position
09/2009
-
09/2010
System Administrator
for various companies in Italy
* Installing, maintaining, updating systems (Windows Server 2003/Windows 2008
R2/SBS2003/WinXP/Vista/7)
* Implementing and administering Active Directory
* Implementing and administering Exchange (Exchange 2003/Exchange 2007)
* Networking management (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Centralized Administration and patching (WSUS)
* Server Virtualization (VMware and Hyper-V)
* Antivirus and Firewalls administration
* MS Office 2003/2007
* Citrix
* Installing, maintaining, updating systems (Windows Server 2003/Windows 2008
R2/SBS2003/WinXP/Vista/7)
* Implementing and administering Active Directory
* Implementing and administering Exchange (Exchange 2003/Exchange 2007)
* Networking management (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Centralized Administration and patching (WSUS)
* Server Virtualization (VMware and Hyper-V)
* Antivirus and Firewalls administration
* MS Office 2003/2007
* Citrix
06/2007
-
06/2009
Engineer, Desktop PREMIERE engineer
Microsoft Core and Exchange PROFESSIONAL; HP
(Dublin, Ireland)
* Providing high-level technical support through information gathering, analytical
troubleshooting, problem research and taking charge of both customer
engagement and problem resolution
* Completing follow-up actions as appropriate, e.g. dispatch materials, send
communications, escalate problems
* Products supported: Windows Server 2003/2008, Exchange 2003/2007
Reason for Leaving
Looking for a new challenge
* Providing high-level technical support through information gathering, analytical
troubleshooting, problem research and taking charge of both customer
engagement and problem resolution
* Completing follow-up actions as appropriate, e.g. dispatch materials, send
communications, escalate problems
* Products supported: Windows Server 2003/2008, Exchange 2003/2007
Reason for Leaving
Looking for a new challenge
01/2007
-
06/2007
System administrator
ADP Solutions
(Castelraimondo, Italy)
* Maintaining and updating systems (Windows XP/2000/2003/SBS2003)
* Implementing and administering Active Directory
* Managing networks (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Server Virtualization (VMware and Virtual Server 2005)
* Centralized Administration and patching (WSUS)
* Antivirus administration
* Assembling computers
Reason for Leaving
No chances to improve skills and career, willingness to go back to Ireland
* Maintaining and updating systems (Windows XP/2000/2003/SBS2003)
* Implementing and administering Active Directory
* Managing networks (TCP/IP, DNS, DHCP)
* Managing backups and disaster recovery strategies
* Server Virtualization (VMware and Virtual Server 2005)
* Centralized Administration and patching (WSUS)
* Antivirus administration
* Assembling computers
Reason for Leaving
No chances to improve skills and career, willingness to go back to Ireland
09/2006
-
12/2006
Help Desk technician
Etere Srl
(Tolentino, Italy)
* Supporting the application developed by the company concerning a broadcasting
(TV, Radio) software composed by different modules
* Maintaining the network and the connectivity among computers running the
different modules part of the application
Reason for Leaving
It was a short-term contract due to temporary needs of the company
* Supporting the application developed by the company concerning a broadcasting
(TV, Radio) software composed by different modules
* Maintaining the network and the connectivity among computers running the
different modules part of the application
Reason for Leaving
It was a short-term contract due to temporary needs of the company
09/2005
-
08/2006
Customer Technical Assistant
IBM
(Dublin, Ireland)
* Supporting employees of different European companies (English, Spanish and
Italian markets) having issues with the following applications:
Lotus Notes, MS Office, Citrix, VPN
Reason for Leaving
Eleven months contract with possibility to renew it. Some personal
reasons brought me back to Italy at the end of it and I had to stay there
during the following 10 months
* Supporting employees of different European companies (English, Spanish and
Italian markets) having issues with the following applications:
Lotus Notes, MS Office, Citrix, VPN
Reason for Leaving
Eleven months contract with possibility to renew it. Some personal
reasons brought me back to Italy at the end of it and I had to stay there
during the following 10 months
Local Availability
Only available in these countries:
Italy
