A

Alessandro D'Ettorre

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ICT SERVICES SUPPORT en Versalis
Barcelona, Catalonia, Spain
Contact Alessandro regarding: 
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Full-time jobs
Starting at EUR38k/year ~USD43.2k/year

Timeline

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Résumé

Jobs verified_user 0% verified
  • Versalis
    ICT SERVICES SUPPORT
    Versalis
    May 2025 - Current (1 year 3 months)
  • Syniti
    Software Support Specialist Tier 2
    Syniti
    Mar 2023 - Oct 2023 (8 months)
    - Managed and resolved assigned support tickets, ensuring compliance with Service Level Agreements (SLA) and meeting end-user expectations. - Developed and maintained troubleshooting methodologies for Syniti products and related technologies, including SQL Server, Windows Server, and S4HANA. - Reproduced and documented software bugs in the support sandbox environment, creating detailed development tickets with step-by-step reproduction guidelines. - Escalated complex technical issues to Tier 3 support, ensuring timely resolution of critical problems. - Identified recurring support issues and collaborated with Documentation and Support teams to create comprehensive knowledge base articles, improving efficiency and self-service capabilities.
  • Syniti
    Software Support Specialist Tier 1
    Syniti
    May 2021 - Mar 2023 (1 year 11 months)
    - Provided prompt and effective initial responses to new support tickets, ensuring compliance with Service Level Agreements (SLAs) and meeting end-user expectations. - Verified ticket accuracy by reviewing form details and ensuring all necessary information was properly captured. - Maintained and updated customer and end-user records to ensure data accuracy and consistency. - Followed standardized procedures for handling requests, including software downloads, license management, feature inquiries, and hosting outages. - Efficiently resolved tickets by leveraging existing resources such as previous support cases, product documentation, knowledge base articles, and internal troubleshooting guides. - Escalated complex technical issues to Tier
  • HP
    Remote Support Engineer
    HP
    May 2018 - Feb 2021 (2 years 10 months)
    - Managed software (HP SW Press) and Digital Front End (DFE) support tickets, ensuring timely resolution based on service entitlements (warranty, contracts, or T&M) and adhering to standard case management procedures. - Accurately documented case details, troubleshooting steps, diagnostics, and service actions in CRM systems, including parts dispatch and technician coordination. - Provided technical assistance to Field Service Engineers upon request, facilitating efficient issue resolution and minimizing downtime. - Led a project to upgrade the software for HP Series 3 and 4 presses across Europe, coordinating deployment, troubleshooting, and ensuring minimal disruption to business operations. - Trained new hires in HP Series 3 and 4 press
  • SELLBYTEL Group Spain
    Service and Support Advisor for BOSE
    SELLBYTEL Group Spain
    Jul 2015 - May 2018 (2 years 11 months)
    - Provided technical support for BOSE end customers via phone, email, and remote desktop applications, ensuring prompt and effective issue resolution. - Diagnosed and troubleshot hardware and software issues, delivering clear guidance to customers and resellers. - Assisted customers and resellers in system configuration and resolving product-related inquiries, enhancing user experience and satisfaction. - Managed order tracking, ensuring accurate updates and timely resolutions for customer requests. - Supported resellers with order processing, repairs, exchanges, and refunds, maintaining strong business relationships and service quality.
  • RGIS UK
    Auditor
    RGIS UK
    Jan 2015 - May 2015 (5 months)
    - Conducted inventory audits for RGIS across various locations in the UK, adapting to dynamic shifts ranging from 4 to 16 hours per day. - Gained hands-on expertise with handheld computers and inventory management equipment, ensuring accurate stock assessments.
  • SELL ACTION SARL
    Sales Development Representative for IBM
    SELL ACTION SARL
    Jan 2014 - Jun 2014 (6 months)
    - Managed IBM lead generation campaigns focused on IT infrastructure, identifying potential business opportunities and expanding the customer pipeline. - Maintained and updated customer and prospect databases in Salesforce, ensuring data accuracy and effective client relationship management. - Organized high-profile events and meetings, coordinating logistics and ensuring seamless execution to enhance client engagement.
  • CONTINEX SOLUCIONES Y SERVICIOS SL
    Technical Software Support for MoneyGram
    CONTINEX SOLUCIONES Y SERVICIOS SL
    Nov 2013 - Dec 2013 (2 months)
    - Managed the remote installation and upgrade of MoneyGram software for Italian affiliates, ensuring seamless deployment and system functionality. - Utilized remote control applications such as TeamViewer and Ammyy Admin to perform installations, troubleshoot issues, and provide technical support. - Ensured compliance with software deployment protocols, minimizing downtime and optimizing operational efficiency for affiliates.
  • Sitel Group
    Customer Service Advisor for Nokia
    Sitel Group
    Apr 2011 - Dec 2012 (1 year 9 months)
    - Provided technical support for Nokia customers in the Italian market via phone, email, chat, and remote applications, ensuring prompt issue resolution and customer satisfaction. - Diagnosed and resolved software and configuration issues on mobile devices, improving device performance and user experience. - Assisted customers with presales inquiries, guiding them in selecting the best solutions based on their needs. - Supported resellers with order tracking and management using WebSphere IBM software, ensuring smooth logistics and timely deliveries. - Selected as part of the first Windows Phone launch support group, providing specialized assistance and troubleshooting. - Conducted testing and evaluation of new mobile operating systems, inc
  • Tiscali
    Sales Representative for TISCALI
    Tiscali
    Sep 2005 - Dec 2005 (4 months)
    - Sale of ADSL packages - Installation/configuration assistance for new customers.
  • Stanleybet Group
    Store Manager at Stanleybet
    Stanleybet Group
    Jan 2003 - Sep 2010 (7 years 9 months)
    - Handled customer service and account management during the first year, ensuring a seamless betting experience. - Promoted to Manager in the second year, overseeing daily operations, staff coordination, and cash flow management. - Implemented customer engagement strategies, increasing client retention and satisfaction.
Education verified_user 0% verified
  • I
    High School Diploma, Information Technology
    Istituto Tecnico Commerciale L Mossa
    Sep 2001 - Jul 2006 (4 years 11 months)
Projects (professional or personal) verified_user 0% verified
  • I
    Instalación en red de agentes de Italia
    Oct 2013 - Jul 2014 (10 months)
    El proyecto consistía en instalar una aplicación en toda la red de agentes de Moneygram en Italia, para poder tener una base de datos documental con los documentos necesarios de los clientes. Mi labor consistió en coordinar un grupo de cuatro personas para realizar las instalaciones en los mas de 3000 puntos existentes. -Primero formando al equipo con la herramienta de control remoto a utilizar y luego con el funcionamiento de la aplicación a instalar y su configuración. -Posteriormente llevando un control de las instalaciones diarias realizadas, las incidencias encontradas y que no se podían solucionar en un segundo nivel realizado por mí. Dentro de la instalación de nuestro software muchas veces teníamos que dar todo tipo de soporte al or