Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Hobbies and Interests
Timeline
Generic
Giuseppe Mammano

Giuseppe Mammano

Summary

Technical specialist with strong troubleshooting capabilities and a customer-oriented attitude.

Seeking further career development in the tech industry.

Experienced in a Service Desk environment which I was promoted to a Senior role in less than a year.

Sharpened my tech skills by advancing to a Support Engineer position.

* Relocating to Budapest.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Hewlett Packard Enterprise
04.2023 - Current
  • Performing diagnostics through data log analysis and troubleshooting hardware-related issues (Servers).
  • Managing End-to-End cases.
  • Collaborating closely with cross-functional teams to escalate and resolve complex technical issues.
  • Communicating with customers through a series of actions, either via email or phone, until issues are solved.
  • Prioritizing and managing several open issues simultaneously.
  • Following up with clients to ensure their systems are fully functional after troubleshooting.
  • Acting as the primary liaison between the company and the customers.
  • Participating in on-call rotation to provide after-hours support and ensure uninterrupted service delivery.
  • Managing multiple tasks simultaneously with minimal supervision.
  • Completing required training aligned with the role.

Senior Help Desk Analyst

HCL Technologies
01.2023 - 04.2023
  • Mentoring and coaching L1 Agents EMEA team.
  • Shadowing New Hires.
  • Acting as first point of contact in the GSD EMEA team for escalations, technical knowledge, assistance, and guidance.
  • Prepare Quality Checks, create work reports, and provide feedback to the team members.
  • Be compliant with all internal rules, policies, and procedures.
  • Supporting the team in the day-to-day operations.
  • Distributing and monitoring the workload among L1 Team Members.
  • Monitoring and ensuring the shift adherence of the team members, breaks, and queues.
  • Understanding and Supporting Key SLAs.
  • Participating in meetings with the Management to review processes and identify areas for improvements.
  • Perform projects as assigned by the management.
  • Propose updates regarding Knowledge Articles in the Service Now Management system.

Help Desk Analyst Tier 1

HCL Technologies
01.2022 - 12.2022
  • Perform Level 1 resolutions in support of B2B customers.
  • EMEA Technical Support via phone, email, and chat in Italian and English language.
  • Clearly Document each case into the Service Now CRM System, annotate all updates, and properly document the final resolution.
  • Providing step-by-step guidelines for the resolution of a technical issue.
  • Contributes to continuous process improvement within the Helpdesk function.
  • Collaborate with ICC Incident Command Center for Major Incident Resolution.
  • Follow up on customers to ensure their issues are completely resolved.
  • Usage of the following systems like Citrix, Active Directory, Oracle Identity Manager, Microsoft Office Package, Multi-Device Management Mobile Iron, Remote Access Control Bomgar, Cyberark, and SAP.
  • Troubleshoot technical issues related to VPN, Laptops, Desktops, Printers, Mobile Phones, Routers, and other applications.
  • Install/Uninstall Software.

Safety and Security Officer

Luxury Goods Logistics SA
10.2018 - 08.2021
  • Management of security services for routine operations.
  • Fulfill leadership role in the absence of management.
  • Providing training to the new employees regarding Safety & Security procedures.
  • Identify, under the guidance of the Security Manager and Security Supervisor, the implementation of security systems.
  • Assist with security and safety training programs.
  • Random onsite safety spot checks/audits.
  • Provide technical advice and guidance.
  • Management crisis events including evacuations.
  • Provide detailed and timely reports to the Security Manager and Security Supervisor.
  • Report incidents and unsafe work conditions and implementation in the area where needed.
  • Loss Prevention.

Customer Service Representative

Azienda Trasporti Milanesi
01.2015 - 09.2018
  • Face-to-face customer service.
  • Identify customers' needs, providing appropriate solutions.
    Customer main point of contact - related to train services, station, and facilities/services.
  • Respond to customer queries in a timely and accurate way.
    Manage crisis events including evacuations.
  • Inform other departments about any issues and improvements.
  • Ensure a safe public transportation environment.
  • Provide advice and guidance.
  • Report incidents.
  • Metro Train Driver in case of Emergency.
  • First Aid.

Education

High School Diploma -

Elsa Morante
Floridia, Syracuse

Skills

  • Servers (Hardware)
  • Salesforce
  • ServiceNow
  • Incident Management
  • Customer Service
  • Time Management
  • Troubleshooting
  • Mentoring
  • Teamwork
  • Active Listening
  • Detail-Oriented
  • Adaptability
  • Flexibility
  • Problem-Solving
  • System Troubleshooting
  • Teamwork and Collaboration
  • Technical Troubleshooting
  • Interpersonal Communication
  • Application installations
  • Critical Thinking
  • Technical Documentation
  • Customer Success Management
  • Employee Training
  • Remote Support
  • Technical Support
  • Ticket management
  • ITSM Software
  • Remote Diagnostics
  • User Training
  • Desktop support

Certification

  • ITIL Foundation Level (LearnQuest)
  • Customer Success Manager (Udemy)
  • Business English
  • Managing Teams (LinkedIn)
  • Google Project Management
  • Microsoft Cloud: AZ-900 (Ongoing)

Accomplishments

  • Promoted to Senior Help Desk 2 in less than a year.
  • Resolved product issues through consumer testing.
  • Supervised a team of 60 staff members.

Languages

Italian
Native language
English
Advanced
C1

Hobbies and Interests

  • Psychology
  • Self-Improvement
  • Business
  • Management
  • Photography
  • Hiking
  • Traveling
  • Technology

Timeline

Technical Support Engineer

Hewlett Packard Enterprise
04.2023 - Current

Senior Help Desk Analyst

HCL Technologies
01.2023 - 04.2023

Help Desk Analyst Tier 1

HCL Technologies
01.2022 - 12.2022

Safety and Security Officer

Luxury Goods Logistics SA
10.2018 - 08.2021

Customer Service Representative

Azienda Trasporti Milanesi
01.2015 - 09.2018

High School Diploma -

Elsa Morante

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