LORENZO CIAPETTI
Technical Support Engineer/ System Administrator
Sofia
Summary
Experienced IT support specialist and administrator with over 10 years of expertise in dynamic and complex environments. Specialized in second-level support, virtualization, Windows server administration, and networking technologies. Demonstrates exceptional troubleshooting, problem-solving, and client management skills.
Proven ability to collaborate with cross-functional teams to meet strict SLAs, ensure customer satisfaction, and continuously improve processes. Skilled in mentoring junior team members, creating technical documentation, and staying updated on the latest advancements in technology.
Dedicated to professional growth and contributing to innovative projects that enhance operational efficiency and client outcomes.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Level 2 Technical Support in a Priority Team
Acronis
Sofia
08.2022 - Current
- Work on resolving various technical incidents for the Company's customers involving various software, networking and hardware environments
- Responsible for building and maintaining strong relationships with customers
- Able to thrive in the ever-changing work environment
- Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
- Maintain deep knowledge of Company operations to support client requests effectively
- Interact with various departments to analyze and resolve problems
- Provide technical advice to junior staff members and review technical results, evaluations and analyses
- Provide for the development of junior staff within the work group through mentoring and technical guidance
- Develop documentation regarding installation, upgrades, support, and compatibility issues
Technical Support Engineer for NETAPP
Sutherland
Sofia, Sofia-Capital
08.2018 - 06.2022
- Provide technical support via telephone, web or autosupport
- Research customer issues in a timely manner and follow up directly with the Customers with recommendations and action plans
- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize different areas of expertise to help them in order to facilitate solutions most quickly for customers
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of a specific area of expertise
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
- Create new knowledge base articles to share information for reuse throughout the Technical Support Center
- Gain knowledge and expertise through hands-on experience and self-study
- Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
Customer Service Representative for XEROX
CONCENTRIX
Sofia, Sofia-Capital
08.2012 - 01.2017
- Duty Manager backup
- After 6 months I was chosen for the A4 elite team
- Diamond project backup
- Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLAs
- Manage, update and close tickets in the 1st line call queue
- Actively chase suppliers or resolution groups for the resolution of incidents or problems
- Mentor team members on best practices
- Support the colleagues to ensure they meet their objectives
- Develop and maintain run books
- Ensure configuration documents are up to date
- Provide remote desktop and server support
- Proactive management of Client networks
- Ticket logging, escalating, and regular feedback to the Team Leader and Service Desk Manager
Education
Networks and Informatics systems - networking, Routing, Lan, Switching and Wireless, Wide Area Network, GNU/Linux basics
ELIS ICT ACCADEMY
Rome 01.2009 - 01.2010
Course of studies - computer science
LA SAPIENZA UNIVERSITY
Rome 01.2006 - 01.2009
Diploma - Technology
VITTORIO GASSMAN
Rome 01.1995 - 01.2001
Skills
- Windows Server administration
- Network troubleshooting
- Virtualization Technologies
- Working knowledge of Linux/UNIX
- Passion for problem-solving
- Strong analytical skills
Timeline
Level 2 Technical Support in a Priority Team
Acronis
08.2022 - Current
Technical Support Engineer for NETAPP
Sutherland
08.2018 - 06.2022
Customer Service Representative for XEROX
CONCENTRIX
08.2012 - 01.2017
Networks and Informatics systems - networking, Routing, Lan, Switching and Wireless, Wide Area Network, GNU/Linux basics
ELIS ICT ACCADEMY
01.2009 - 01.2010
Course of studies - computer science
LA SAPIENZA UNIVERSITY
01.2006 - 01.2009
Diploma - Technology
VITTORIO GASSMAN
01.1995 - 01.2001
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