Dear Sir/Madam,

My name is Giulia, I am 30 years old and I live and work in the Netherlands since nice years.

My last position was in Rockwell Automation as IT Service Desk Agent in the Global IT team for all EMEA region.
I am searching for new challenges which will be able to widen my professional IT experience, as I have plans to get deeply into this field in the future. I have a passion for IT since I am a little child, being my mother a Php and html programmer as well, and I am willing to bring my passion further to a higher level. I am willing to relocate if necessary.

During the years I have spent in ACN, I have been able to achieve a higher level of representative/customer relationships management, excellent phone manners and proven administrative skills. I have strong work coordination and self management multi-task skills which allow me to be able to handle, organize and manage many different issues within timelines. I am autonomous, thorough and painstaking in managing my duties therefore I've often been assigned to higher operations and issues analysis and follow up, usually in cooperation with QA team.
At the time I supported Italian, English and Irish markets. I’ve occasionally processed English to Italian translations on behalf of the missing Italian translator, receiving in all fields positive feedbacks. There I received, in addition to several communication trainings, different technical trainings product related, such as CPS, DPS, VOIP basics and as well a Networking Basics training.

In my experience at CSC I have achieved a higher level of professional B2B customer service and computer skills. I was able also to obtain from Exin the ITIL V.3 diploma, with the grade of 86 on 100. In the company I supported Esteé Lauder and UTC Italians accounts, and occasionaly Dutch e-mail inboxes for the related accounts, supporting remotely users for desktop application both SOE and non SOE, basic security (Active Directory, LDAP), Citrix, routing tickets through CRM Remedy tool and different other support tools, chat, email. I have acquired the Email Coordinator role in a migration project for NS, Ned Train, Conclusion, in which project I administrated an email inbox and different excel documents dedicated to the identification of issues and common causes, and most quick possible redirection, resolution, adjustment, rejection or correction of all tickets created by our third party support company. This project was monitored by the Delivery Executive to whom I was directly subordinated in collaboration with a colleague. For the project I have been highly complemented and acknowledged for my very good organizational, analytic and coordination skills, which have been also improved during the project and also with the SD Agent role in general.

About myself, I’m a native Italian speaker with a very good command of the English language written and spoken, and a good level of Dutch. I obtained diploma through the national Dutch course (level NT2). My work attitude is that of a serious, patient, team player, painstaking, fast learner person with no 8/17 mentality. My strong points are:

Strong assertive communication skills
Ability to trigger issues and provide solutions where possible
Ability to set and manage realistic expectations
Ability to manage conflicts/confrontation
Initiative
High administrative and organizational skills
Teamwork
Integrity
Stress resistant

Thank you very much in advance for your attention!

Technical skills:
Telecommunication knowledge
CPS, DPS, DSL, MOBILE
Networking basics
Office packages: MS Office 2010 – MS Office 2013 – Office 365
DISE Metranet Systems
Remote desktop softwares: Bomgar, Ms Lync, Cisco Web, Windows remote desktop
Cisco softwares and telecom
Active Directory
Lotus Notes – Sametime
Citrix
SAP
Iphone support
VPN

Strong points:
Social
Very fast learner
Ability to trigger issues and provide dynamic solutions
Ability to set and manage realistic expectations
Initiative
High organizational and administrative skills
Teamplayer
Integrity
No 8/17 Mentality
Direct and correct in relationships
Thorough
Painstaking
Serious worker
Patient
High assertive communicative skills

Date: February 2014 – August 2014
Location: Rotterdam (Capelle a/d Ijsell)
Contractor: Rockwell Automation B.V.
Position: TIER II Helpdesk agent
Description: Helpdesk agent in internal IT services, Global IT support for EMEA region and occasionally
coordination and support of other regions. Six months migration project from Lotus notes – Office
2010 to Microsoft Office 365 (Office 2013 on cloud including migration from Domino to Exchange)
IT assistance through phone calls, emails in Dutch, English and Italian languages
Knowledge of Citrix, remote desktop assistance, MS Office applications, Lotus notes, Active
Directory security operations, SAP support, Cognos, MFA, Networking.
Telecommunication setup and support with Cisco for Cisco IP phone, IP communicator software,
Cisco Agent Desktop, Cisco Web desktop – conference software. IFS – SAP support

Date: March 2012 – March 2013
Location: Utrecht
Contractor: CSC B.V.
Position: TIER I – II Helpdesk agent
Description: Helpdesk agent in outsourcing IT services for Estee Lauder – UTC – NS accounts
IT assistance through phone calls, emails and chat in Dutch, English and Italian languages.
Knowledge of Citrix, remote desktop assistance, MS Office applications, Lotus notes, Active
Directory security operations, SAP support, networking.
Internal project: Incident coordinator and email coordinator in system migration for NS account.
Supporting migration of system to Dynamic Desktop. Analysis and support of tickets created by third
party support team.

Date: December 2008 – March 2012
Location: Amsterdam
Contractor: ACN EUROPE B.V.
Position: CSR II / TIER I
Supported environments: Italian and UK markets
Customer e-mails/written letters/fax administration
Processing of advanced manual operations through company's systems
Customer's account management and liaison to the relevant departments , monitoring of distribution
and product delivery, RMA management. Calls handling and logging, basic TIER I technical support
of CPS, DPS VOIP, DSL and MOBILE services, as well as escalation handling with the responsible
Technical department through different tickets systems.
INTERNAL COLLABORATION: Assistance in DLS partner’s contract entry for Field
Support/Commercial Operation department in behalf of Italian DSL products partner whenever work
overloaded or on vacation. Contracts download from FTP, Fax, Emails. Check calls, DSL furniture in
area check, contracts entry, spreadsheets updates.
2009: Helped on a daily basis in Account Payable and Treasury departments as invoice archive
administrator. CS field backup to legal and compliance department in customer's heavy complains
and legal dispute handling, in liaising with Legal Department.
Processing translations Italian - English in behalf of official Italian translator whenever he was on
vacation or work overloaded on behalf of Translation department. Always received positive feedback
from Translation Department Manager.
November 2009: MS Excel self study internal course basic-intermediate-advanced
2011: "Assertive communication methods" workshop

Date: December 2006 - December 2008
Location: Amsterdam
Contractor: Marco Polo Restaurant
Position: Waiter Barkeeper
Description: Counter management, waiter, customer and suppliers relations, Hotel's customer assistance, bar
management

Date: 2006-2005-2004
Location: Genoa (Italy)
Contractor: ONLUS association “LE VELE”
Position: Children Social Educator
Description: 50 h per week in the children summer camps during the months of June-July-August-September.
Assistance to their needs (eat, sleep, hygiene, consultations)
Disables assistance, both group integrated and one-to-one for most severe disturbs
Extra-curricular activities organization as group's games, musical and psychometric laboratory,
group's educational and recreational trips. Educational games and children supervising during the
useful free playtime. Educational activities aimed at children’s communication autonomy acquisition.
Weekly team meeting concerning week activities reviews, social relations issues solving, disables
children progresses and issues reviews, proactive team discussions and ideas concerning future
working weeks activities planning.

Date: September 2005 – June 2006
Location: Capelle a/d Ijssel
Position: Au Paire

Reading, gym, swimming, ice skating