TIZIANO ALLEGRITTI
Fontanelle
Summary
Adept at incident management and fostering teamwork, I significantly enhanced customer satisfaction and streamlined ticket resolution processes at Electrolux and IBM. Leveraging expertise in data center infrastructure and problem-solving aptitude, I ensured seamless operations and improved service desk efficiency, contributing to a global support environment.
Overview
22
22
years of professional experience
Work History
Data Center Operator
Electrolux
11.2009 - 12.2023
- Provide customer support and submit incidents using ServiceNow.
- Offered monitoring , ticketing and escalation services on global level 24x7.
- Creation, modification and termination of user's account using Security Identity Manager (SIM).
- Documented support procedures, processes and solutions.
- Maintained knowledge of NOI monitoring tool.
- Worked and collaborated with cross-functional teams to troubleshoot problems, ensuring seamless operations in the data center.
Service Desk Operator
IBM
10.2003 - 09.2008
- Provided exceptional remote support to clients using various tools like screen sharing and remote control software for faster problem resolution.
- Streamlined ticket resolution process, implementing knowledge database to assist in troubleshooting common issues.
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Conducted regular system monitoring to identify potential problems before they escalated into major incidents.
- Managed incident queue effectively, ensuring that all tickets were addressed within specified timeframes and SLAs were met consistently.
Service Desk Operator
Electrolux
11.2001 - 09.2003
- Streamlined ticket resolution process, implementing knowledge database to assist in troubleshooting common issues.
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Documented all interactions with customers in detail, maintaining accurate records in the service management system for future reference.
- Proactively communicated with users during critical incidents, providing status updates and estimated resolution times.
Education
High School Diploma -
“J. Sansovino” High School
Oderzo, Italy07-1997
Skills
- Data center infrastructure
- Customer support
- User support
- Problem-solving aptitude
- Adaptability and flexibility
- Teamwork and collaboration
- Incident management
- System monitoring
Languages
English
Upper intermediate (B2)
Additional Information
Travel addicted
Timeline
Data Center Operator
Electrolux
11.2009 - 12.2023
Service Desk Operator
IBM
10.2003 - 09.2008
Service Desk Operator
Electrolux
11.2001 - 09.2003
High School Diploma -
“J. Sansovino” High School
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