Emanuele Orlietti
Security Customer Support Specialist
Ostra
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Security Customer Support Specialist
VEM Systems S.p.A.
05.2023 - Current
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Streamlined support processes for increased efficiency and reduced response times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
University Internship
VEM Systems S.p.A.
02.2023 - 05.2023
- Worked on the development of an automation software that was later marketed as a service.
Worker
Plastica Valmisa S.p.A.
03.2016 - 09.2019
- Produced parts and assemblies quickly and efficiently within tolerances.
Education
Ingegneria e scienze informatiche
Università Di Bologna, Cesena
09.2019 -
Diploma Istituto Tecnico e Professionale - Sistemi informativi aziendali
ITCG Corinaldesi, Senigallia
09.2010 - 05.2015
Skills
Python language
GitHub
Microsoft WindowsLinux
Automation tools
Problem-solving abilities
Technical support
Technical troubleshooting
Firewall management
Traffic analysis
Virtual Private Networks (VPN)
Wide-Area Networks (WAN)
Adaptability
Time management
Teamwork and collaboration
Certification
ECDL (European Computer Driving Licence), 05/2015
Timeline
Security Customer Support Specialist
VEM Systems S.p.A.
05.2023 - Current
University Internship
VEM Systems S.p.A.
02.2023 - 05.2023
Ingegneria e scienze informatiche
Università Di Bologna, Cesena
09.2019 -
Worker
Plastica Valmisa S.p.A.
03.2016 - 09.2019
Diploma Istituto Tecnico e Professionale - Sistemi informativi aziendali
ITCG Corinaldesi, Senigallia
09.2010 - 05.2015