Giovanni Ruotolo
Cornaredo,MI
Summary
Sono un Tecnico di Help Desk con 10 anni di esperienza con crescenti gradi di responsabilità nella risoluzione rapida ed efficace dei problemi tecnici dei clienti. Mi impegno per superare le aspettative dei clienti (interni ed esterni) verificando le migliori soluzioni per ogni ticket che gestisco. Sono in grado di mantenere una comunicazione positiva e serena anche in situazioni di stress. Credo molto nel team work e mi faccio promotore del suo sviluppo nel mio contesto lavorativo. Sempre pronto a migliorare le conoscenze tecniche e la mia naturale inclinazione a instaurare relazioni interpersonali professionali e, al contempo, empatiche per fornire un servizio di eccellenza.
Overview
12
12
years of professional experience
Work History
Help Desk Support Technician
Fondazione Milano Cortina 2026
10.2021 - Current
- Collaborated with cross-functional teams to identify root causes of recurring problems and implemented long-term solutions.
- Maintained strict adherence to data privacy regulations by implementing security measures throughout the IT infrastructure.
- Enhanced customer satisfaction by providing timely and accurate technical support for hardware and software issues.
- Managed inventory control for IT equipment, ensuring availability of critical resources when needed for repairs or replacements.
- Provided remote support for users across multiple locations, ensuring consistent service levels regardless of location.
- Supported the onboarding of new employees by setting up workstations and providing training on internal systems, ensuring a smooth transition into the organization.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Used ticketing systems (ServiceNow) to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Configured and tested new software and hardware.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Served as a trusted advisor on technology-related matters within the organization, offering expert guidance on best practices and industry trends.
- Delivered training sessions on new software applications and IT best practices, improving employee proficiency and reducing support requests.
- Improved help desk efficiency by creating comprehensive knowledge base articles, enabling faster issue resolution for technicians.
- Assisted in the successful migration of company systems to new platforms, minimizing disruption to business operations.
- Implemented automated monitoring tools to proactively detect potential network issues before they escalated into larger problems.
IT Support Technician
MDS S.r.l.
03.2018 - 05.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
Help Desk Technician
H3G
11.2011 - 02.2018
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.
- Assisted installing and maintenance of networking infrastructure. Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, APs and routing Cat5 cable.
Education
Diploma Di Ragioneria -
Istituto Tecnico Commerciale - G.Papi
Napoli07.2010
Skills
- Application support
- Ticket management
- System Administration
- Incident Management
- User credential management
- Desktop support
- Videoconferencing
- Help Desk Support
- Customer Education
- Problem Solving
- Service Delivery
- Windows Operating Systems
Timeline
Help Desk Support Technician
Fondazione Milano Cortina 2026
10.2021 - Current
IT Support Technician
MDS S.r.l.
03.2018 - 05.2021
Help Desk Technician
H3G
11.2011 - 02.2018
Diploma Di Ragioneria -
Istituto Tecnico Commerciale - G.Papi
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