Matteo Giorgi

Experience

• 

  Global Cybercafè

  Mar 2006 - Apr 2006

  Intern

  Customer service and technical support at internet café.

• 

  Arredamenti Lucidi Srl

  Jul 2006 - Aug 2006

  Laborer

  Transportation and installation of locations and movable goods

• 

  Saba Italia S.p.A.

  Oct 2008 - Jun 2012

  ZTL permit agent

  • Responsible for issuing restricted traffic area parking and transit permits for residents and enterprises.• Monitor parking facilities and providing touristic information and guidelines to local and foreign customers.

• 

  Prague Spirit Group

  Oct 2014 - Jan 2015

  Front Office Receptionist & Back Office Agent

  Front Office/Reception-Back Office in hostel and 3 star hotel.• Provide check-in and check-out services to local and foreign guests. • Provide guests with room supplies and sale of snacks, beverages and other goods.• Provide touristic information and guidelines to guests.• Generate security reports for local police department and fulfilling security duties during night hours

• 

  Prague Spirit Group

  Nov 2015 - Feb 2016

  Front Office Receptionist & Back Office Agent

  Front Office/Reception-Back Office in hostel and 3 star hotel.• Provide check-in and check-out services to local and foreign guests. • Provide guests with room supplies and sale of snacks, beverages and other goods.• Provide touristic information and guidelines to guests.• Generate security reports for local police department and fulfilling security duties during night hours.

• 

  DXC Technology

  Oct 2016 - Jan 2018

  IT support for Zurich Insurance Group Ltd.• Provide IT solutions for the American and Canadian branches of Zurich Insurance Group & Farmers Insurance Group.• Assist Zurich Insurance employees via phone, email and chat on a daily basis to ensure the correct functionality of user accounts, network connectivity and supported applications.• Ensure the right classification and prioritization is assigned to client incidents & requests.• Manage ticket assignment to resolver groups.• Work on a daily basis with MS Office applications, Citrix-integrated applications, Cisco AnyConnect VPN connectivity, Avaya desk phone and softphone applications, Active Directory, mainframe account management, hardware and software installation and troubleshooting. Show less

  • Service Desk SME - Escalations & Notifications Manager

    Jun 2017 - Jan 2018

  • Service Desk Agent

    Oct 2016 - May 2017
• 

  NTT Ltd.

  Feb 2018 - now

  Co-management of a multi-market SD team composed of 27 individuals:• Provide Service Desk Analysts with live SME consultation support regarding operations, process and complex cases.• Coach SD Analysts when knowledge gaps are detected.• Collaborate with Governance and Country entities to address and resolve operational issues or implement process improvement plans.• Live communication with Country IM & SDM to mitigate case issues that can lead to escalations and customer dissatisfaction.• Monitor SLA & OLA status in order to prevent breaches.• Generate and process backlog reports.• Generate and process case mishandling reports, providing feedback to SD analysts for continuous improvement.• Prepare and maintain SD shift plans to ensure skilled resource availability.• Create and maintain vendor accounts• Prepare, maintain and deliver training materials and SOP documentation for Service Desk analysts. Show less • Deliver onboarding training to newcomers regarding SOP, Service Now, Genesys WDE.• Provide training sessions during contract and service portfolio transitions.• Provide classes to external trainees during GT Programs.• Accept and validate client requests via Genesys WDE platform and Service Now in Italian and English language for the Italian, Spanish, French, Belgian, Luxembourg, Swiss and Dutch markets.• Ensure the right classification and prioritization is assigned to client incidents & requests.• Manage ticket assignment to resolver groups.• Manage communications with multiple vendors and between clients and vendors.• Monitoring interaction and ticket queues Show less

  • GDC NI TRG Remote Support Engineer (L1)

    Sept 2022 - now

  • GDC Service Desk SME & Process Team Leader

    Jan 2020 - Sept 2022

  • GDC Senior Service Desk Analyst & SD Trainer

    Jan 2019 - Dec 2019

  • GDC Service Desk Analyst

    Feb 2018 - Dec 2018