Marco Guglielminotti
Villasimius,Italy
Summary
Competent and professional IT Technical Specialist,obtained Diploma from Electronic Expert and then put myself in computer science jobs, moving from the IT side, to some more “digital” and humanitarian sectors such as the Project Manager and the training/management of the Team.
Excellent knowledge of the main Windows client and server operating systems and 8 years experience in private and business technical support to companies and public bodies,offer problem solving, hardware repair and understanding of network processes, firewall and backup procedure
Motivation in completing assigned tasks within the set time and according to the set requirements, I am versatile in solving technical problems and prone to teamwork.
Passionate about new cultures and languages, I love constantly going outside of my comfort zone to learn something new
Overview
10
10
years of professional experience
Work history
Customer service representative
Foundever
Villasimius, Italy
04.2025 - 10.2025
- Comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives
- Answer inbound calls and emails within guidelines/goals established by the client and contact center management
- Provide friendly and efficient service to the worldwide customer community in Europe
- Be a first point of contact to handle and resolve customer issues
- Identify and escalate issues appropriately
- Research information and troubleshoot problems using available resources
- Arbitrate in situations between users
- Monitor and control numerous concurrent tasks in tandem
- Proactively and independently work to meet targets and goals
Senior technical support representative
Teleperformance
Athens, Attica
11.2023 - 04.2025
- Provide Tier 1 IT support to non-technical internal users through desk side support services
- Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry.
- Resolve diverse range of technical issues across multiple systems and applications for end-users across various countries (IT,CH,ES)
- Maintain strong, professional relationship with all customers and shows empathy at all times.
- Collaborate with supervisors to escalate and address customer inquiries or technical issues
- Resolve escalated issues by serving as subject matter expert on wide-ranging issues
- Document support interactions for future reference
Technical support representative
Teleperformance
Athens, Attica
08.2023 - 10.2023
IT Technical Support Specialist
5CA
, Europe
02.2023 - Current
- Reduced escalation workload and maintained timely feedback to management.
- Reported incidents, risks and hazards by following set procedures.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Wrote technical documents related to current products for publishing on support page.
- Translated web content including articles, blog posts and product descriptions.
Technical support representative
Teleperformance GR
Attiki, Attica
08.2022 - 02.2023
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
- Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences.
- Offered bespoke solutions to tackle security and performance issues.
- Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Collaborated with team members in virtual environments to optimise field experience and development capabilities.
- Supported out-of-hours service by working unsociable hours on-call.
- Reported incidents, risks and hazards by following set procedures.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
Webmaster e Project Manager
Pelliken s.r.l.s.
Torino, Torino
05.2022 - 06.2023
- Managing aliases, redirects and rewriting.
- Optimization of websites created with WordPress
- Provision of consulting services for the development or restyling of websites.
- Optimization of websites to improve scanning, indexing and ranking in search engines.
- Training and management of a team of 6 professionals by periodically evaluating their performance and implementing corrective or rewarding actions based on the results highlighted.
- Installing servers and databases.
- Designing, and updating CMS sites.
- Development and optimization of on-line customer presence.
- Development of management procedures
- Coaching activities to explain the correct working method within a team
IT Technical Specialist
Protopia Team s.r.l.
Borgone Susa, Torino
10.2018 - 05.2022
- Providing remote support for devices and business users/public bodies through web portals.
- Performing on-site service for business issues/public bodies .
- Providing on-site support for devices and private users
- Experience in using major Home Use Software, including Microsoft Office and Microsoft Windows 10.
- Initial evaluation and analysis of the customer to start the problem solving process.
- Support to the head of the operational office in day-to-day operational functions.
- Manage backups by automation, scheduling, and Security of data.
- Advice on the choice of suitable technologies according to the parameters of cost, efficiency and reliability.
- Install and configure products or modules remotely using TeamViewer.
- Performing tests and functional tests on new programs and version updates.
- Technical Laboratory Manager
IT Technical Apprentice
Protopia Team s.r.l.
Borgone Susa, Torino
01.2018 - 09.2018
- Technical Laboratory Management
- Private Technical Support Management
- Hardware Repair
- Software Repair
Educator
A.S.D. Avigliana Bees
Avigliana, Torino
06.2016 - 06.2018
- Support activities for youth series training
- Involvement of athletes in competitive sports activities by identifying their potential
- Website management support
- Social media management support
Intern
L’Agenda News S.r.l.s.
Condove, Torino
11.2016 - 02.2017
- Wrote and proofread blog and social media posts, website copy and articles.
- Reviewed, updated and uploaded content using Wordpress maintaining brand messaging consistency throughout.
- Support for writing news articles
- Support for publishing web articles
- Website management support
Education
Perito Elettronico - Elettronica ed Elettrotecnica
IIS Ferrari Susa
Susa07.2018
Skills
- Backup modes and procedures
- How to configure network equipment
- Security and privacy elements
- Hardware and IT and TLC facilities
- Server and client operating systems
- Procedures and Routing Modes
- Experience in customer service
- Call center experience
- Data entry
- Hardware diagnosis
- Hardware updates
- Experience in TCP/IP and WAN
- Desktop support
- Installing applications
- Understanding of technical documents
- Analysis of technical problems
- LAN Expertise
- Expertise in technical problem solving
- Knowledge of Microsoft Windows 10 Client OS
- Knowledge of Microsoft Windows Server OS Server
- Knowledge of SolarWinds Systems
- Knowledge of Microsoft Office products and subscriptions
- Knowledge of GSuite Business products and subscriptions
- Sophos Product Knowledge and Subscriptions
- On-site and off-site optimization techniques
- SEO processes
- SEO principles
- SEO optimization
- SEO Basics
- Formal teaching techniques
- Ability to quickly resolve issues
- Exhibition clarity
- Communication and relational skills
- Adaptability and flexibility
- Google Ads
- Facebook insights
- UGC Instagram campaigns
- IG reels
- Commercial storytelling
- Training and development
- Analytical problem solving
- Staff Management
- Project estimation and bidding
- Startups and turnarounds background
- Firewall administration
- Firewall management
Languages
Italiano
Native language
Italian
Native
English
Advanced (C1)
Spanish
Advanced (C1)
French
Elementary (A2)
Portuguese
Beginner (A1)
Greek
Beginner (A1)
Timeline
Customer service representative
Foundever
04.2025 - 10.2025
Senior technical support representative
Teleperformance
11.2023 - 04.2025
Technical support representative
Teleperformance
08.2023 - 10.2023
IT Technical Support Specialist
5CA
02.2023 - Current
Technical support representative
Teleperformance GR
08.2022 - 02.2023
Webmaster e Project Manager
Pelliken s.r.l.s.
05.2022 - 06.2023
IT Technical Specialist
Protopia Team s.r.l.
10.2018 - 05.2022
IT Technical Apprentice
Protopia Team s.r.l.
01.2018 - 09.2018
Intern
L’Agenda News S.r.l.s.
11.2016 - 02.2017
Educator
A.S.D. Avigliana Bees
06.2016 - 06.2018
Perito Elettronico - Elettronica ed Elettrotecnica
IIS Ferrari Susa