Michele Iovine

• User Support and Training: Provide technical support to all users locally and remotely resolving issues related to hardware, software, and network connectivity. Conduct training sessions to improve user proficiency with IT tools.
  
• Application Support and Deployment: Deploy, configure, and manage a wide range of enterprise applications, both on-premises and in the cloud, ensuring they meet business needs and are fully integrated within the IT infrastructure.
  
• Microsoft Environment Management: Administer and support a variety of Microsoft environments, including Active Directory, Exchange Online, Azure, Windows server etc. ensuring seamless integration and operation across the organization.
  
• Intune Administration: Implement and manage Microsoft Intune for mobile device management (MDM) and mobile application management (MAM), enforcing security policies and ensuring compliance across all devices across the Company sites.
  
• Google Workspace Administration: Oversee Google Admin console operations, managing user accounts, permissions, and security settings within Google Workspace, including Gmail, Drive, and other applications.
  
• Vendor Management: Actively managed relationships with both local and international vendors, negotiating contracts and securing competitive deals for purchasing computers, networking equipment, and other IT materials

• Assist staff with the installation, configuration and ongoing usability of desktop computers,Laptops, peripheral equipment and Software for the whole Company including remote users with remote users spread over Europe
• Configuration tools SCCM ,DHCP, WSUS , WDS, PXE, Active Directory and MS Exchange - Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, video conference systems ( Polycom ) ,application servers and administrative systems.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Documented support interactions for future reference.
• Assisted end-users with conference room equipment setup and operation.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Telephone systems management and maintenance.

• First and Second line support through the company's internal Service Desk System - Manage basic Exchange rules and Active Directory structures
• Ensure availability of systems and infrastructure by pro-active monitoring, maintenance and management of systems.
• Daily monitoring of server health and performance, server space, backup jobs (CA backup) and respond to support issues - Documenting Windows environment (build standards, server runbooks/ operations manuals, DR) Hewlett-Packard Enterprise Services IT Technical support analyst.
• Identified issues, analyzed information and provided solutions to problems.
• Managed time efficiently in order to complete all tasks within deadlines.

• Provide timely resolution for technical support Level 1 and 2 issues via telephone, e-mail, support forum postings, and web case submissions enthusiastically and effectively assisting customers with their support needs - Configure software to connect to Internet application servers.
• Identify and correct or advise, on operational issues in client computer Systems - Working with a specific Service Level Agreement ( SLA )and keep it in the best functional way - Obtain general understanding of OS and application operations related - Able to work independently and efficiently to meet deadlines.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Ticket logging system : Service Manager 9.30 and Service Center

• Review the company credit control procedure and develop and implement enhancements where required.
• Managing he outstanding sales balances falling due and contact customers before the balances become overdue to confirm payments.
• Assist in developing and implementing a Direct Debit payment system.
• Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
• Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
• Reviewed customer accounts for compliance with repayment obligations.

Reference available upon request