Fabio Cozzalupi

Researching, diagnosing, troubleshooting and identify solutions On-Off Boarding responsible Creating and improving internal procedure Managing and creating various accounts for several internal systems Managing internal network (VLAN / Wi-Fi / Firewall / VPN) Managing VoIP Phones (Natterbox System) for internal Customer Support) Monitoring and maintaining computer systems and networks Monitoring and managing Antivirus, Apple, Microsoft Windows and Google cloud platforms

• Main point of contact for customers • Claims, Disputes, Account Switching Services • Coordinating translations that were done inside the company • Translating web content, app content, interface for Production team • Market research (Italy) and collaborations with the Operations team • Translating content for Marketing • Localizing Support Center and various content for the Italian Market • Uploading app strings/Proofreading • Leading Outreach Campaign Project (Italian, Spanish, French Market)

• Remote configurations • Consultancy for business improvement

• Managing the help desk department & Technical department • Handling difficult technical problems Italy wide • Management and leadership of technicians • Assist and support Product Manager in various matters • Creating and leading technical trainings • Assisting and supporting sales department creating offers • Customer relationship management • Appointment scheduling • Staff planning and optimize work processes • Key account management • Management subcontractors (Italy wide) • Reporting

• Key Account Management (direct, E-Mail and via phone) • Managing the Help Desk Department • Costumer and Technical Support • Management ITS System (Issue-Tracking-System)

• Costumer support (On side) • Central telephone installation • Cable networks infrastructures