Marcelo Ventrice

Providing support to users around Europe and United States

ATG Europe Location Darmstadt, Germany Providing support to local users (In English, Spanish, Italian), in an international enviroment. Laptops reinstallation, inventory updates, hardware reparations, Active Directory, Antivirus, Backup system, VPN, Windows related, ticketing system, Lotus notes, skype for bussiness, Iphones refresh, IBM Verse and Maas360, Bitlocker, SCCM,

Leading a team of 6 people responsible for giving field support around Germany, with the task of migration, configuration and repair of computers and software of a company with more than 1000 employees.

UniversoMac (Apple official service center) Majorca From Nov 2016 – March 2017 • Front line customer service, for apple devices reparing. • Stock accesories, Cashier, etc.

• Support travel agencies around Spain and Portugal with corporative software. • Tickets modifications, performing refunds, mail. • Intranet maintenance

• Telephone customer service, repairing and assembly of computers, application support, email settings, Intranet (pulse 2.0) • Footprints ticketing records. Incidences, requests • Security copies, servers, active directory, VMware, Symantec Backup, Lync, Wifi.

• Telephone customer service, repair and assembly of computers, application support, email settings, Amadeus • Security copies, servers, active directory • Frequent travel around Spain to provide regional support

Production and management of department´s annual budgets of hardware, software and services. Service to software and hardware suppliers. Contract estimations, turnover, negotiations. Maintenance of Servers and communication systems.Data bases, servers and computer backups, networks, switches, routers, SAIs. Telecommunications fixed and mobile, billing control, change pricing plans, data roaming. Web Page creation with developers (external supplier) Planning new projects, new offices creation.

Incident records (Footprints), assignment to technicians and follow up. Making of shift charts of technicians, objectives follow up, interviews, moving to other bases, monthly meetings Reports, statistics for higher management. New software and technology testing for further implementation. Customer service, incident records (footprints). System guard, migration to other bases. Software, server and security copy maintenance.

• Coordination of technicians, shifts, training of technicians and interviews, managing third and fourth level repairs for mobile terminals. • Implant relationship manager at company headquarters, knowledge and service delivery of entire NOKIA product range • Interviews, salary negotiation with future technicians, holidays planning.

Management and coordination of Help Desk team (7 members), shifts, tasks and incidents, notice and follow up, technicians instruction, interviews. Drafting handbooks, managing hardware and software orders, technical service, materials shipment to bases, Inventory, coordination meetings, new applications testing. Telephone customer service, repairing and assembly of computers, application support, email settings, Amadeus, ticketing. Security copies, servers, active directory, networks.