Marco Vatteroni

Handling advanced technical queries - L2 Support for Italy and EMEA Market. Being a go-to person for the team, collaborating with Management and Product Management respectively for processes implementation/improvement and for product enhancement. Focusing on our mobile solutions and integrated ticket systems. Assisting customers in the implementation of our products in their environment, collaborating with sales in order to deliver the best customer experience and meet customer expecatation

Support of various AT&T internal tools (eg. ticketing systems, reporting, monitoring, archiving tools, internal authentication system, etc.) on break and fix basis, maintaining related server services (up/down monitoring of the assets, patching, etc.). Single point of contact for part of the Bluesky Nordics and France project to support several IBM customers - administrating tools and handling updates/compliance Continuous co-operation with Service Managers, good understanding of IT processes

2nd level helpdesk support - resolving complicated issue, handling implementation of new procedures, tutoring newcomers Supporting users working in trade floors, and relative business critical applications. Advanced support of MS Office Suit, Java, Browser-based applications. Focus on Windows Server Environment Implementation of new processes Quality check of tickets and phone calls review Constant collaboration with the back office part of the team