Alessia Pratelli
Padstow,NSW
Summary
Dynamic Senior Technical Support Specialist with a proven track record at Agentbox, adept in advanced troubleshooting and a master of Office 365. Excelled in enhancing user experience and streamlining support processes, demonstrating exceptional collaborative skills and technical acumen. Achieved a record-breaking resolution of support tickets and CSAT scores, underscoring a commitment to efficiency and impactful team training. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
Agentbox by Reapit
Redfern, NSW
02.2016 - Current
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Identifying gaps in knowledge and skills and executing training programmes
- Responsible for 3rd level escalations
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped streamline repair processes and update procedures in Confluence documentation for support action consistency.
- Worked with software development team on reported errors and bugs on newly released software and monitored results after release fixes.
- Sample checking following support engagement and problem resolution.
- Assisted in QA Mobile App testing
- Hosted weekly Product meeting
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assumed remote control over customers' computers when necessary to resolve problems.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted junior staff members with resolving technical issues they were unable to solve themselves.
- Conducted training sessions for new employees on the use of hardware and software products.
- Imported legacy data into a database using XML import and export tools.
- Assisted with installation, customization, configuration and troubleshooting of Microsoft tools.
Office Manager
Fincas GP Real Estate
Barcelona
01.2007 - 01.2013
- Maintained computer and physical filing systems.
- Optimized organizational systems for payment collections, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained CRM database with customer updates and report generation.
- Signing and Termination of leasing contracts
Education
Certificate of Registration - Real Estate
REINSW
REI NSW2013
High School Diploma -
Bethlehem Ladies College
Ashfield, NSWCertificate III -
Certificate in Working With Older People
TAFE Petersham, NSWSkills
- Collaborative Team Player
- Technical Support and Assistance
- Diagnostic Tools
- Training Material Development
- Microsoft Operating Systems
- Incident Management
- Issue and Resolution Tracking
- Training Junior Team Members
- User Experience
- Case Support
- Remote IT Troubleshooting
- ITIL framework
- Mobile device management
- Hardware configuration
- Advanced troubleshooting
- Office 365 mastery
- Microsoft teams management
- API integration
Certification
- ITIL 4 Service Management Certified
- Microsoft 365 Certified
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Italian
Native/ Bilingual
Accomplishments
- Service Recognition 5 Yrs Reapit
References
References available upon request.
Timeline
Senior Technical Support Specialist
Agentbox by Reapit
02.2016 - Current
Office Manager
Fincas GP Real Estate
01.2007 - 01.2013
Certificate of Registration - Real Estate
REINSW
High School Diploma -
Bethlehem Ladies College
Certificate III -
Certificate in Working With Older People