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Alessandro Lupi

@alessandrolupi

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Experienced IT service desk specialist proficient in AD, Citrix, Office 365.

Hungary

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What I'm looking for

I am seeking a hands-on IT support role where I can apply AD, Citrix, Office 365 and MDM expertise, collaborate with a supportive team, mentor junior staff, and grow into broader system administration responsibilities.

I am an experienced IT Service Desk professional with over 10 years of hands-on expertise in technical support, troubleshooting, and system administration across multinational environments. I provide dependable Level 1 and Level 2 support for Active Directory, Citrix, SCCM, Office 365, VPNs, and MDM solutions.

My background includes administering user accounts and security groups, configuring and troubleshooting VPNs (Zscaler, Cisco AnyConnect, GlobalProtect), managing mobile devices with MobileIron/Ivanti, and resolving printer, software, and VDI issues. I have practical experience with tools such as Grafana, Director (Citrix), and Office365 admin consoles.

I bring multilingual communication (native Italian, advanced English, intermediate Spanish), strong problem-solving ability, and a collaborative mindset. I have certifications including Microsoft AZ-900 and ITIL Foundation and a track record of reducing ticket volume while mentoring junior agents.

Experience

Work history, roles, and key accomplishments

Current

Italian Support Specialist

Current

Transcosmos

Jul 2024 - Present (1 year 7 months)

Provide phone-based software and hardware support for Italian users, troubleshoot and configure GPS trackers and SIM settings, and guide installers through configuration and SMS-related issues.

SIM SMS Tools Vodafone Tools Configuration Management Troubleshooting Citrix MobileIron

IT Service Desk

Cognizant

Nov 2019 - Dec 2023 (4 years 1 month)

Provided Level 1 IT support across multiple accounts, resolving Active Directory, Citrix, SCCM and Office 365 issues, configuring VPNs (Zscaler, AnyConnect, GlobalProtect) and managing MDM enrollment and device troubleshooting.

Active Directory Citrix SCCM Office 365 Zscaler Cisco AnyConnect MobileIron Lotus Notes

IT Service Desk Level 2

Computacenter

Oct 2017 - Nov 2019 (2 years 1 month)

Delivered Level 2 support for AD, Citrix, SCCM and Office 365, reduced ticket volume by assisting Level 1 agents, and performed printer/shared drive mapping, software installs and registry fixes.

Active Directory Citrix SCCM Office 365 Installation Incident Management Troubleshooting

IT Service Desk and Local IT

Greif

Jun 2016 - Oct 2017 (1 year 4 months)

Managed user accounts and permissions with Active Roles, troubleshot VDI and server connectivity (SolarWinds), and configured Cisco IP phones, laptops and printers for local IT needs.

Active Roles Solarwinds IP phones Hardware Support Account Management

IT Service Desk

CPL

Apr 2014 - Jun 2016 (2 years 2 months)

Provided Italian-language technical support for AD, Citrix and MobileIron, supported iPad/iPhone users in a medical Salesforce environment, and conducted candidate language assessments and training.

Active Directory Citrix MobileIron Salesforce Support User Training Candidate Assessments

Education

Degrees, certifications, and relevant coursework

University of Bergamo

Diploma in Foreign Languages, Foreign Languages (English and Spanish)

Graduated with a diploma in foreign languages covering English and Spanish, literature, geography, and glottology.

ITIS A. Righi

Diploma in Industrial Chemistry, Industrial Chemistry

Graduated in Industrial Chemistry with coursework in organic, physical, analytical, and industrial chemical processes; thesis on uses of polyethylene.