Open to opportunities

antonio massaro

@antoniomassaro

Message

Dedicated IT professional with expertise in software support and customer service.

United Kingdom

Message

What I'm looking for

I am looking for a role that values teamwork, offers growth opportunities, and allows me to utilize my technical skills.

I am a dedicated and results-driven IT professional with extensive experience in software support, customer service, and technical problem resolution. Bilingual in English and Italian, I have a proven track record of building strong client relationships while providing exceptional service. My success in analyzing complex technical issues and implementing effective solutions has consistently enhanced operational efficiency.

In my current role as an Infor Software Support Analyst, I provide comprehensive technical support for enterprise-level software systems, resolving complex client issues and maintaining clear communication channels. I have contributed to the Support Knowledge Base, enhancing the company's knowledge repository, and consistently meet performance metrics while managing my workload effectively. My previous experiences in IT help desk support and customer service have further honed my skills in delivering prompt and effective solutions in high-pressure environments.

With certifications in Data Analysis and Cybersecurity, I am committed to continuous learning and professional development. I am eager to leverage my technical expertise and bilingual capabilities to contribute to a dynamic team and drive success in my next role.

Experience

Work history, roles, and key accomplishments

Current

Software Support Analyst

Current

Infor

Oct 2021 - Present (3 years 10 months)

Provided comprehensive technical support for enterprise-level software systems, resolving complex client issues related to system configurations, product functionality, and software bugs. Served as primary liaison between company and clients, maintaining clear communication channels and ensuring customer satisfaction.

Technical Support Troubleshooting System Configuration Customer Relationship Management Technical Documentation Quality Assurance Performance Metrics Global Support Procedures Client Communication

IT Help Desk Analyst

Freshfields Bruckhaus Deringer

Jan 2021 - Jul 2021 (6 months)

Delivered prompt and effective 1st line technical support for the firm's core systems. Managed service tickets according to established SLAs and OLAs, ensuring timely resolution.

Technical Support SLA Management Customer Service Communication Legal Environment Troubleshooting

Sales Coordinator

Elsken's Tinting Solutions

Feb 2019 - Aug 2019 (6 months)

Facilitated international procurement processes between UK and Italian markets. Managed high-priority shipments and logistics for time-sensitive deliveries.

Logistics Supplier Management Italian

Italian Customer Support Executive

Stream AMG

Jan 2019 - Jul 2019 (6 months)

Provided specialized Italian-language customer support for streaming service subscribers. Monitored live basketball game broadcasts for quality assurance.

Customer Support Italian Quality Assurance Video Quality Streaming

Quality Control Inspector

Brighthouse

Sep 2017 - Jan 2019 (1 year 4 months)

Conducted thorough inspections to identify product defects and ensure quality standards. Managed refurbishment processes to restore products to market-ready condition.

Quality Control Quality Market Ready Products

Administrator

University of Palermo

Sep 2012 - May 2016 (3 years 8 months)

Managed administrative functions for university department, including student registration. Maintained comprehensive student records and credential data.

Administrative Support Student Registration Student Records Academic Commencement Data Management

Military Service

Italian Military Service

Sep 2010 - Sep 2012 (2 years)

Developed leadership skills and strong work ethic through military training. Cultivated discipline, integrity, and teamwork capabilities.

Leadership Work Ethics Disciplining Teamwork Reliability

Education

Degrees, certifications, and relevant coursework

Filippo Parlatore High School, Palermo Institute of Technical Surveyors

Diploma, Technical Surveying

Specialized in Technical Surveying with comprehensive coursework in Italian Language and Literature, Mathematics, Economics and Accounting, Sciences, Physics and Chemistry, Technical Design and Rural Technology, History and Civic Education. Completed a 2-year health and safety apprenticeship.