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Daniele Ripari

@danieleripari

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Customer-focused IT support specialist with 10+ years in SaaS and systems.

Italy

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What I'm looking for

I seek customer-facing technical roles where I can resolve issues, improve products via user feedback, and grow in systems and SaaS support.

I am an IT Technical Support professional with over 10 years' experience helping customers solve technical problems across SaaS platforms, Windows Server, Linux, and networking environments. I combine hands-on troubleshooting with clear customer communication across email, phone, chat, video, and ticketing systems.

Throughout my career I have worked directly with customers, documented recurring issues, and fed actionable feedback to product and development teams to improve products and processes. I have experience in service desk operations, Level 2 support, system administration, and freelance technical projects.

I am multilingual (Italian, English, Spanish) and seek roles where I can continue growing by supporting users, improving tools based on real user experience, and contributing both technically and through customer-facing guidance.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Consultant

Current

Aruba S.p.A.

Nov 2022 - Present (3 years 1 month)

Handle abuse-related incidents for hosting, cloud and dedicated servers, liaising directly with customers to explain issues and guide remediation steps while working across Linux and Windows environments.

Linux Windows Ticketing Systems Issue Remediation Technical Troubleshooting

Current

Freelance IT Technician

Current

Freelance

Mar 2021 - Present (4 years 9 months)

Provided on-demand IT technical support, photography and virtual tour services to clients, resolving SaaS and server issues and delivering customer-focused technical guidance.

Technical Support SaaS Support Windows Server WordPress Troubleshooting Remote Support

Microsoft System Administrator

Metisoft Spa

Nov 2020 - Mar 2021 (4 months)

Implemented and administered Microsoft servers in physical and virtual environments, managing Active Directory, Group Policy, backups and firewall configurations.

Active Directory Group Policy Backup Exec Fortinet Office 365 Virtualization

IT Technical Support Engineer

PCSNET Marche

Apr 2019 - Oct 2020 (1 year 6 months)

Provided customer-facing technical support for Windows Server and network issues, assisted with Office 365 setup and delivered training for system administrators.

Windows Server Active Directory DNS DHCP Office 365 Customer Training Ticketing

Technical Support Engineer

Jive Software (Aurea)

Oct 2017 - Sep 2018 (11 months)

Supported Jive SaaS customers through email and remote sessions, analyzed logs to reproduce issues, authored knowledge base articles and trained new hires; promoted to Level 2 after 3 months.

SaaS Support PostgreSQL REST APIs Salesforce Jira Log Analysis

Web Developer

Freelance

Feb 2015 - Oct 2017 (2 years 8 months)

Built and maintained websites for tourism and wine clients using WordPress and Joomla, providing ongoing support and custom theme development with HTML, CSS and jQuery.

WordPress Joomla HTML CSS jQuery Client Communication

Customer Support Agent

5CA

Sep 2014 - Feb 2015 (5 months)

Provided remote support for consumer networking and security devices, guiding multilingual customers through setup and configuration while meeting SLA targets using Zendesk and Salesforce.

IP Cameras Zendesk Salesforce Multilingual Support SLA Management Remote Support

System Administrator

Effetre Srl

Nov 2011 - Oct 2013 (1 year 11 months)

Administered Microsoft systems and provided IT support to clients, implementing Active Directory, DNS, DHCP, IIS and network infrastructure.

Active Directory DNS DHCP IIS Windows Server Network Administration Customer Support System Administration

Technical Support Engineer

Hewlett Packard

Jun 2007 - Jun 2009 (2 years)

Member of Microsoft Product Support Services EMEA team, delivering support for Windows Server and Exchange products and resolving complex customer issues.