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Emanuele Marchetti

@emanuelemarchetti

Twenty years on enterprise systems, nine in technical support. I read a system by how it behaves, not how it's described. Remote.

Netherlands

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What I'm looking for

Fully location-independent, remote work with a foreign employer or clients. Data, analysis, or technical writing. I work best in written, asynchronous roles.

I spent about twenty years building and maintaining enterprise data-critical systems, mainframe COBOL, Oracle PL/SQL and Java, at companies including Telecom Italia, Eni, Enel and Accenture. Most of that work was billing systems, where finding and resolving data anomalies in production, under SLA, was the daily job. I also built a billing-architecture mapping tool on my own; the manager who requested it kept using it after he changed roles.

For the last nine years I have worked in technical customer support. At Mercedes-Benz I resolve around thirty technical cases a day at first contact, with 98% autonomous resolution and the highest customer-satisfaction score on my team, at 96%. Earlier, on the Connected Mobility side, I documented customer-reported anomalies for the engineering backdesk and relayed the solutions back, the bridge between customers and engineers, across multilingual European markets.

What connects both halves of my career is the same skill: taking something complex that other people built, and making it usable. I work remotely, worldwide, and I am moving toward fully location-independent work.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Mercedes-Benz

Jun 2021 - Present (5 years 1 month)

Resolve ~30 technical cases per day at first contact with 98% autonomous resolution, maintaining the team’s highest CSAT (96%). Serve as a technical reference point for colleagues and manage case logging and escalation via a ticketing system.

Technical Support Customer Support Case Management Ticketing and Escalation Issue Resolution Customer Satisfaction (CSAT)

Connected Mobility Services Specialist

Mercedes-Benz

Jun 2018 - Jun 2021 (3 years)

Provide technical and customer support for Mercedes Me digital services and the connected-vehicle platform across multilingual European markets. Document customer-reported anomalies for engineering to reproduce and relay solutions back to customers.

Customer Support Digital Services Support Connected Vehicle Services Issue Documentation Troubleshooting Multilingual Support

Dispute Resolution Specialist

Airbnb

Jun 2017 - May 2018 (11 months)

Handle the most escalated host-guest disputes as a neutral intermediary, resolving 20–30 cases per day. Apply policy decisions and manage refunds and monetary compensation while de-escalating interactions with clear, fair communication.

Dispute Resolution De escalation Customer Service Policy Application Refunds and Compensation Fairness and Clarity

Java Developer

Karibu S.r.l.

Sep 2016 - Jun 2017 (9 months)

Build front-end functionality for an early-stage application, including CRM population, authentication procedures, and navigation menus. Develop using Java (NetBeans) and SQL (Hibernate).

Java NetBeans SQL Hibernate Frontend Development Authentication CRM

Software Analyst COBOL/CICS/DB2

Selex ES

Nov 2015 - Nov 2016 (1 year)

Develop and test insurance-package software for invoice, commercial letter, and balance sheet processing for Eni clients. Resolve production anomalies using COBOL/CICS/DB2 on a Mainframe.

COBOL CICS DB2 Mainframe Production Anomaly Resolution Software Development Testing

Analyst COBOL/CICS/DB2

Values On Systems

Nov 2015 - Nov 2016 (1 year)

Perform development and test analysis for back-end customer-service operations (Al Rajhi Bank), resolving production anomalies as needed. Produce full development, test, and installation documentation using Scrum/Agile practices.

COBOL CICS DB2 Mainframe Test Analysis Production Anomaly Resolution Software Documentation Scrum Agile

Software Analyst Dev COBOL/CICS/DB2

Accenture

Apr 2013 - Jun 2015 (2 years 2 months)

Develop and test insurance-package software approved by the actuarial department. Conduct production anomaly analysis and produce full development, test, and installation documentation using COBOL/CICS/DB2 on a Mainframe.

COBOL CICS DB2 Mainframe Production Anomaly Analysis Software Development Testing Installation Documentation

COBOL/CICS/DB2 Analyst

Eni

Aug 2008 - Mar 2013 (4 years 7 months)

Work as a COBOL/CICS/DB2 analyst for GFS on Mainframe in the Billing area. Handle documentation transfers to Eni clients and resolve production anomalies in a timely manner.

COBOL CICS DB2 Mainframe Billing Systems Software Documentation Production Anomaly Resolution

Software Analyst COBOL/Oracle

Enel Spa

Mar 2008 - Aug 2008 (5 months)

Develop and test COBOL and PL/SQL for maintenance of an Oracle billing-update database. Schedule update processes to meet client SLAs.

COBOL Pl SQL Oracle Database Development Scheduling SLA Compliance

CRM Analyst UNIX/Oracle

Telecom Italia

Aug 2007 - Feb 2008 (6 months)

Serve as a CRM group analyst (CCRM, CCRMWEB), resolving system anomalies reported from the field. Schedule update processes to meet SLA compliance and perform test and correction using PL/SQL data-recovery procedures.

Unix Oracle Pl SQL CRM Systems (CCRM CCRMWEB)SLA Compliance Data Recovery Procedures Production Support

Production Environment Analyst UNIX/Oracle

Telecom Italia

May 2007 - Aug 2007 (3 months)

Act as an Arbor production analyst for International Billing (France and Germany), installing billing-update kits periodically. Schedule billing processes for SLA compliance and deliver post-billing documentation to clients and internal teams.

Unix Oracle Production Support International Billing SLA Scheduling Billing Update Kit Installation Documentation Delivery

MIBS Multibusiness Support Analyst

TIM Spa

Nov 2006 - May 2007 (6 months)

Provide multibusiness NBS operations support, verifying quality criteria and documentation for each software release. Identify anomalies, log them, and track issues through closure.

Unix Mainframe Release Support Quality Verification Anomaly Logging

Software Developer COBOL/CICS/DB2

Telecom Italia

Aug 2000 - Oct 2006 (6 years 2 months)

Support mainframe multibusiness billing operations, including fault analysis and resolution across all billing phases. Monitor and plan anomaly sheets and independently build a billing-architecture mapping tool using Access/VBA that remained in use after the manager changed roles.