Open to opportunities

loris capitani

@loriscapitani

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Technical Support Manager with expertise in web development and QA.

Austria

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What I'm looking for

I am seeking a role that fosters innovation and values customer-centric solutions.

With over six years of experience in technical support within the betting and casino industry, I have honed my skills in customer relations, troubleshooting, and quality assurance. My journey has equipped me with a robust understanding of customer service standards and the technical acumen to resolve complex issues efficiently. I have successfully collaborated with cross-functional teams to enhance service delivery and ensure customer satisfaction.

In my recent role as a Technical Support Manager, I implemented comprehensive benchmarks to monitor service standards and developed customer support strategies that significantly improved retention rates. My technical expertise spans various tools and technologies, including AzureDevOps, Zendesk, and web development languages such as HTML, CSS, and JavaScript. I am passionate about leveraging my skills to contribute to innovative projects and drive operational excellence.

Experience

Work history, roles, and key accomplishments

Technical Support 2nd

Odissea GmBh

Feb 2018 - Apr 2024 (6 years 2 months)

User problem resolution (testing, analysis). Hardware/software/network technical support, client communication, product development feedback. Ticket management, remote installations, AzureDevOps documentation, pre-deployment testing, relationships with development teams.

Troubleshooting Customer Support API Investigation Splunk Reporting Teamwork QA

Technical Support Manager 2nd

Odissea GmBh

Sep 2022 - May 2023 (8 months)

Set and monitored customer service benchmarks. Collaborated cross-functionally on product/service/troubleshooting updates. Monitored employee performance, identified training needs. Audited/standardized support procedures regionally. Created customer retention strategies. Resolved complex issues minimizing business impact. Liaised with internal development teams.

Technical Support Customer Service Quality Assurance SQL Zendesk Adobe Photoshop Adobe Illustrator HTML CSS

Web Developer

Engage IT Services S.R.L

Aug 2019 - Nov 2019 (3 months)

Developed corporate websites, focusing on functionality and security. Ensured software updates and monitored for vulnerabilities.

WordPress HTML CSS Website Security Web Development Troubleshooting Monitoring

Web Developer

Odissea GmBh

Oct 2018 - Jan 2019 (3 months)

Created and maintained corporate websites, enhancing functionality and security. Monitored for vulnerabilities and ensured software was up to date.

WordPress HTML CSS Website Security Web Development Troubleshooting Monitoring

Web Developer

Perla Sara Servizi

Nov 2016 - Feb 2018 (1 year 3 months)

Designed and developed corporate websites, enhancing their functionality and security. Regularly updated software and monitored for vulnerabilities.

WordPress HTML CSS Website Security Web Development Troubleshooting Monitoring

Web Designer

Music Label

Apr 2016 - May 2016 (1 month)

Created album cover designs using Adobe Photoshop and Illustrator, focusing on visual appeal and branding.

Adobe Photoshop Adobe Illustrator Graphic Design Branding

Education

Degrees, certifications, and relevant coursework

Nemo Academy

Web Graphic Design

2014 - 2016

Grade: 27/30

Studied Web Graphic Design, focusing on creating web pages using HTML, CSS, and JavaScript, as well as utilizing CMS like WordPress for building websites.