Nicola Ferraresi

Managed service request queues and incident tickets, delivering enterprise-grade technical support in line with standard SLA guidelines. Installed, configured, and maintained software components across multi-platform enterprise environments (Windows Server, Linux/Unix). Diagnosed complex configuration issues and liaised directly with software developers to validate UI/functional fixes and deliver

• Inventory & IT asset management • Systems deployment • Patch Management and Endpoint Security • Software Distribution • Preformed in-depth technical configuration and troubleshooting assistance • Performed functional and user interface testing to validate solutions provided by development

Managed customer complaints for iTunes store, Mac App Store, AppStore (Customer service). Resolved issues with IOS device, trouble shooting and scheduled appointment in Apple Store (Tech support for Apple IOS and OSX). Troubleshooting for MAC by phone and screen view mode. Provided training to junior team members.

Provided Tier 2 remote technical and network support, including LAN diagnostics, TCP/IP troubleshooting, and shared storage system maintenance. Managed incident tracking, ticket updating, escalation workflows, and resolution through enterprise ticketing platforms. Installed, configured, and maintained network infrastructure components, including routers, switches, and firewalls. Recommended tailor

Knowledge of basic and advanced client side and server side operating systems.
Expertise in networking technologies like LAN, WAN and peripheral devices.
Knowledge of routers, switches, hubs, fiber optics ad NAS.
Competent with the software technologies and virus protection software system.
Skilled at understanding and analyzing the designs provided by the network manager and establish networks as

Resolved customer complaints by identifying problems and taking appropriate corrective action by chat, phone and email
Substantially increased security and performance of systems by implementing new anti-virus software and critical system updates.
Resolved connection issues due to firewall conflicts
Resolved issues created by systems update
Manually Removed major Malware through remote connection

Managed customer complaints for iTunes store, Mac App Store, AppStore (Customer service)
Resolved issues with IOS device, trouble shooting and scheduled appointment in Apple Store (Tech support for Apple IOS and OSX)
Troubleshooting for MAC by phone and screen view mode
Provided training to junior team members.
Demonstrated professional etiquette and manners when interfacing with customers
Support

Managed a team of 20 customer service advisers.
Manage customer exchanges of TIMESHARE Weeks
Handled difficult enquiries or complaints and train staff to provide a high standard of service.
Improved organizational standards, recruit and appraise staff.
Improved exchanges procedures to implement business volume.
Developed relationship with International clients improving contract with resorts.
Deve

Worked as Graphic Designer at Giovetti Comunicazioni Visive S.N.C..

Issued Aug 2026

Issued Sep 2026