Looking for a job

roberto simion

@robertosimion

Message

I resolve escalated IT service desk issues across enterprise systems and access management.

Romania

Message

What I'm looking for

I'm looking to continue resolving complex enterprise IT support issues, owning escalations end-to-end, improving support documentation, and growing my Windows Server and infrastructure administration skills.

At DB Schenker, I support around 1,500 users in Italy as part of a three-person service desk team, resolving AD, AS400, Entrust, provisioning, access, and Microsoft 365 issues.

I've handled first-line through L3 technical support across multinational environments including Revel, HCL Technologies, Wipro, Genpact, Sparkware Technologies, and Gemius. My work spans Citrix, SCCM, Intune, Exchange, O365, mail flow, network support, authentication, and end-user troubleshooting.

I also build practical documentation and self-service SOPs, and maintain a VirtualBox home lab to deepen my Windows Server, Active Directory, DNS, Group Policy, and NTFS permissions skills.

Experience

Work history, roles, and key accomplishments

Current

Senior IT Service Desk Agent

Current

DB Schenker

Jul 2024 - Present (2 years 2 months)

Supports ~1,500 users in Italy as part of a 3-person service desk team, handling 10-15 tickets daily covering AD, AS400, Entrust, and SIMS account provisioning. Proactively resolves issues via direct communication and authors SOPs to reduce ticket volume.

Active Directory AS 400 Entrust SIMS Office 365 Outlook Excel Teams Service Desk Ticketing SOPs

Operations Manager

Alro Logistics Ltd

Dec 2020 - Dec 2024 (4 years)

Managed daily delivery and collection scheduling and driver monitoring in compliance with EU transport regulations (EC 561/2006). Coordinated with suppliers, customers, and contractors, and maintained regulatory documentation per DVSA standards.

Logistics Scheduling Compliance EU Transport Regulations DVSA Coordination

Help Desk Specialist

Revel

Jul 2023 - Jul 2024 (1 year)

Provided outsourced first-line IT support for an external client in the asset management sector, working alongside the client's NY team using ServiceNow. Supported Citrix virtual desktop environment, software deployment via SCCM, and configured authentication tools.

ServiceNow Citrix SCCM Entrust Microsoft Authenticator Intune O365 Teams Outlook Remote Support

L3 Technical Support

HCL Technologies

Mar 2020 - Dec 2020 (9 months)

Provided escalated technical support for hardware and software issues for field service operations and authorized service providers, primarily via phone. Diagnosed and resolved complex cases beyond first/second-line scope and authored knowledge base articles.

Technical Support Troubleshooting Hardware Software Knowledge Base Phone Support

Technical Support

Gemius

Sep 2019 - Feb 2020 (5 months)

Provided technical support and implementation guidance for ad-serving platform clients, including debugging ad script/tag placement issues using browser developer tools. Diagnosed and resolved display/formatting issues and collaborated with web developers on complex problems.

Ad Serving HTML CSS JavaScript Debugging Browser DevTools Technical Support

Technical Support Specialist

Sparkware Technologies

Sep 2018 - Apr 2019 (7 months)

Provided 1st/2nd-line support including Active Directory administration, Exchange/mail flow, and network-level support (proxy, DHCP, switches). Authored and updated internal support procedures.

Active Directory Exchange Mail Flow Networking Proxy DHCP Switche Documentation

Front Line Engineer, O365

Wipro

Feb 2018 - May 2018 (3 months)

Resolved O365 cases (mail flow, identity, SharePoint, Outlook, migrations) using PowerShell for troubleshooting. Recreated on-premises and hybrid customer environments in VMs to reproduce and diagnose issues.

Office 365 PowerShell Mail Flow Identity SharePoint Outlook Migration Virtualization

IT Helpdesk

Genpact

Jan 2017 - Mar 2018 (1 year 2 months)

Provided 1st-line support and Active Directory account administration across SAP, AS400, Lotus Notes, and O365 environments, including cloud migration assistance. Managed access rights on shared mailboxes/drives and deployed software via Configuration Console Manager.

Active Directory SAP AS 400 Lotus Notes Office 365 Cloud Migration Access Management Software Deployment