It Support Analyst

Valerio Oddone *** Gore Road, London E* *HW

Tel: 079********

Email: *******.********@*****.***

I am an hardworking person with more than 8 years of experience in media and communication gained in Italy, with excellent communication skills that effectively facilitate the organization of events, managing publicity and writing well research articles. Currently working as IT support analyst, am client focused and with management skills improved during my previous experiences as hotel Supervisor/receptionist. My positive and confident approach has been central to networking and maintaining professional relationships. Skills:

Management: Leadership and team work; organization and administration; workload prioritization; event and project management; strategic planning and implementation; event marketing and public relations; resource management – time, human, financial; invoicing and payment transaction; research and analysis; critical thinking, decision making and problem solving; policies and procedures; legal requirements; health and safety; customer relations and quality service.

Communication: Verbal and written English, Italian and basic Spanish; documentation and forms; records and reports; newspaper and online articles; content and presentation; interviews and meeting; public speaking; information giving; interpersonal skills; negotiation and conflict resolution; delegation and supervision; coaching and training; networking and collaborating; IT skills (Microsoft Office, databases, various software, Internet, Email). Personal: Hardworking and professional; strong work ethic; focused with attention to detail; meticulous and perfectionist; reliable and trustworthy; motivated and enthusiastic; confident with a can-do attitude; work well in a team and autonomously; keen to upskill.

Professional Qualifications

Masters in Sport Organization and Sport Events University of Parma, 2010 Journalist Italian Accreditation n. 132338, 2009

MA Media and Communication University of Rome, 2007 Career History:

Role IT Support Analyst June 2019– To date

Miki Travel

Responsibilities:

Provision of IT Support for Miki Travel clients and offices mainly using help desk software, email or IM (Skype)

Investigation and resolution of IT issues related to Miki Travel’s eBusiness, (Travel Studio, Salesforce, JIRA, Trello)

XML B2B interface

Maintenance and of Help Desk records and the recording of all changes

Maintain and create documentation for the IT Support repository

Work closely with IT Support staff in the UK and Bangkok

Suggest and implement improvements to IT Support processes and systems

Daily handover of work to ensure a smooth transition between time zone cover periods

Escalation of help desk issues to staff in relevant office/department as required

To be able to prioritize workloads on an on-going basis, ensuring the company maintains a good relationship with its clients

Contribute to and promote the implementation of Service Level Agreements (SLA’s)

Promoting a business partnership with other departments within Miki Travel Ltd

Responsible for the quality of the work produced in line with Miki Travel’s quality procedures.

Responsible for ensuring that remedial action is taken when and as necessary

Responsible for ensuring that all escalation processes are fully complied with

Adhere to and enforce Miki Travel’s company procedures and policies Role Sales Operation / FIT reservations Aug 2017 – June 2019 Miki Travel

Responsibilities:

Processing and solving booking queries/issues from clients prior and during travel like amendments and cancellations prior to travel and on the spot

Manage phone, e-mail, letter, bookings and distribute messages appropriately

Handling special arrangements for clients

Liaising with other departments within Miki Group worldwide such as Reservations, Sales, Purchasing and Accounts

Key Achievements:

Rapidly take action in case of issues and solving the matter as quickly as possible

Rapidly gained knowledge of the services provided and provide clients with accurate information.

Commended for providing excellent quality customer service

Knowledge of different Company systems

Role Hotel Supervisor Aug 2015 – Aug 2017

Brook Green Hotel, London

Role Front Office (Reception) Aug 2014 – Aug 2015

Hammonds Properties Victor Hotel ltd, London

Role Press Officer/Events Officer Jun 2011 – Nov 2013 Youth and School Sector of FIGC, Lazio Region

Responsibilities:

Organize youth football events for the region.

Author press releases for promotion of the events.

Organize of press conferences.

Public Relations

Establish and maintain relationship with local media and customers.

Collaborate with coaches to manage the coaching courses (CONI-FIGC).

Comply with legal requirements.

Key Achievements:

Organize successful football seasons for youth of the Lazio region.

Expertise in managing public relations and promotion of sporting events.

Proficiency in coaching course management for CONI. Previous Jobs

Airport Representative EF Education First, London Jun – Aug 2014 Sports Coach (Volunteer) All Sports London ltd, London Jan 2014 Journalist Calcio 5 anteprima (newspaper) Aug 2010 – Jun 2012 Press Officer Italian Rugby Federation (FIR), Rome Oct 2009 – Nov 2010 Journalist Il Corriere Laziale, Rome Mar 2006 – May 2009 School Assistant Istituto Salesiano Villa Sora, Frascati, Rome Oct 2007 – Sept 2008 Languages: English, Italian (mother tongue), Spanish (intermediate) References: Upon request.

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