Massimiliano Cito

Network Specialist

AREAS OF EXPERTISE PERSONAL SUMARY

Ability to install, configure, operate,

and troubleshoot medium-size routed
and switched networks
(Cisco Certified Network Associate
(CCNA) Routing and Switching)
PC hardware and Microsoft OS
(Windows Server 2008,
Windows 7-8-10)
Outlook, Lotus Notes
Network Specialist with CCNA Certificate responding to troubleshooting calls and
e-mails from network’s user. Experience to diagnose and offer repair instructions
remotely, as well as in person.
Multi-tasking capabilities, able to manage multiple projects simultaneously with
accuracy and effectiveness.
Focused with a comprehensive understanding of dealing with support calls and an in
depth knowledge of ITIL processes.
Can communicate clearly and effectively with people from diverse backgrounds and
would be an asset to any employer who respects loyalty and responsibility.

Active Directory Now looking for a challenging position within an ambitious employer where I will be
able to increase my work experience and further develop my abilities.
Managed firewall service Can work equally well alone or as part of a team.

Backup systems WORK EXPERIANCE

Internet services Colgate, Dublin / Ireland

(mail, web, anti-spam) Service Center Agent / February 2011– present

Microsoft Office package Responsible for the day to day IT requirements of the company’s users such as
account management, trouble shooting, help and advice. Maintaining desktop
IT skills & management applications, local area networks, IT security and telecommunications.

Customer service
Duties:
Handling complains - giving technical and customer assistance using CRM to track issues
- Active Directory to manage accounts and SCCM 2012 to remote control
machines
Managing crisis situations
- creating and maintaining technical articles
- strengthening the IT infrastructure through the implementation of new
technologies
- to evaluate, test, advise, train and support IT related projects
PERSONAL SKILLS - recommending and implementing improvements and efficiencies
- updating the IT portal and creating reports about number of visits
Leadership skills - performing routine audits of systems and software
- responsible for the recruitment and training of new staff
Customer focused
Special projects:
- RCA (Root Cause Analysis)
Listening - CII (Continuous Improvement Initiative)
- SSRPM (self-service reset password management) implementation
Confident - SCCM 2012 testing

Hard working

Siemens, Cork / Ireland

Helpdesk Lvl1 Lvl2 / 2010 August – 2011 February

Duties:

LANGUAGES
Italian (native)
English (fluent)
French (basic & understanding)
PERSONAL DETAILS
Massimiliano Cito
Apt 27 Barley House,
Cork Street, Dublin 8, Ireland
Mobile: 00353 (0) 858198644
E-mail: maxcito73@gmail.com
Born: 25 December 1973, Taranto,
Italy
Nationality: Italian
Marital status: single
- technical assistance to customers from different accounts (mostly
cooperating with Italcementi using SM7 to log in ticket)
- Active Directory to manage accounts and Dameware to remote control
users machines
- giving support to Daetwyler customers worldwide with OSMQ tool
travel break / Asia
September 2009 – July 2010
Travel to Asia – Thailand, Cambodia, Vietnam, Laos
Obtained Diving Instructor Licence
work for myself as Independent IT Technician / Taranto, Italy
July 2006 – September 2009
Duties:
- provided support to clients – remote or onsite
- software and hardware support
- IT advisor for private clients and companies
DELL Computer, Montpellier / France
Level 2 Supervisor (2002-2006); Level 1 Helpdesk Technician (1999-2002); back office
/ December 1999 – June 2006
Duties:
As Level 1:
- support for hardware and software issues
- desktop and workstation line support
As Level 2:
- supervising a team Level 1 technicians (10-15 staff)
- higher level support for clients
- post-selling assistance
- handling DOA (dead on arrival)
- interface between technical support and customers for requests out of
standard procedure
-
Awards:
- 3 awards for outstanding performance + promotion as Supervisor Level 2
TRAININGS
- CCNA - Cisco Certified Network Associate Routing and Switching
- Kapner & Tregoe ATS (Analytic Troubleshooting); it’s a training based on
the effective analysis of a problem before of any intervention; to avoid
waste of time and financial resources, bestowing individual attitude to the
problem solving
- BPI training (Business Plan Improvement); it’s a training done to create
plans and/or projects with maximum effectiveness and minimum resources
investment
- training to install and maintain LAN networks
ACADEMIC QUALIFICATIONS
1992-1997 secondary school: Instituto Pacinotti, Taranto
- Faculty: Informatics / Electronic / Industrial systems / Statistic
Diploma Chief technician, specialization: Informatics