Alessandro Mangone

my main duty is to be the connection point between Customer Support and R&D, plus assisting when major issue for
critical customers would appear.

My main duties were to provide support to UNIT4 customers mainly based in UK, Sweden and
Norway also APAC and the US and other countries across Europe ,which are making use of the ERP
program called Agresso Business World on databases running Microsoft SQL and Oracle SQL
Servers.
Taking care of escalations.

My main duties are to provide support to UNIT4 customers mainly based in UK ,Sweden and Norway also APAC and the US and other countries across Europe ,which are making use of the ERP program called Agresso Business World on databases running Microsoft SQL and Oracle SQL Servers.
Maintenance, in-depth support,defects discovered while replicating customer’s issues, provide advice on how a particular function in the software works,reporting to my Team Leader in case of escalations from/to a customer,reporting and updating every day the Support Requests in my queue.
Moreover, when trying to replicate a issue,if i discovered a bug,i must make R&D department aware of it in order to issue a hot-fix or a fix based on future releases or updates within the same versions of the software.

My duties were to analyse and escalate to Tier III Level Support any possible issue on the VoIP product, and fixing it by configuring Port Forwarding, Port Triggering, DMZ on customer’s router. Also checking customer’s home-network setup through TeamViewer Software and by using troubleshooting steps as cable checks, power cycles and factory resets. Another aspect of my role was to provide advice and trainings to the Tier I agents on VoIP based queries and to other Tier 2 agents providing tips and tricks on how to improve themselves and discussing about a technical case to share ideas/opinions/experiences. Also working on technical queries related to the “JOi Telecom” product, SP MVNO (Service Provider Mobile Virtual Network Operator) based. My main duty was to receive the tickets being escalate by Tier 1 agents about technical faults on the SIM cards sold (Call quality issues, Data issues, Texts issues, No Network issues) and escalate them to 3G UK in case i was not able to solve them at the first time.

My duties were to handle customer requests, queries, complaints and escalations from/to other departments.

During the employing period, these were my major tasks: laying copper cables and wires, PVC conduit, Rigid Metal Conduit (RMC) and Galvanized rigid conduit (GRC) pipes for wires and cables. Installation / maintenance / overhaul and calibration of process instrumentation (4-20mA), cabling and wiring on GE (General Electric) gas turbine control panels and Fincantieri steam turbines control panels, process instrumentation loop check, cross-wiring, tubing for instrumentation, experience in commissioning at the HRSG (Heat recovery steam generator ) Wierzchowice in Poland.

During the training I have done these tasks: drawing pens, mounting modules, lamps assembly, PVC conduit, Rigid Metal Conduit (RMC and Galvanized rigid conduit (GRC) pipes for wires and cables, wiring, small data networks, alarm systems, civil panel wiring.

During the training I have done these tasks: drawing pens, mounting modules, lamps assembly, PVC conduit, Rigid Metal Conduit (RMC and Galvanized rigid conduit (GRC) pipes for wires and cables, wiring, small data networks, alarm systems, civil panel wiring.