CURRICULUM VITAE

Personal Informations
Name : Roberto Massafra
Address : Plaza del Pi 5, 3a, 1, 08002,
Barcelona, Spain
Phone: 0034 673180274
Mail address : roberto.massafra@gmail.com
Nationality : Italian, Europe Community
Date of Birth : 03/05/1982
EDUCATION
2002 / 2008 :
Degree in Communication Sciences,
Siena University, ITALY
December 2005 August 2006 :
Erasmus Scholarship at
Universidad General of Lisboa, Lisbon, PORTUGAL.
LANGUAGES : Italian (native); Spanish; English; Portuguese; Catalan (basic)

JOB EXPERIENCES

IT Helpdesk Techinician

NIPPON Express Espaa July 2016 - present

IT Systems support and maintenance (Hardware, Software, asset inventory, backups...) for offices of
Nippon Express De Espaa S.A. , based on Barcelona, Madrid and Bilbao.

AD Administration (Windows Serve: User creation, managing permissions...)

Take incoming phone calls and e-mails from company employers and provide technical support
Liaise with second level based on London for grant permission, installation and access to
program AS400 for employees and managers
Provide accurate and timely diagnosis and rectification of customer faults. Resolve or escalate
problems and service requests according to established procedures.
Managing Avaya program for internal company telephone system
Troubleshoot and solve common IT issues (password resets, hardware failures, software installs,
access requests, network issues, etc...).
Set up Lotus Notes account for e-mail accounts and sync to iOs devices (iPhone, iPad)
Assistance on Citrix environment and set up new user account on Citrix
Assign devices for user to grant them access on Citrix Virtual Windows environment (Thin client,
Token, laptop with external link by Token code)
Set up switch router console
Set up laptop for management staff using Citrix database credentials
Set up and upgrade programs of security (cameras, laser sensor.)
Update and managing official company Web site at www.nipponexpress.es

Service Desk for infrastructure Server and Network

NTT Europe Ltd
September 2014 July 2016
Monitoring network issue on circuit for great corporation, reporting eventual outage and disruption of connection
to local carrier (India, Hong Kong, France, England, Spain, Italy) by e-mail and phone call to raise up technical fixing
and provide to customer a report of the reason of outage
Update customer about status of investigations and present connection state
Reporting access request and technical service queries from customer to datacenter stations, where great
company server are located

Helpdesk Service Operator

NTT Europe Ltd
September 2014 - Present July 2016
Technical assistance for hardware, software and network issues to a Santen team users;
Taking incoming phone call and email from member of a Santen team users.
Using remote control to operate on devices.
Opening inform ticket to company system.
Update database help desk for all employers
Type and share technical instructions to others employers
Provide accurate and timely diagnosis and rectification of customer faults. Resolve or escalate problems
and service requests according to established procedures.
Raise, update, and close calls on service desk call management system. Escalate call to other 2nd 3rd
Line support/external maintenance companies.

Maintain knowledge and expertise associated with applications specific to Users.

Progress / close service requests to a satisfactory conclusion on call management system.
Proactively update customers with status and resolution progress
Monitor / progress all open queries in queue.
Escalate potential service issues to appropriate level
Ensure contractual SLA is maintained.
Respond to any reasonable task posed by the assigned manager
Achieve an excellent customer satisfaction level
Identify bugs, report them and work close to escalation and redirected to teams on their resolution.

Reservations Agent
Avis Budget Group EMEA Barcelona, SPAIN
May 2014/September (5 months replacement for maternity)
Assistance in Italian, English, Spanish, Portuguese.
Assist customers via phone to make reservations for car rental worldwide, offering the best possible
solutions; if necessary, modify existing reservations and resolve eventual issues;
Inform customers about the general requirements for rental and legal requirements related to each
individual country so as to remove all doubt and a warm it about local policy.

Philips Italia'Customer Advisor

Sitel Barcelona, SPAIN
October 2013/February 2014 (replacement, fixed-term contract)
Take incoming user requests (via telephone, email), log call details into case management systems and
provide
response and resolution within SLA to customer
Maintain knowledge and expertise associated with applications specific to Users.
Analyze technical problems of the customers' devices
Progress / close service requests to a satisfactory conclusion on call management system.
Proactively update customers with status and resolution progress.
Monitor / progress all open queries in queue.
Escalate potential service issues to appropriate level
Ensure contractual SLA is maintained.
Respond to any reasonable task posed by the assigned manager
Achieve an excellent customer satisfaction level
Back office
Ricoh Europe - Sant Cugat, SPAIN
September 2012/October 2013 (not fixed-term contract)
Back office, customers' administration Ricoh Spain market;
Accountancy
Data management
Activation and cancellation contracts
Collection credits
Apple's Customer Advisor
Sellbytell Barcelona, SPAIN
June 2011/September 2012 (non fixed term-contract)
Take incoming user requests (via telephone, email, voicemail, pager, or other
automated alerts), log call details onto case management systems and
provide response and resolution within SLA to customer
Maintain knowledge and expertise associated with applications specific to
Users.
Progress / close service requests to a satisfactory conclusion on call
management system.
Proactively update customers with status and resolution progress.
Monitor / progress all open queries in queue.
Escalate potential service issues to appropriate level
Ensure contractual SLA is maintained.
Respond to any reasonable task posed by the assigned manager
Achieve an excellent customer satisfaction level

Supervisor Namco Center

Namco Station Barcelona, SPAIN
May 2010/May 2011
Staff manager, complaint office, accounting, sell events, service packs

Helpdesk, customer reception (fixed-term contract)

Hotel Eurostar Design***** - Barcelona, SPAIN
July 2009/March 2010
Provided tourist information to hotel s customers, phone service for taxi
Calls and bookings

Employee (fixed-term contract )

Vodafone Barcelona, SPAIN
January 2009/April 2009
Customer Advisor,
Technical skill about digital products,
Sell activity on store

Phone reception and room service (fixed-term contract )

New Hotel Podium **** - Barcelona, SPAIN
May 2008/November 2008

Publishing (freelance)
on-line newspaper Il Cittadino Oggi (www.ilcittadinoggi.it) -
Siena, ITALY,
September 2006 / February 2008
preparation and drafting articles of political, cultural and socio-economic argument
Tour Guide (par-time contract)
Jewish Community of Tuscany - Siena, ITALY March 2004 / July 2007
welcome visitors, ticketing and tour synagogue

LANGUAGES
ITALIAN native
SPANISH fluent
ENGLISH high level
PORTUGUESE medium
FRENCH basic
CATALAN basic

TRAINING COURSES
Apple's Product Customer Care (Sellbytel Company, Barcelona, SPAIN, 2011)
Knowledge and expertise about Apple' application
Using Ilog software as work tool
Duration : 160 Hours
Language of course : English
Share Project on Ricoh Europe (Ricoh Espaa, Sant Cugat, SPAIN, 2012)
Knowledge and expertise about Ricoh' process on customer management
Using Oracle and Siebel Softwares as work tool
Duration : 70 Hours
Language of course : Spanish

INFORMATIC SKILLS
O. S. :Mac Lion; Mac Leopard WINDOWS XP; WINDOWS VISTA;Internet
and Web 2.0 LINUX (UBUNTU, KUBUNTU)
Softwares:Pacs Office; Pacs Macromedia development web pages; AS400;
Oracle; Ilog, Viking.
DRIVING LICENCE : B