Fernando Santambrogio has over 17 years of experience in IT support roles, including his current role as Senior IT Analyst at Value Retail PLC in Bicester, UK. He handles service desk calls, manages incidents and requests, and ensures high customer service. Previously, he was IT Manager in Spain, managing a team that supported 50 users. He has a range of IT certifications and courses, as well as a Professional Certificate in Management from the Open University.

1. FERNANDO SANTAMBROGIO
07900 215 022
fsantambrogio@yahoo.com
Professional Certificate in Management – Open University 2016
Information technology profile
 ITIL V3 Foundations Certified.
 CCNA course (not certified).
 MCITP course (not certified).
 17 years of increasing responsibilities in the technology support field.
 Ability to analyse, evaluate and resolve hardware and software conflicts.
 Skilled in diagnosing and repairing PCs and MACs
 Innovative ideas and the courage to use them.
 Deep knowledge of MS Office tools 2010/2013/365, TCP/IP configuration, LAN,
Windows 7 and 10, MAWindows Server 2003/2008, Microsoft Exchange Server.
 Service Desk management.
Customer service profile
 Able to effectively handle both client contact and project coordination with other
disciplines.
 Experience dealing tactfully and effectively with difficult customers.
 Excellent public relations and customer contact ability.
 Offers a cheerful and helpful manner with customers and colleagues.
 Capacity to handle large volume of calls in a professional and courteous manner.
 Ability to interact effectively with customers and staff at all levels.
 Outstanding communication, interpersonal and organizational skills.
 Effective communication skills and works well with others at all levels.
PROFESSIONAL EXPERIENCE
Bicester – United Kingdom
Feb/2012 -
Continue
Value Retail PLC (Bicester Village)
IT Service Desk Senior Analyst
 PCs and MACs configuration and support
 AD, Office 365 and Exchange online management
 Cisco WCS – Cisco CM Console – Cisco Anyconnect
 iPhone configuration
 Resolution of incidences and requests raised by users in all our Villages
 Global meet and Vidyo (PGI / Videra)
 Procurement
Specific responsibilities include:
Handle all telephone calls, emails, self-service and personal visits to the
Service Desk.
Ensure all incidents & service requests reported are logged in the IT Service
Management Tool.
Undertake initial diagnosis, categorisation and prioritization of all incidents and
service requests.
Responsible for keeping end customers notified on the status of incidents and
requests in a timely manner.
Proactively monitor ticket queues within ServiceNow to ensure all tickets are
updated and resolved within the defined SLA, and ensure the Service Desk
Manager is notified of SLA failures.
Ensure that a high level of customer service is consistently delivered.
Publish knowledge articles and other documentation/procedures and provide

2. staff training if required.
Deal with hardware suppliers, request quotations and raise purchase orders.
Compare quotations produced by suppliers and search for best prices.
Keep track of hardware requests and keep stock levels updated
Receipt deliveries and update asset database.
Madrid - Spain
Dec/2006 to
Dec/2010
Cederroth Distrex - IT & Customer Services Management
IT Service DeliveryManager and Customer Service Manager (50 users,
15 in Madrid, 35 in Barcelona)
 Voice, data network and PC’s configuration, active directory
management, backup and restore, network security, and software
maintenance.
 Coordination, management and supervision of IT technical resources.
 Participation in global projects of Cederroth group.
 Purchase management of IT resources.
 Negotiations with head office in Sweden.
 Resolution of issues raised by users in English and Spanish.
 Development and implementation of a business continuity plan for IT
department.
Jan/2005 to
Dec/06
Gillette (until June/2006, then Procter & Gamble) - Sales Department
Sales Support Department Assistant (250 users)
 Intranet Manager (e-binder) for the Sales Force.
 Use of Macromedia Dreamweaver and Adobe Photoshop.
 Reports development for the Sales Force using Oracle.
 Use of Excel macros.
Jan/2001 to
Dec/2004
Gillette – IT Service Desk Manager
 Manager of 6 IT Service Desk Analysts
 Software and hardware support
 Reports in line with my position.
 Company migration from Windows 95 to Windows 2000 using Tivoli.
 Call management in English and Spanish SAP installation using Tivoli
for the Sales Force.
 Solution of issues raised by office staff and Sales Force, in house and
remotely.
 Installation of ADSL lines to the sales force.
 Daily backup.
 External technical staff supervision.
 Voice and data network configuration.
 Administration of network users.
 Office migration executed in time and efficiently.
Buenos Aires – Argentina
Jan/1997 to
Aug/2000
Prodmet
Internal Customer Support Department / Technical Support
IT Technician (50 users)
 Renewal of computer equipment.
 Installations and upgrades of hardware and software.
 Training and support to users.
ACADEMIC QUALIFICATIONS (Buenos Aires, Argentina)
 Information Technology Teacher – Mar/1994 to Dec/1995

3.  Computer Systems Analyst - Mar/1988 to Mar/1991
 Primary School Professor – Mar/1982 to Dec/1983
OTHER COURSES
 TCP/IP - 40 hours - Jun/2008
 Microsoft Exchange Server 2003 - 30 hours - Jul/2008
 Hardware and software technician – 300 hours – Apr/2011
 CCNA course – 210 hours – Mar/2011 to Jul/2011
 MCITP course – 150 hours – Oct/2011 to Nov/2011
 ITIL course (Certification) – 20 hours – Nov/2011
 Professional Certificate in Management – Open University 2016
LANGUAGES
 Spanish: Mother tongue
 English: High level
 Italian: High level
 French: Medium level