Michael Gerbino

Background

About Michael Gerbino

Receiving incidents by phone/mail. Make an accurate identification of the incident and find the cause of the problem. Propose a correct solution of the problem by phone. When a solution by phone or through remote desktop is not possible, go on-site in order to solve problem. Follow up of the incident in Frontrange and inform user of the status of the problem. Closing of the incident in Frontrange- I had also integrated a new team for the implementation of new templates in Heat (making new templates so the user can make requests to the helpdesk, thanks to these templates question will go to the right service with a task of what to do and with the necessary information from the user.)- MWOW project: using laptops with 4G sim cards. A total of 460 users within Elia who are in need of a roll out of their laptop or an installation of a sim card into their current laptop. For users who need a new laptop, my work was to stage (installation of windows 7) the new laptop with the necessary software for each user. Taking contact with users to plan the roll out and on the planned day making a backup of his data from the old to the new laptop + explanation how to work with the new laptop and the 4G sim card.