Salvatore Paolo Salzano

• Relevant experience in support of the CIS Change Management process • Sound technical knowledge on CIS (end-user equipment, wide area networks and local area networks) • Responsible for the timely processing of IT change requests in accordance with agreed priorities and timelines • Manages ticketing system queue according to priority (ITSM Ticketing Tools, BMC Remedy). Ensures timely and accurate updates to ticket history • Provides superior customer service and responsiveness that inspires confidence with the customers;- providing Technical Support and System Administration of Windows Operating systems; Walk customer through problem-solving process. • Interface with CIS users for service desk related Installation, Maintenance and Change requests. • Dispatches to provide second level support to common application and OS related issues to end users • Assigns implementation requests to Service Operational and Support Branch or directly to Service Lines • Responsible to ensure that the implemented changes meet the requirements agreed with the customers or the tasking entities • Follow-ups on all approved change requests to ensure they are implemented successfully • Ensures that all change requests are recorded and classified according to operational urgency and risk • Designing, installation, configuration and troubleshooting of networks (routing protocols, e.g. OSPF, EIGRP, BGP; switches, e.g. STP, HSRP, GLBP, VVRP, VLANs), of deployable NATO CIS systems; Developing backup and recovery procedures, installing, testing, maintaining, and upgrading network systems; • Close cooperation with Network, Voice, Crypto and Firewall engineers and technicians to implement, test and troubleshoot networks, and security measures; • Implementing and testing new solutions into NATO Unclassified and Classified Networks systems; • Daily administration of network part - NATO CIS Deployable Systems; • Maintain daily performance of computer systems. Respond to email messages for customers seeking help.