GIULIANO
PICCOLO
FUNCTIONAL ANALYST
Buenos Aires, Argentina (with Italian citizenship)
PROFILE
EDUCATION
Obtain experience as well as a good
overall performance in the social
environment.
UM – Universidad de Moron (Moron’s University)
Tourism
March 2014 – November 2020
Finalized. Tourism Bachelor’s degree
Provide help, participation, charisma
and desire to work to create a good
working environment with my peers.
Being able to extract the good and
the bad from work experiences.
Provide initiatives / improvements for
the constant labor process.
Accept and listen to criticism with
attention to correct my mistakes and
perfect my daily tasks.
CONTACT
PHONE:
-
EMAIL:-LINKEDIN
https://www.linkedin.com/in/giulianop
iccoloarg/
ADRESS
Igualdad 865, Haedo, Province of
Buenos Aires
BIRTH
04/30/1994. I am 26. I have double
citizenship. Argentina and Italy
HOBBIES
Workout
Listening to music
Volunteering in scouting
Argentina del Oeste Secondary School
2009 - 2011
Finalized
Emaus School
1997 – 2009
Finalized
WORK EXPERIENCE
Accenture Functional Analyst
May 2020 – Today
- Work with TFS creating User stories, change request.
- tools used: TFS, SharePoint, MS Office 365, MS Teams, Qliksense, SQL
server.
- Work with Agile. Prepare SPA and IPM calls.
- Answer any doubt/concern that the technical teams may have.
Accenture Technical support
January 2016-May 2020
- Give production support to a web and mobile application called my
time and expenses.
- Search for the root cause of any issue that affects the tool i.e. the user
can’t submit his/her hours.
- Know which team could resolve the issue if it is out of our scope.
- Keep Monitoring incidents through Service Now or ITSM platform. Keep tickets low and complete it with perfect quality following
standard procedure such as template and categorizations.
- Improve the quality and information of incidents we receive from
other groups.
- Perform SQL queries to compare the information that exists between
the application and the stored information.
- Work using Agile methodology.
Accenture QA Analyst
September 2014-January 2016
Perform a weekly listening of the Help Desk agents, make an evaluation
and generate a report with the evaluation data per week using NICE
Recording.
- Send communications to Team Leaders and Managers to improve the
quality of the service we provide.
- Make the corresponding feedback with the agents and theirs Team Leaders in meetings every 15 days where the agent is evaluated and
discuss if he / she has any concerns / doubts about his evaluated
performance.
Philip Morris International Help Desk Analyst
January 2013–September 2014
-Assist users of PMI (Philip Morris International) by phone and email.
- Proceed to troubleshoot if necessary.
- Connect remotely to the user’s computer and see the problem.
- Massive use of SAP / Service Now / Microsoft Outlook 2013 / Windows
Acces Remote / Dame Ware / Lync / IPCC Supervisor / Active
Directory.
D&D Informática Aplicada Assistant of computer technician.
April 2012–January 2013
- Assemble desktop and laptop computers.
- Arming Disarming of PC. Hardware
- Installation of Complete Software
- Maintenance.
- Standarization of equipment (Cloning of disks) / Pogram used: Ghost
Norton)
Altos del oeste Cadet
March 2011–December 2011
Customer service, search of what each client demand and see offers
that could be accessible.
SKILLS
SQL
70%
MS Office 365
SharePoint
75%
45%
ServiceNow
TFS
70%
50%
LANGUAGES
Spanish: Native
English: Fluent
Portuguese: Fluent
Italian: Intermediate
REFERENCES
Functional Leads: Gabriel Casanovas & Anastasia Romanyuk
Contact:--Global Lead: Andrea Camino
Contact:-Technical Support Lead: Lucas Gonzalez
Contact:-
