Mauro Ghiglia

Hired by Stefanini ADC Romania and loaned to Extenda Retail .

During the tenure with Extenda Retail's Pharma Division , collaborated closely with cross-functional teams to achieve targeted results, fostering courteous and effective relationships with customers and colleagues from Extenda Retail's Pharma & Retail teams, with commitment extended to flexible scheduling, covering day, weekend, and holiday shifts.

• Diligent investigations and issues resolution, employing problem tickets, spikes, tasks, and bug tickets.
• Demonstrating unwavering commitment to attendance, maintained excellent record of punctuality.
• Successfully thrived in fast-paced environment, meeting tight deadlines with unwavering composure.
• Supervising data transfer, extraction, insertion and integration between internal / external documents, and application databases, even by running MS SQL (MS SQL MANAGER) and MySQL (Toad and HeidiSQL) queries in test and production environments.
• Check flow of sensitive content documents in many formats, including XML documents and ARTS/CBO receipts, eventually extracting them from messaging server ( RabbitMQ ) and re-queueing them after correction.
• Maintaining queues in SQL Integration tool VRI ( Visma Retail Integration - based on MSMQ and connected to MS SQL Manager via SSIS ), eventually moving messages out of queues and analyzing them.
• Executing routine and on-demand system checks during morning and early morning hours.
• Taking ownership of Jira tickets from Service Desk, ensuring timely resolution.
• Analyzing issues comprehensively and devising solutions.
• Skillfully employing tools like Google Docs, Confluence, Google Suite, Microsoft Office Suite, and Draw.io to craft communications and documents for SOLOP team.
• Effecting controlled changes in production databases and diligently documenting them in Production Database Changes Spreadsheet.
  Facilitating data searches in production databases at customer's request.
• Meeting with internal and external customers to develop relationships and foster co-innovation opportunities.
• Implementing consistent coding practices.
• Analyzing and developing technical solutions to meet business requirements.
• Learning and sharing knowledge of new technologies to support technically challenging projects and assume various responsibilities.
• Developing standardized work processes, tools and methodologies to improve quality and profitability.
• Testing troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Translating technical concepts and information into terms parties could easily comprehend.
• Authoring code fixes and enhancements for inclusion in future code releases and patches.
• Estimating work hours and tracked progress using Scrum methodology.
• Contributing ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.

In my role as a member of the Extenda Retail Solution Operations (SOLOP) Team, my responsibilities expanded to:

• Vigilantly managing and investigating Jira alarms through monitoring Alarm Tickets and dissecting alarm descriptions.
  Scrutinizing Manage Engine to assess connected server jobs and address any issues.
• Monitoring server and service statuses, intervening and restarting as needed while ensuring relevant production teams were informed.
  Analyzing intricate systems checked by server jobs, mostly using tools like Manage Engine and Dynatrace .
• Leading investigations into failing server jobs and other issues, culminating in creation of Incident Tickets, Problem Tickets, and Spikes for production databases.
• Poring over code and server logs to identify errors and inconsistencies.
• Rigorously testing solutions in controlled environments before proposing them to customers via Request For Change (RFC) submissions.
• Implementing approved solutions within production systems.

Furthermore, undertook leadership role as the person in charge of second largest customer (Apotekstjänst project), taking on following responsibilities:

• Holistically managing all customer tickets and problem tickets.
  Nurturing consistent communication with customer representatives.
  Delivering sensitive periodic reports to stakeholders.
• Safeguarding data integrity by ensuring uninterrupted service to servers.

Personal Projects:

• Beyond my immediate responsibilities, initiated creation of SOLOP Library . As inaugural member of SOLOP team, meticulously organized and curated existing content, rectifying inaccuracies and producing new material as articles and charts, thereby streamlining team's information system.
• Spearheaded reorganization of team's information system, categorizing and refining existing material while generating new articles and charts to optimize accessibility and usability.

• Experience with Teams: Kraft-Heinz & Nike (both Worldwide)
• In my engagement with Kraft-Heinz and Nike teams, honed problem-solving prowess, employing a combination of test scripts, personal expertise, and strategic inquiries to dissect and assess user issues systematically.
• I demonstrated adeptness in software management, proactively addressing security vulnerabilities by applying patches and implementing updated versions to fortify data protection measures.
• Notably, my responsibilities extended to meticulous management of user access within industrial environments, including BPICS and MATRICS, via AS400 administration. Additionally, I expertly oversaw Active Directory user management, ensuring seamless access to systems and applications across office and industrial settings.
• My cybersecurity vigilance was evident as I effectively eradicated malware, ransomware, and other threats from laptops and desktop systems, bolstering the overall security posture.
• Operating within demanding 24/7 uptime framework, I provided comprehensive technical support to company users across globe. Adept in handling a spectrum of challenges, I proficiently resolved issues linked to MS Office, MS Office 365, Exchange connections, and MS Outlook, alongside facilitating shared drive mappings.
• My proficiency extended to multifaceted authentication concerns, where I successfully tackled Okta Authentication problems. Additionally, I adeptly managed client complications tied to SCCM and Nike Tools, streamlining operations.
• In the realm of access management, I tackled issues head-on, ensuring seamless Virtual Desktop Infrastructure (VDI) experiences for users through console-based interventions.
• Demonstrating my versatility, I adeptly resolved issues pertaining to Apple Operating Systems (iOS, iPadOS, MacOS), lending effective troubleshooting and solutions.
• Furthermore, my technical acumen encompassed tackling Apple encryption and Mobile Device Management (MDM) matters, deftly addressing challenges related to FileVault and JAMF.
• Throughout my tenure, I established a reputation for astute problem-solving and unwavering support, fostering enhanced user experiences and operational continuity within dynamic corporate environments.

• Diverse Technical Issue Resolution and Tier 1 Support for Industry Customers and Italian Market End-Users
• In my role, I adeptly tackled an array of intricate technical challenges spanning numerous systems and applications, catering to the needs of industry clients and end-users within the Italian market.
• As a Tier 1 IT support provider, I extended my assistance to non-technical external users through hands-on desk side support services. My role demanded the management of high-volume call flows and swift responses to critical technical support requirements.
• I exhibited a keen sense of urgency, promptly addressing incoming sales leads and technical support inquiries to ensure seamless customer experiences.
• My expertise encompassed troubleshooting Windows operating systems, ranging from versions 7 through 10. I also managed low-level disk formatting operations during the transition to modern OS platforms, ensuring efficient system upgrades.
• When confronted with technical hardware issues across Dell consumer systems, I engaged in meticulous troubleshooting, delivering effective resolutions.
• In my capacity, I made autonomous decisions regarding Next-Business-Day interventions, encompassing parts and labor considerations. This involved overseeing the entire process, from procuring necessary components to coordinating on-site technician scheduling.
• I adeptly utilized Dell Delta CRM (Siebel) to maintain comprehensive logs, meticulously tracking interactions and actions to ensure streamlined customer relationship management.
• My tenure was defined by a commitment to resolving intricate technical issues and providing exceptional support, enhancing operational efficiency and client satisfaction within the dynamic landscape of the Italian market.

• Translated customer requirements into technical site concepts for bidding and initial planning purposes.
• Enhanced functionality and appearance of website and repaired functionality issues.
• Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
• Acquired and exploited existing code and assets to accelerate project completion.
• Completed domain name registrations and maintained website and web hosting account.
• Strengthened intranet and sub-sites to bolster internal communication strategies.
• Determined coding requirements for specialized scripts.
• Tracked and reported problems with site designs, providing remedial suggestions for resolution.
• Designed user interface to meet client specifications,
• Configured templates for clients to easily customize.
• Developed graphic and image assets for both content and digital marketing efforts.
• Troubleshot technical issues and optimized websites for search engine optimization, performance and accessibility.
• Designed highly engaging interactive user interfaces that complied with modern web standards.
• Conducted post-deployment evaluations to measure user experience success.
• Coordinated copywriting and designed images to craft website content.
• Delivered services as web developer and webmaster, acting as project manager for platform transition.
• Kept software up to date and monitored website for security vulnerabilities to boost overall security.
• Developed site navigation by funneling traffic through content.
• Delivered technical presentations to illustrate proposed site designs.

• Fulfilling the role of General Secretary of the association since 2006 .
• Edited the "AIIR Newsletter", containing relevant information about Romanian politics, economics and society, including the activity of the Italian Embassy in Bucharest. The newsletter was sent, weekly, to over twelve thousands businesses all over Italy.
• Reviewed articles for grammar, spelling, punctuation, syntax, accuracy, and compliance with quality standards.
• Determined readiness of written pieces, made changes, and approved final versions for publication.
• Prepared, rewrote, and edited pieces to improve readability and impact.
• Posted and promoted articles on social media platforms to engage target audience.
• Supported publication by helping develop layouts and collaborating with production teams.
• Led and managed multiple projects from conceptual stage through to launch.
• Developed and maintained pool of expert field sources.
• Collaborated with graphics department to develop and implement visual elements.
• Checked reference sources to verify dates, facts and statistics.
• Devised attention-grabbing headlines and summaries to increase clicks and engagement.
• Set layouts and selected photos for stories to boost readership.
• Selected and edited photos for use in diverse projects.
• Pitched content strategies and managed asset acquisition.
• Suggested improvements to content to enhance quality and accuracy.
• Selected relevant images to accompany content for maximum impact.
• Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
• Developed and maintained editorial standards for content.
• Utilized SEO techniques to optimize content for search engine rankings.
• Acquired in-depth knowledge of content areas to provide effective edits.
• Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.
• Wrote and created content for various topics and mediums.
• Generated and maintained style guides to encourage consistent quality of content.
• Drove accuracy of content through careful proofreading and fact-checking.
• Collaborated with writers, designers and other editors to deliver content of highest quality.
• Edited and revised wide array of content for accuracy, clarity and consistency.
• Edited and reviewed content for grammar, spelling and punctuation.
• Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
• Researched topics to create accurate and engaging content.

• Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
• Upsold customers by recommending accessories and promotions to increase revenue.
• Replenished, faced and organized merchandise on shelving.
• Increased monthly sales [Number]% by recommending seasonal buy one get one sales, rebates and limited time offers.
• Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
• Activated both contract and pre-paid wireless phones for [Number] customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts.
• Operated product tools, equipment and point of sale terminals.
• Assisted and supported training of new sales associates.
• Accepted and processed payments and purchases for new equipment using POS system.
• Monitored entrances and exits to promote store safety and minimize product loss.
• Tracked and recorded department inventory of products.
• Guided customers to quickly locate merchandise in showroom.
• Maintained accurate records of sales and customer information.
• Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
• Demonstrated proficient product knowledge to customers and provided detailed product information.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.
• Developed strong rapport with customers and created positive impression of business.
• Stocked merchandise, clearly labeling items, and arranging according to size or color.
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
• Conducted product demonstrations to highlight features and redirect objections to positive aspects.
• Monitored customers for signs of security concerns and escalated issues to management.
• Used in-store system to locate inventory and place special orders for customers.
• Managed efficient cash register operations.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Recommended complementary purchases to customers, increasing revenue.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
• Wrapped, boxed and weighed bakery department products.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Listened to customer needs and desires to identify and recommend optimal products.
• Prioritized helping customers over completing other routine tasks in store.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Created inviting environment for customers by maintaining store organization and cleanliness.
• Engaged in friendly conversation with customer to better uncover individual needs.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.

• Used image processing algorithms to reduce motion blur and enhance color, contrast and light range.
• Digitally edited photos to enhance appearance.
• Photographed high-quality images for various print and digital projects.
• Enhanced business operations by utilizing successful marketing and outreach strategies to bring in clients, close [Product or Service] sales and increase revenue.
• Provided excellent customer service and account regulation, strengthening client relations and boosting revenue.
• Scheduled studio appointments to shoot wide variety of subjects.
• Leveraged camera gear and equipment to express creative vision.
• Leveraged mechanical mounting systems to improve focus and image stability.
• Took photos from different angles and perspectives to capture perfect images.
• Managed correspondence with clients, documented interactions and tracked data transfers with manual and automated strategies.
• Developed long and short-term business needs while driving customer feedback for process improvements.
• Increased production rates by regulating workflow to meet consumer needs.
• Displayed portfolio to show off best work to potential clients and promote skills and value.
• Planned and prepared for on-location and studio shoots.
• Scheduled and booked locations for photo shoots, working collaboratively with clients and contacts.
• Offered image proofs to help clients choose best photos from shoot.
• Professionally performed color and chemical analysis, even using X-Rite Densitometers, for my shop and for customers (e.g. Festival Cruise Lines)

• Collaborated closely with product leads, visual designers, user researchers and internal operations stakeholders to define, design, layout, review and prepare files for distribution or printing.
• Delivered slicks, brochures, internal communications and other graphic design projects.
• Organized source files and tracked different document versions.
• Improved and promoted style guides for different projects to enforce visual design consistency.
• Managed full life cycle of professional graphics plates creation to distribution, for various typographies.
• Met with customers to present mockups and collect information for adjustments.
• Created digital image files for use in digital and traditional printing methods.
• Completed final touches for projects such as images sizes and font selection.
• Developed creative design for print materials, brochures, banners, and signs.
• Developed creative design for print materials, banners and signs.
• Completed final touches for projects before rollout.
• Researched trends and projected industry changes to capitalize on emerging opportunities.
• Employed design fundamentals when selecting typography, composition, layout, and color in design work.
• Coordinated with external vendors and suppliers to verify quality and accuracy of printed materials.
• Collaborated with content and marketing teams to confirm design compliance with brand guidelines.
• Implemented design feedback from customers and internal stakeholders to improve project outcomes.
• Completed in-depth product design tests using updated software tools.
• Designed creative digital displays used in online advertising for local businesses.

Division : Electronic Boards Drilling.

CNC Machines : TruDrill with Digital PDP11 computer and Hazeltine Terminal / Maxima.

• Maintained tight tolerances with design specifications.
• Adhered to high level of safety by following company rules and regulations to prevent injuries.
• Moved finished work to correct staging area for disposition.
• Properly loaded and unloaded materials in and out of machines.
• Performed accurate drilling tool changes and offsets.
• Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
• Manually set up machinery, lathes, and grinders.
• Input instructions to program CNC machines to control machine movement and produce parts to specification.
• Kept accurate operating records by documenting machine usage, production numbers and any issues that arose.
• Monitored machines during operation to make adjustments when necessary and produce quality parts.
• Helped maintain inventory by tracking materials and tools to keep resources readily available and easily accessed.
• Supported quality control and inspection processes to promote production of quality products.
• Performed daily cleaning to keep machines in good working condition and prolong equipment lifespan.
• Learned and followed safety procedures to keep machines operated safely and prevent accidents.
• Inspected finished parts by checking for defects to meet quality standards.
• Detected malfunctions and control errors by monitoring machine operation and checking completed pieces.
• Prevented machine breakdown by maintaining proper lubrication and cooling during operation.
• Reviewed and interpreted schematics, blueprints, and work instructions to determine product specifications and machine requirements.
• Measured completed pieces to identify product irregularities and specifications non-conformance; adjusting machines to correct issues.
• Performed periodic maintenance and repairs on CNC machines.
• Collaborated with other departments to meet customer requirements.
• Adjusted machine settings to achieve desired results and meet customer specifications.
• Input instructions for machine operations based on specifics of work orders.
• Completed manual adjustments and tooling changes in absence of automatic programming.
• Inspected parts to meet customer specifications and quality standards.
• Followed detailed instructions to accurately produce complex components.
• Utilized calipers and other measuring tools to increase accuracy of parts.
• Ran multiple CNC machines simultaneously to increase production capacity.
• Operated CNC machines to produce components with tight tolerances.

• Observed behavior of inmates individually and as group to spot conflicts and implement de-escalation tactics.
• Received and processed inmates into custody of institution by searching prisoners and taking charge of personal property.
• Utilized weapons, handcuffs and physical force to maintain discipline and order among prisoners.
• Inspected condition of locks, window bars, doors and gates to prevent prisoner escapes.
• Guarded facility entrances to screen visitors, using x-rays and ION scanner devices.
• Effectively interacted with staff, offenders, visitors and public to maintain security within facility.
• Conducted pat downs and strip searches of inmates and visitors to prevent contraband from entering facility.
• Maintained jail security by performing frequent security checks within cell block and inspecting each cell for contraband.
• Monitored radio transmissions between staff to respond immediately to directions and emergencies.
• Documented prisoner identification, charges and inmate disturbance incidents.
• Oversaw conduct of 120 prisoners to prevent escapes or violent behavior.
• Arranged library visits, work assignments, family visits and counseling appointments for prisoners.
• Built solid relationships with staff and residents to keep institution safe and secure.
• Established positive working relationships and maintained boundaries with resident offenders.
• Searched building and grounds, living quarters, and work areas for contraband.
• Made rounds at specified intervals and conducted head counts and roll calls.
• Enforced rules and regulations to maintain order among inmates.
• Documented inmate behavior and activities in logbooks.
• Supervised inmates during meals, recreation and other activities.
• Transported inmates to and from court hearings, medical appointments and other locations.
• Interviewed inmates to obtain information and evidence.
• Responded to emergency situations and de-escalated hostile confrontations.
• Assisted in intake and release of inmates.
• Prepared reports to document incidents and violations.
• Conducted security checks of inmates and living areas.
• Coordinated with other law enforcement personnel to exchange information.
• Provided assistance and guidance to inmates regarding daily activities.
• Responded to inquiries from inmates and other members of public.
• Investigated and responded to incidents of inmate misconduct.