Raffaele Gallina

I am actively involved in the supervision, troubleshooting, and maintenance of satellite communication systems (VSAT) and terrestrial circuits in maritime, mobile, and fixed environments. My role focuses on ensuring reliable, continuous, and high-performance connectivity on a global scale, particularly for clients in critical and high-demand contexts. As part of my responsibilities, I am involved in next-generation connectivity solutions, including those offered in partnership with Starlink. My key responsibilities include: Providing remote troubleshooting support for embedded VSAT systems, stabilized mobile systems, fixed terrestrial systems, and deployed circuits, as well as for terrestrial communication circuits. Testing, locating, and coordinating the repair of communication issues by analyzing technical data and network schematics. Reconfiguring electronic equipment, software, hardware, and cabling as per technical requirements. Coordinating and documenting the activation of new circuits: tests, operational parameters, technical documentation, and implementation. Managing incidents by opening, tracking, and closing tickets through standard operating procedures (SOPs), applying alternative solutions in case of primary path failure. Coordinating satellite cutovers between ground stations, field technicians, and clients. Ensuring the continuous availability and performance of communication networks in a dynamic and demanding environment.

As a Microsoft 365 Technical Ambassador, I guide clients through their digital transformation journeys, ensuring a smooth transition to Microsoft 365 applications, including Teams, OneDrive, SharePoint, Outlook, and managing Exchange migrations. I provide expert technical support and remote troubleshooting to optimize the use of these tools and enhance productivity. I also integrate AI solutions, particularly Microsoft Copilot, to advise and deploy innovative technologies that transform business processes and maximize operational efficiency. Needs Analysis and Tailored Solutions I assess client business needs to recommend suitable Microsoft 365 solutions that foster adoption, collaboration, and performance. Incident Management and Cross-functional Collaboration I resolve technical issues, manage support tickets, and collaborate with various internal teams to deliver high-quality customer service, while adhering to security and privacy policies. Thorough Documentation I maintain clear and precise documentation of all interventions, ensuring transparency and compliance with internal company standards.

IT Support & Network Infrastructure Management – Zalando At Zalando, I provided comprehensive IT support and managed network infrastructure to ensure the smooth daily operations of the company’s offices and data centers. My role focused on delivering high-quality technical assistance to end users while maintaining and optimizing the company’s network infrastructure. Key Responsibilities and Achievements: Delivered first and second-level support to employees via phone, email, and ticketing system, efficiently resolving hardware, software, and connectivity issues to minimize service disruptions. Managed and monitored LAN/WAN network infrastructure, ensuring optimal performance and enhanced security across multiple locations. Assisted in the configuration and maintenance of networking equipment such as switches, routers, and firewalls to support business continuity and scalability. Collaborated with cross-functional teams to deploy software updates, patches, and security measures, ensuring compliance with company policies and industry best practices. Provided training sessions and documentation to empower users in basic troubleshooting and promote IT best practices. Supported IT projects, including network upgrades, migrations, and the deployment of new technologies, contributing to improved system reliability and performance. Maintained accurate records of incidents, configurations, and changes within the ITSM system to ensure transparency and support continuous improvement.