mail: holdwine [at] gmail [dot] com

NastyPixel Interaction Design Studio – Ivrea (Italy)

Advisor, April 2005 – Current
Major projects: “Zen in a stone” an electronic object in the field of bio feedback;
“Woopefi” a prototype of an high-quality streaming mp3 player based on Linux-Debian, in relation with wi-fi 802.11g; information and software development and design for Interaction-Design Institute Ivrea in the “Instantsoup”project.

NastyPixel Interaction Design Studio – Ivrea (Italy)

Collaborator, December 2004 - Current
Concept design and software development of web-based applications in the field of content management systems.

Vodafone Italy N.V. - Ivrea (Italy)

Customer Care Business Knowledge Management System Editor, June 2004 – April 2006
Specific duties include: production of new HTML content, CSS design, maintenance of the platform, revision and update of the content; acquisition and customer support for Mediolanum, Nestlè, Credit Swiss and Ras’s sales agents; reporting and data analysis to evaluate structure KPIs.

Vodafone Italy N.V. Headquarters - Milan (Italy)

War Room Operator, 2003 – 2004
Specific duties included: monitoring call queues; writing official technical communications; resolution of various customer management issues reported by the Customer Care service; management of escalation flows from the Customer Care to the top management in case of critical issues and disaster recovery; hourly reporting to the top management.

Vodafone Omnitel S.p.A. - Ivrea (Italy)

Customer Care Operator, 1999 – 2003
Specific duties included: incoming call management and dispatching; technical and contractual assistance to corporate customers; technical and contractual support to sales force; management of mobile and landline customer technical/contractual activation.

Omnitel Pronto Italia S.p.A. - Ivrea (Italy)

Customer Acquisition Operator, 1997 – 1999
Specific duties included: consumer client activation; telephone support to retail points; monitoring and normalising anomalies and errors to allow for correct customer billing; support and leading/mentoring junior team members from outsourcing organisations.

La Libreria Snc - Ivrea (Italy)

Collaborator, 1997 -2000
Cooperated with ‘Libreria Snc’ (bookstore) in several projects for organizing the ‘Salone dell’Umorismo’ (Humour Show). In addition, installed a stock control information system to manage sales and stock in the bookstore and trained the staff to use it.

Cooperativa Job Centre S.c.a.r.l. - Ivrea (Italy)

Co-Founder, 1996 – 1998
Co-Founder of the cooperative ‘Cooperativa Job Centre S.c.a.r.l.’ providing cleaning, gardening and moving services to private customers. Involved in the day-to-day administration, staff task assignment and customer billing in addition to delivering services to customers.

City of Turin - Turin (Italy)

Miscellaneous, 1993 – 1996
Cooperative ‘K2 A.r.l’: childminder within the project ‘Estate Ragazzi’ for children. Cooperative ‘Terra Mia S.c.a.r.l’: managed a grocery retail shop and performed administrative/logistic tasks.

THESIS AND PUBBLICATIONS

Il Jazz e il Proibizionismo: possibili direzioni, in Marco Peroni, Il Nostro Concerto, 2001, R.C.S. Libri S.p.A., Milano.

Ordine e Controllo Sociale nell’America Proibizionista – Including a study on Michel Foucault. Degree Thesis, 2003, Università degli Studi di Torino.

EDUCATION

Master in Environmental Communication at the European Institute of Design – Turin (Italy).
Laurea (degree) in Political Sciences: ‘Social/Political – Communication and Culture’ at the Turin University (Italy). Graduated with 103/110.
Scientific/teaching diploma (A Levels equivalent) at the Scientific Liceo ‘A. Gramsci’ – Ivrea (Italy).

HOBBIES

Reading/Research: Philosophy, Social Sciences (Anthropology, Linguistic and Semiology).
Sports: cycling, sailing, soccer.
Arts: music, cinema and literature.

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