Marcello

Red Hat Certified System Administrator (RHCSA) – Certificate #230-201-592 Hello! My name is Marcello and i'm a certified IT professional with over 10 years of hands-on experience in remote phone-based customer support, technical helpdesk (Tier 1 & Tier 2), cold calling, lead generation, and sales appointment setting. I excel at delivering exceptional customer experiences while proactively driving business growth through targeted outbound calls—all 100% remotely via phone, VoIP, and CRM tools. Key Strengths & Services: - Customer Support & Call Center Expertise — Handling high-volume inbound/outbound calls, resolving inquiries, managing escalations, and achieving high CSAT scores in fast-paced call center environments. - Technical Helpdesk & IT Support — First-line troubleshooting to second-line advanced resolution; ITIL-certified for best-practice incident & problem management; expert in Linux (RHCSA, LPIC-1, LPIC-2 certified) and Microsoft systems (Microsoft Certified Professional). - Cold Calling & Lead Generation — Proven success in outbound prospecting, overcoming objections, qualifying leads, setting high-quality appointments, and building sales pipelines for B2B/B2C clients across industries. - Sales & Telemarketing — Upselling, cross-selling, follow-ups, and closing support; comfortable with scripts, CRM logging (e.g., Salesforce, HubSpot basics), and performance tracking for measurable results. With a calm, professional phone presence, excellent English communication, and the ability to work flexible hours (including your customers time zone alignment with global clients), I deliver reliable, results-driven support. Past highlights include reducing ticket resolution times using ITIL processes, consistently hitting 15-25% lead conversion rates on cold calls, and maintaining 95%+ customer satisfaction in support roles. Whether you need dedicated remote helpdesk support, technical troubleshooting over the phone, or a skilled cold caller to generate qualified leads and boost revenue—I'm ready to be your trusted remote team member. Available immediately for long-term or project-based work. Let's discuss how I can support your business—message me today! Language skills: Dutch, English (fluently) Technical certifications: Linux LPIC1, LPIC2, RHCSA, Microsoft MCP certified (XP, Vista, 7, 8, 10, Server) Others: ITIL version 3 certified, Microsoft C# Programming degree