As Technical Support Team Leader, Carmelo Schepis makes sure his team looks after clients according to Service Level Agreements. Because technology evolves at such high speed, he’s constantly learning and sharing new processes with his team to keep them on track. He’s also always available for his team or other colleagues needing support or an answer to a query.
Ask him what keeps him motivated in his job and he talks about helping others. And according to his colleagues’ feedback, he is doing a top-level job in doing just that. “Carmelo has always a positive attitude even during the most complex situations of any kind.”, “I don’t know how to thank Carmelo for all the big support he provides to all of us and for his patience”, “Thank you, Carmelo, for always supporting us in a very kind and positive way.”, “You are looking at the bright side of life!”
It is no big surprise then that – for making others feel great – Carmelo is our August ‘Go the Extra Mile’ winner. We caught up with him to hear how he felt about receiving his nomination and to learn more about his supportive way of working.
Q. Many of your colleagues highlight your positiveness in all situations. How do you manage to keep a positive mindset even in difficult times?
I try to always be positive in any situation. I am the kind of person who sees the glass always half full… And if it’s empty, at least you have the glass! I think I am a lucky guy. That keeps me smiling and going forward with any given task. As Team Leader, you should not show signs of stress to your team. You must make sure they are comfortable doing their work and leave the stressful situation to you.
Q. You began as Technical Support Team Leader one year ago but were in the company before that. Can you tell us more about your career timeline and your choices?
I started as L1 Web Support. Then, slowly, I learned other products supported by the company. The management recognized my hard work and saw that I was eager to learn and progress. I was able to apply for an L2 position even if though I was still in my probation period. Another candidate got it and I was happy for him: everything happens for a reason. A few months later, the Team Leader position opened and this time I was successful.
Q. What is your best memory of your time so far at the Cloud Communications division of NTT Ltd.?
I remember my first day. The EMEA Managing Director, Andrew Pearce, let me in and introduced himself in a very nice manner. I also remember the first party: Halloween! Everybody was so friendly, that made me fall in love with the place. I love the social events that the company organizes.
Q. What is one thing not many people know about you?
There are many things that people don’t know about me. But if I must pick up one, I will say my working career. I did many jobs in my life: plumber, electrician, builder and many more. I started when I was 14 and I progressed within a Sicilian touristic resort until I was 18. Then I was offered the position of co-owner of that company. I’d say though, I do not have any “special” skills, but everywhere I go, I want to make sure that I do my best to be remembered.