Arkadin

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Lionel Gaiero, tech support hero, October 2019 Values Employee of the Month

As Head of Technical Support for the Cloud Communications division of NTT (formerly known as Arkadin), Lionel is used to working under pressure. ‘The tech support environment is fast-paced and constantly changing. I need to be able to manage multiple teams of engineers as well as build and maintain strong relationships at all levels of the business. I believe my technical, organizational and analytical know-how help me achieve these things,’ says our London-based winner.

Lionel’s colleagues who voted for him obviously agree. One said, ‘I think he should be cloned! He creates an atmosphere of calm and serenity that lets you perform your work in the best way possible. He respects everyone without taking advantage of his title or position. He treats everybody equally and makes you feel appreciated.’

Another fan calls him “An absolute legend! He’s always here to help, motivate and push the team forward. Despite being busy himself, he’s always available to help and advise.”

Four questions to learn what makes Lionel tick

We wanted to know more about this month’s Values Employee of the Month winner, so we asked Lionel about his childhood, what goes on behind the scenes in tech support, his passion for the sport of royalty, and how he feels about his colleagues’ praise.

1. Were you always interested in technical things and computers, even as a child?

Lionel: That’s a good question! To be honest with you, I was more focused on sport and was in training a lot when I was young. I dove into computers, video games, and so on as a teenager and since then, I’m deeply involved in it all. In the technical support field, you always need to follow progress and ensure you’re up to date. 

2. In tech support, you encounter all types of incidents. Are there any amusing ones you can tell us?

Ah, I have a funny one. One morning a few years ago, I received a call from a very upset customer who was having difficulty starting a video conference meeting. After asking her several questions, I finally grasped what the issue was. I asked her to try switching on the screen using the remote control and presto! the problem was solved. If only all incidents were that easy to resolve!

3. Your LinkedIn profile mentions that you’re a fencing master. Tell us more!

I began fencing when I was seven years old and continued training and fencing until I was 18 when I had to stop competing for medical reasons. But I decided to get my fencing coach degree, as I was very involved in the community. Since then, I’ve been coaching fencers in three different countries (France, Australia, and now the United Kingdom). I take great pleasure in sharing my knowledge and seeing the fencers progressing. I teach all three weapons (foil, epee and sabre).

Lionel Gaiero talks about winning our Values Employee of the Month award

4. Your people want to clone you! Why do you think your tech team appreciates you so much?

I was really pleased to see the comments my colleagues wrote about me, because working in a support environment can be a roller coaster! The most important thing for me is to always be positive as it has a big impact on your work, your teams and your customers. So I aim for positivity as much as I can. Unfortunately, cloning me isn’t a possibility – yet! – so I’ll have to remain unique and stick to just being me.



About the author

Magali joined Arkadin in 2011 as Global Head of Internal Communication and Values Champion. Her objectives were to underpin delivery of our company’s business strategy, ensure strategic support across all of Arkadin’s business areas, set up global processes and programs, and deliver measurable impact in helping people explore and understand our 4 core values and the part they play within our company. In addition to her initial role, she is now in charge of our employer brand and focuses on refreshing our positioning and content through a strong digital media strategy via a new careers site and social media content. A graduate of the Paris - Sorbonne Nouvelle University, she spent her early career working with several consulting companies before joining Arkadin.

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