# John Albert Hoeven IT Support & Automation | Bilingual English (native) / Italian (C2) | Macherio (MB), Italy | servizi@cervelloelettrico.it | +39 375 54 79 337 | --- ## Profile IT support professional with a hands-on troubleshooting background and two years of direct, client-facing experience diagnosing and resolving technical issues for a bilingual (English/Italian) client base. Native English gives direct access to original vendor documentation, error references, and technical discussions without translation lag or loss — paired with fluent, natural Italian for client-facing communication. Comfortable adapting technical explanations across registers and channels — in person, by phone, and in writing — calibrating to what each person actually needs rather than defaulting to one style. Currently building AI-assisted automation and scripting into service delivery, with a consistent practice of testing before handoff rather than treating validation as optional. --- ## Work Experience **IT Support — Self-Employed** *Monza, Italy | November 2023 – Present* - PC maintenance, diagnosis, and repair; IT systems design and implementation for individual and small-business clients - AI integration consultation: guiding clients through adopting AI tools responsibly, including how to verify AI-generated output rather than accept it uncritically (recent example: walked a retired client through installing an AI assistant, having them reason through each permission decision themselves rather than completing the setup on their behalf) - One-to-one technical tutoring, adapting explanations to the individual's comfort level and confirming understanding rather than assuming it - Weekly volunteer digital literacy support (Sportello Digitale): patient, plain-language technical support for elderly, non-technical users, with confirmed comprehension (teach-back) before closing each session - Developing Bash/Python scripting for repetitive technical tasks (data processing, diagnostics, routine automation), with testing scoped to the task — from sample-data checks on quick jobs to full test-environment validation for anything touching production systems **Industrial Machinery Mechanic — Ralco Srl** *Biassono, Italy | September 2009 – October 2023* - Assembly, maintenance, and repair of radiological equipment - Quality control of radiological equipment - Department management (Dept. 302) Fourteen years of hands-on mechanical troubleshooting and quality-control work, including responsibility for a department — background that transfers directly into systematic technical diagnosis: methodical fault-finding, verification before sign-off, and working to procedure rather than by guesswork. --- ## Education & Training **AI Fluency: Framework & Foundations** — Anthropic (in partnership with University College Cork and Ringling College) *Milan, Italy | March 2026* Structured training in effective, ethical, and safe AI interaction, including delegation, description, discernment, and diligence in working with generative AI systems. **CompTIA AI Agent Essentials** — CompTIA *Milan, Italy | May 2026* AI agent use cases, workflow design, behavior control, memory management, safe/guarded agent design, and evaluation of agent performance. **CompTIA Tech Plus** — CompTIA *Milan, Italy | February 2026* Foundational IT literacy: hardware, networking, operating systems, programming fundamentals, database concepts, and security best practices. **Maryland High School Diploma** — Walter Johnson High School *Bethesda, MD, United States | 1984 – 1988* --- ## Skills **Languages** - English — Native - Italian — C2 (listening, reading, spoken production) / C1 (spoken interaction) / B2 (writing) **Technical** - PC/hardware diagnostics, maintenance, and repair - IT systems design and setup for individuals and small businesses - Bash and Python scripting for automation and repetitive technical tasks, with test gates built in before delivery rather than treated as an afterthought - AI-assisted tooling, applied with a practice of verification rather than blind trust in output - Microsoft Office (Word, PowerPoint) **Working style** - Communicates technical concepts by matching the audience, not a fixed script — plain language for non-technical users, more direct/technical framing where appropriate, adjusted for in-person, phone, or written (including email) support - Confirms understanding before considering an issue resolved, rather than assuming a "yes" means comprehension - Guides clients through decisions (e.g., permissions, settings) rather than completing them unexplained on the client's behalf, where the goal is client capability rather than just a fast fix --- *Nationality: American | Date of birth: 19/12/1970*