John Albert Hoeven

IT Support & Automation | Bilingual English (native) / Italian (C2) Monza, Italy | [email] | [phone] | [LinkedIn/profile link]

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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.

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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.

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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

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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

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Nationality: American | Date of birth: 19/12/1970