Experience

Help-Line

• IT Helpdesk

  • Jan 2013 - Present

  ♦ Provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk.♦ Responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, andperforming PC maintenance, upgrades and configurations. ♦ Provide helpdesk support and resolve problems to the end user’s… ♦ Provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk.♦ Responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, andperforming PC maintenance, upgrades and configurations. ♦ Provide helpdesk support and resolve problems to the end user’s satisfaction♦Monitor and respond quickly and effectively to requests received through the IT helpdesk♦ Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority♦ Modify configurations, utilities, software default settings, etc. for the local workstation♦ Utilize and maintain the helpdesk tracking software♦ Assist with onboarding of new users♦ Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment♦ Install, test and configure new workstations, peripheral equipment and software♦ Maintain inventory of all equipment, software and software licenses♦ Report issues to the Service Desk for escalation♦ Manage PC setup and deployment for new employees using standard hardware, images and software♦ Assign users and computers to proper groups in Active Directory♦ Perform timely workstation hardware and software upgrades as required Show more Show less



Apple

• Technicien iOS

  • May 2012 - Dec 2012

  Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients… Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;Research required information using available resources;Follow standard processes and procedures;Identify and escalate priority issues per Client specifications;Redirect problems to appropriate resource;Accurately process and record call transactions using a computer and designated tracking software;Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;Organize ideas and communicate oral messages appropriate to listeners and situations;Follow up and make scheduled call backs to customers where necessary;Stay current with system information, changes and updates Show more Show less



Hewlett-Packard

• Expert Technique

  • Sep 2009 - Apr 2012

  •Investigate and take appropriate action on unsolved cases (call, e-mail, chat where applicable) •Take ownership of, and action on, escalations upon request by the HP technical expertise center (TEC) •Deliver quality feedback/information on technical product issues to HP TEC •Provide monthly analysis including action items on call event logging quality, service launches (NTF) and commercial escalations •Work with exception team to get feedback about complaints •Participate… •Investigate and take appropriate action on unsolved cases (call, e-mail, chat where applicable) •Take ownership of, and action on, escalations upon request by the HP technical expertise center (TEC) •Deliver quality feedback/information on technical product issues to HP TEC •Provide monthly analysis including action items on call event logging quality, service launches (NTF) and commercial escalations •Work with exception team to get feedback about complaints •Participate in teleconferences and meetings initiated by HP TEC •Deliver feedback on the performance of HP TEC within the timelines set for this •Work autonomously or together with HP on the continuous improvement of P&P, whilst ensuring that communication with HP on P&P development and improvement takes place on a regular basis •Potential participation in the IPG EMEA P&P Forum (“P&P Forum”) Show more Show less