ELVIN ANDERSEN

At CGI Manila

+63-927*-***-*** or +886 - 986 688 336 acdlq8@r.postjobfree.com

www.linkedin.com/in/elvinandersen Taiwan - Taipei - Manila Phillipines SUMMARY

EDUCATION

WORK EXPERIENCE

s _

5 +

A highly motivated, confident individual with exceptional multi-tasking capabilities and able to work in a target driven, busy call center environment. Hardworking with excellent attendance and punctuality records who can work equally well alone or as part of a team. Can communicate effectively with people from diverse backgrounds and would be an asset to any employer who respects loyalty and responsibility. Microsoft Professional Program in Data Science

EDX.org

r Oct 2016 - ongoing

2nd Level IT Support Analyst

CGI

r July 2014 - ongoing + Manila Phillipines

- Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

- Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

CSR Johnsons Controls

Hewlett-Packard

Aug 2011 - Jan 2014 Sofia - Bulgaria

• Providing advice, information and assistance to callers.

• Attempting to resolve all enquires on first contact with the caller.

• Making sure that all telephone calls are answered promptly.

• Dealing with a customers queries, requests, orders or complaints.

• Following up customers by calling them back.

• Research required information for callers using available

resources.

• Essentially receiving up to 50 incoming calls from customers daily.

• Involved in processing orders, forms and applications.

• Accurately recording details of calls and issues on logging

software.

• Having a professional and courteous manner at all times.

• Identifying and escalating priority issues or customer complaints.

• Sending emails to clients answering their enquiries.

• Taking ownership on all calls and queries answered.

• Arranging appointments for engineers to attend premises & make

repairs.

r +

CSR Johnsons Controls

WORK EXPERIENCE

PROJECTS

Team leader

IBM

May 2008 - Feb 2011 Scotland - Greenock

Ensuring that staff are motivated, monitored and measured in line with company Targets and performance standards. Responsible for making sure that any gaps in Performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.

Duties:

Preparing daily workloads for staff &coordinating the daily allocation of work. Motivating the team to achieve high standards and KPI targets. Handling new client enquiries and acting as the face of the business. Dealing with and resolving problems and issues which arise. Mentoring and training up junior and new staff.

Monitoring & reporting on standards & performance targets. Arranging & chairing weekly meetings, focusing on targets & achievements. Implementing new initiatives.

Involved in the recruitment of new staff.

Praise team members and creates a positive working environment. Ensuring all administrative and IT records are entered and updated correctly. Providing prompt and accurate information on individual performance. r +

Company Description

Hardware agent

IBM

May 2004 - June 2006 Scotland - Greenock

Nordic technical agent IBM /Lenovo Greenock, Responsible for technical issues with any laptops or Desktops, Provided solutions either via phone or by sending engineers onsite.

r +

Company Description

Conveyer engineer

Jens S

Jan 1994 - Jan 2001 Denmark

Worked for a company called JENS.S we fixed conveyor belts in a variety of the industry anything from food until iron and wood where they where using belts or chains.

r +

Company Description

CNC programmer

Urhoej Moebelfabrik

Jan 2001 - Apr 2004 Denmark

Worked for a company called dynaudio cutting parts on a cnc machine for building speakers r +

Urhoej Moebelfabrik

Transition of service desk

Date period Scotland - Greenock

With great success i have managed to complete a service desk transition from one country to another r +

Helped moving the nordics servicedesk

CERTIFICATES

LANGUAGES

COURSES

TECH SKILLS

CareerAcademy.com Inc

70410 Installing and Configuring Windows Server 2012 CareerAcademy.com Inc.,

CompTIA A+ Certification

CareerAcademy.com Inc.,

CompTIA Network+ Certification

CareerAcademy.com Inc.,

CompTIA Security+ Certification

CareerAcademy.com Inc.,

CompTIA Advanced Security Practitioner (CASP)

CareerAcademy.com Inc.,

Enterprise Desktop Support Technician for Windows 7 70-685 Danish

Native

English

Native

German

Proficient

Norweigen

Intermediate

Swedish

Intermediate

ITIL v3 Foundation 120 Hours Online TEFL Courses 2012 Adobe DreamWeaver CS3 C# Advanced Expected Completed

2016

C++ Expected Completed 2016 Querying Data with Transact-SQL Expected Completed 2016-17

Analyzing and Visualizing Data with

Excel Expected Completed 2016-17

Statistical Thinking for Data

Science and Analytics Expected

Completed 2016-17

Introduction to R for Data Science

Expected Completed 2016-17

Data Science Essentials Expected

Completed 2016-17

Principles of Machine Learning

Expected Completed 2016-17

Programming with R for Data

Science Expected Completed 2016-

17

Applied Machine Learning

Expected Completed 2016-17

Developing Intelligent Applications

Expected Completed 2016-17

SAP ERP SAP BW Hardware

IT Service Management Team Leadership Technical Support TECH SKILLS

Call Centers Windows Troubleshooting

Outlook TCP/IP Active Directory

Customer Service Training

Contact this candidate