Customer Service Technical Support
Resume:
Hugo Dedeurwaerdere
+41-79-74-64-021 accfqu@r.postjobfree.com
19A Chemin Etienne-Chennaz, 1226 Thonex, Switzerland
SUMMARY OF QUALIFICATIONS
I am a committed professional, who not only has experience in technical
support, but also has working experience as a supervisor/team leader and
coach. Fluent in English and Dutch with strong research, communication,
team working and computing skills, with a keen interest in financial
markets and IT.
EXPERIENCE
AD INTERIM TECHNICAL TEAM LEADER (Switzerland) 09/2013 - Present
. Since Sept.2013 I am leading the German Technical Desk on ad Interim
basis.
TECHNICAL SPECIALIST/COACH, THOMSON REUTERS (Switzerland) 09/2009 -
Present
. Manage, mentor, coach and provide technical knowledge to the team
members
. Contribute to the ongoing development of agents, projects, tools, and
techniques, such that they develop in line with company
organizational, technical, and commercial requirements
. Deputy Team leader in absence
AD INTERIM TECHNICAL TEAM LEADER (Switzerland) 01/2012 - 03/2012
. Team leader of 14 technical support agents, Co-managing European
Support Department, reporting to Technical Support Manager
. Recruiting, training and measuring staff
. Ownership and maintenance of desk procedures, taking opportunity to
improve methods of working wherever possible
TECHNICAL SUPPORT EXECUTIVE, THOMSON REUTERS (UK) 03/2007 - 08/2009
. Technical support for 3000Xtra, Trader, DBU, Wealth Manager, First,
RDF, RWS, Insertlink,
. Consulting clients on Reuters Market Data Systems (RMDS),
functionality, technical, complaint and service administration queries
. Efficient Call logging, escalating
TECHNICAL SUPPORT SUPERVISOR, NAVMAN EUROPE Ltd (UK) 05/2006 - 12/2006
. Promoted to Supervisor in 05/2006
. Team leader of 6 technical support agents
. Co-managing European Support Department, reporting to Technical
Support Manager
. Recruiting, training and measuring staff
. Ownership and maintenance of desk procedures, taking opportunity to
improve methods of working wherever possible
1ST LINE TECHNICAL SUPPORT, NAVMAN EUROPE Ltd (UK) 02/2005 - 05/2006
. Technical language support for GPS devices and desktop software
. Support in different European languages: English, French, Dutch,
German
MICROSOFT 1ST LINE TECHNICAL SUPPORT PROFESSIONAL (UK) 09/2004 - 02/2005
. Support Professional Helpdesk Agent for the Microsoft project "Windows
XP Service Pack 2"
. Delivering Constant high level of customer service to a standard only
acceptable for Microsoft
ASSISTANT NETWORK ENGINEER, PEFA.COM (BELGIUM) 03/2003 - 09/2004
. Responsible for the PEFA fish Auction LAN/WAN network, LAN
administration
. Installing and configuring general Windows server environments
(DHCP/DNS/Remote Access/Etc.)
EDUCATION AND QUALIFICATIONS
Management Coaching Foundation Level 05/2013 - 08/2013
Internal Thomson Reuters Technical Certification for Technical Support
09/2007 - 03/2008
Computer Science And Networking - "Avondschool Oostende" 10/2002 -
03/2003
Computer Science - "Katho - Campus Vhti Kortrijk" 09/2001 - 08/2002
Management - Option Marketing - "Mercator Hogeschool" Gent 09/1998 -
06/2001
LANGUAGES
. Dutch/Flemish Native language
. English Very good knowledge written & verbal (C1/2)
. French Intermediate knowledge written & verbal (B1/3)
. German Basic knowledge written & verbal (A2/3)
SKILLS
Management skills: Coaching, Mentoring, one-to-one, client escalation
issues, good communicator, problem-solving skills, Customer Service
oriented
IT skills: advanced PC and Mac troubleshooting skills, TCP/IP networking,
multiple MS Windows OS installation and administration, MS Office (ECDL),
LAN administration, DNS, Active Directory, DHCP, basic Unix skills, HTM-
language, MS SQL-server database administering (2004), Remote Access, ...
Other skills: Thomson Reuters products: Reuters 3000Xtra, Reuters Trader,
RDF, RWS, RMDS, DBU, DACS, Thomson Reuters Eikon, Update Proxy...
REFERENCES
Thomas Hormuth - Customer Support Manager - Thomson Reuters
accfqu@r.postjobfree.com
HOBBIES
Soccer
Swimming
Financial Markets
Computing
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