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IT Service Desk Analyst, Administrator

Greenford, Greater London, United Kingdom
June 30, 2016

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Camelia Iulia Mera

Contact details

Mobile nr. 075-***-***** Email:

Personal profile

A self-motivated, confident and well organised individual, who enjoys working in a team or alone using initiative. Enthusiastic in learning skills and gaining experience within a corporate work environment. Reliable, punctual, patient, a fast learner and committed to delivering excellent customer service. Able to work under pressure, still maintaining the quality of service delivered and prioritizing effectively.

Key skills, professional and personal

-A well-presented, positive, people orientated and enthusiastic person

-A patient, reliable and flexible individual

-Very good organisational and communication skills

-Taking ownership for resolving problems on behalf of customers

-Accurately logging all incidents and issue updates

-Very good telephone manner, ability to multi-task

-Managing and prioritising workload, remaining calm while under pressure

-Strives to achieve goals and able to deliver tasks to deadlines


-Fluent in English and German, intermediate level in French and Portuguese, beginner level in Arabic, native tongue Romanian

Work experience

November 2015 – present IT Service Desk Analyst at Cyntergy Services Ltd


-Working as part of a fast paced European Service Desk offering excellent customer service and 1st level support to customers in English and German

-Acting as a first point of contact for phone calls and emails from retail customers and 3rd party vendors regarding IT issues and queries

-Logging calls accurately and to Cyntergy standard in Heat or IMS systems

-1st line support – troubleshooting of IT related problems from in-house software to hardware, such as till equipment, iPads, laptops, PCs, printers

-Troubleshooting basic network issues such as ADSL broadband issues

-Managing tickets through to resolution, ensuring all updates and relevant communications are recorded

-Making outbound calls to customers and 3rd parties ensuring all the relevant information is passed on and logged

-Escalating within SLA if fault is outside fix realm to 2nd line support, 3rd party vendors or Head Office IT Department

-Chasing open tickets for updates/feedback/further information

-Taking ownership of user problems and following up the status of problems on behalf of the customer, communicating progress in a timely manner

-Following documented client process for all P1 high priority and global incidents issues

-Maintaining a high degree of customer service for all support queries and adhere to all service management principles

-Promoting a professional image of Cyntergy

March 2015 – Sep. 2015 Temporary German speaking Administrator for Lidl UK

(6 months fixed-term contract)


-Writing and issuing contracts for Lidl products using a German computer system

-Effective communication with buyers and suppliers, solving contract issues

-Administrative support including typing, emailing, data entry, invoicing, filing of documents, photocopying, scanning and faxing, answering and transferring telephone calls

-Proofreading of documents when necessary from German to English

-Providing support to Senior Managers of the Buying department

-Working in Excel, comparing spreadsheets and logging in contracts

-Preparing and sending out contracts to other EU countries trading with Lidl

-Requesting bank forms from suppliers, dealing with issues regarding bank account details, invoice queries for national and international suppliers

-Helping Senior colleagues with any ad-hoc daily tasks

Feb.2015 – March 2015 Temporary HR and Reception cover for Lidl UK

(applied and moved into fixed-term contract for above role)


-Managing a busy Cisco switchboard, transferring calls between departments

-Meeting and greeting visitors, contractors, issuing visitor badges

-Taking mail and parcel deliveries, sorting out, franking and preparing outgoing post, distributing mail and parcels to departments

-Managing meeting room bookings, making taxi and travel arrangements

-Other administrative duties required in HR including filing, copying, binding, faxing, personnel data entry

Nov.2014 – Feb.2015 Temporary Corporate Receptionist for Rolls – Royce at

London Heathrow Service Centre


-Opening and closing the Corporate Reception area, doors and gates

-Checking emails and opening the CCTV system

-Providing a high-end customer service to airline staff and Senior Directors

-Meeting and greeting visitors, contractors, office and airline staff

-Providing visitor badges and escorting guests to conference meeting rooms

-Answering all incoming calls in a professional manner, transferring calls between departments using Avaya switchboard

-Taking mail deliveries and parcels, preparing and franking outgoing post and DHL parcels

-Any other ad-hoc Administrative tasks as required by the Head Receptionist

-Health and Safety at work, setting up the fire alarm system for weekly tests

Feb.2014 – Aug.2014 Passenger Service Agent representing American Airlines

and Royal Jordanian Airlines at London Heathrow


- Providing a high-end customer service at all times

-Dealing with passenger enquiries about flight departures and arrivals

-Checking passengers tickets, passports, visas and other travel documents

-Checking passengers in using a check-in computer system

-Providing boarding passes and luggage labels, tagging the luggage, advising about luggage restrictions

-Helping passengers select their plane seats

-Weighing baggage and collecting any excess weight charges

-Taking care and assisting people with special needs, pregnant women, unaccompanied minors, travel groups

-Calming and reassuring anxious passengers, dealing with difficult situations

Jan.2012 – Dec.2013 Self-employed, tutoring piano lessons for children in

London UK

Feb. – Dec.2011 Gap year, travelling for leisure in Germany


2007- 2010 University, Bachelor degree in Music piano at the Music

Academy in Basel, Switzerland

2002 – 2007 High- school degree and Piano accompanist degree at

Music High – school in Targu Mures, Romania

1995- 2002 Primary school and Gymnasium in Targu Mures, Romania

Technical skills

-Good knowledge of Microsoft Office programs (Word, Excel, Power Point, Outlook), IBM programs, Lotus Notes

-Ability to learn and use computer software systems in English and German, a fast learner

-Good typing speed and ability to use various telephone switchboards

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