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Customer Service Technical Support

Barnet, Greater London, United Kingdom
October 18, 2016

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Address: London Barnet, EN* *SJ

Mobile: 075*-***-**** Email:


Aug 2015 – Aug 2016 Studying at 360 GSP IT London towards:

CISCO CCNA Routing&Switching

VMware Sphere 6.0

MCSA Server Administrator 2012 R2

Comptia A+

2009 – 10 Master - Project Management and Team Management (Italy)

2009 – 10 Logistics Technician Certification (Italy)

2008 – 09 Accounting and Administration of personnel (Italy)

2008 – 09 Certification for Fire Prevention and First Aid (Italy)

1996 – 98 Technical Automation College - degree (Romania)


Jun 2014 – Jun 2016 Technical Support and Software Implementation Specialist MINDBODY Ltd. (London)

Providing technical support for the complex SaaS platform, also offering support to English, Italian and Romanian clients to integrate their business model using the software through the entire spectrum of internal services and custom-build applications.

Counselling clients with regards to the best course of actions to understand the potential of the SaaS and apply their business model to it.

Troubleshooting Microsoft Windows and Mac OS’s on the client-side computers and thermal printers.

Live sessions for training purposes using the webcast applications.

Technical support over the phone, email and live chat sessions.

Logging and monitoring the status of every issue that was reported from clients through Salesforce or intrernal CRM.

Customer Care training and similar assigned tasks.

Feb 2012 – Aug 2013 Customer Support Junior Team Manager R AY A (Cairo, Egypt)

Customer Support for Europe and Middle East nations. Company activity field: BPO

Providing assistance for English and Italian HTC customers concerning advanced technical and commercial issues.

Support over the phone, email and chat for the English, Italian and Romanian clients.

Responsible for the supervision of a staff of twenty-eight people within the customer service department.

Managing the needs/requirements of a high revenue commercial accounts through extensive follow-up procedures.

Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service.

Improving customer service based on client feedback through the development of new policies and procedures.

Responsible for the supervision of a staff of twenty-eight people within the customer service department.

Troubleshooting issues on the smartphones and tablets (Android and Window based) devices.

Investigating issues on the clients PC’s to determine the cause of non-sync issues with their handsets.

Offering remote desktop support for troubleshooting purposes.

Customer Care tasked to provide support for requests concerning commercial issues on the end-user side.

Training assignments with internal or external users.

Apr 2010 –Jan 2012 Account Adviser, Team Leader Stream (6th of October, Egypt)

Department: Inbound/Outbound Call Center Company activity field: IT-BPO Responsibilities

Provided support to the sales team, ensuring all sales and service objectives were met.

Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products

Worked with new customers in the development of new accounts and the implementation of new systems.

Assisted in the development of new policies and procedures.

Assisted in the training of new customer service representatives and associates.

Performed market research surveys on customer needs and requirements.

Jun 2008 – Sept 2010 Unit Manager Logistics Project WEFLEX S.r.l. (Italy)

Management and direct coordination of all activities in the key Track + Race project execution areas.

Nov 2007- May 2008 Head of Logistics Activities OMNIA (Italy)

Feb 2007-Aug 2007 Logistics Technician GM Cataforesi (Italy)

Oct 2003- Apr 2004 Imp-Exp Logistics Manager Assistant IMSAT (Romania)


I have a wide range of IT skills such as networking, good knowledge of active directory, internet configuration, TCP/IP, DHCP, DNS etc and PC building

Sound analytical and trouble shooting skills

Microsoft OS’s software/ Hardware and Microsoft Office package.


I have a keen interest in technology and keep myself updated on the advances and new techs/products.

Enjoy most sports and I am keen in fitness, going to different music events and socialising with family and friends

Languages: I am fluent in English, Italian and Romanian (mother tongue)

Holder of full-clean driving licence



References available upon request.

Contact this candidate