Customer Service Technical Support

Franck Herve Nicolas Papassavas Dimi

Address: Suriamas Sunway PJ Taman Sri 10/11E, Selangor 46150

Phone 1: +601******** Phone2: +601******** E-Mail: **********@*****.***

Nationality: Cameroon

Age: 27

Professional Summary

Technical Support Engineer with a keen eye for innovative solutions and four years practice troubleshooting complex end-user issues. Enthusiastically seeking to bring a vast repertoire of both hardware and software knowledge to a challenging position at a growing technical support team.

Skills

Skilled in Word, Excel, PowerPoint, Docs, Sheets, Slides, Forms, SPSS Statistics, Visio, and Microsoft Project

Skilled in Linux and Window Server command

Skilled in Visual basic, .Net, Java, Oracle, MySQL & Microsoft Access.

Skilled in API Integration, VMware, Active directory, Salesforce and Office 365

Familiar with Outlook, Apple Mail, Thunderbird, Nylas Mail, Mailbird, Hiri, IncrediMail, Zoho Mail

Operating System: Linux, Unix, Ubuntu, Window Macintosh, BlackBerry, Android & iOS.

Skilled in TCP/IP, LAN, PAN, MAN and WAN

Adobe and Adobe Flash proficiency

Expertise in Mozy, Google Drive, One Drive, Dropbox Online Backup

Skilled in Remote platform with Team viewer, Skype, Chrome Remote Desktop, WebEx, Hangout, Log me in, Splashtop streamer...

Skilled at mediation and multitasking

Analytical and critical thinker

Customer service expert & Fast learner

Expert in disaster recovery

Skilled in HTML, HTML5, HTTP, CSS, XML and PHP

Accomplishments

Google Certified Apps Administrator Certificate

Certificate of Appreciation Best Customer Experience CCO

Best Employee knowledge battle Award

Education

Master of Science: Information Technology (IT) Management 2012 - 2014

University of East London – London UK

Coursework in Information technology Management, Internet Application & Web Services, Multimedia design, Project Management and Global Sustainable ICT Management

Emphasis in Internet of Things Interoperability in Smart Home Environment System

Training in Customer Service for Technical Support

Bachelor of Science: Computer Network 2009 - 2012

University of East London – London UK

Coursework in Database Management System, Network Security, Advance Network Architecture, Internet Security, Network Management, Software Development, Operating System, Algorithms and Programming Languages.

Emphasis in Clustering of Heterogeneous Ad-Hoc Wireless Network

3.7 CGPA

LCCI in English for Business 2008 - 2009

Languages

French (Native Language – Written and Spoken)

English (Professional level – Written and Spoken)

Spanish & Greek (Basic level)

Work History

Google Virtual Specialist (Level II & III Support) 12/2014 to current

Sellbytel Group – Kuala Lumpur Malaysia

Provide support via phone/email/chat for G Suite administrators (Gmail, Google drive, Calendar, Docs, Sheets, Slides, Hangout, Groups, Sites, Forum, Forms, Google+, YouTube, Chrome box, Migration, Chrome book, Active Directory Sync, Device Management, Vault, Domain DNS, API integration, Google Cloud Platform

Managed call flows and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Demonstrated professionalism and courtesy with customers at all times.

Identified and solved technical issues with a variety of diagnostic tools.

Worked closely with team members to meet or exceed all customer service requirements

Conducted research to address customer concerns.

Maintained and updated customer service database.

Used scripting skills to contribute to internal tools.

Used ticketing systems to manage and process actions taken.

Participated in various incentive programs and contests designed to support achievement of production goals.

Mobile Helpdesk representative (Level I and II Support) 05/2013 to 12/2014

Singapore Telecommunication (SingTel) – Selangor Malaysia

Answered phone calls promptly and minimizes delays that could lead to abandoned calls.

Set up PC and Apple desktops and laptops and all types of mobile devices.

Provided base level IT supports to non-technical personnel within the business.

Managed calls flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Resolved problems with malfunctioning products.

Activated accounts for clients interested in new services.

Maintained and updated customer service database.

Provided on-call support for critical issues.

Trained end-users in mobile data usage and Network Coverage

Hobbies

Tennis

Football

Tai-chi & Qigong

Ice Skating

Shimming

Networking

Travelling

Reading

Forex Trading

Contact this candidate