Customer Service Technical Support

TARGET: Customer Associate at Scotiabank - Mississauga, On, City

SHORT SUMMARY OF MY SKILLS

-Graduated IT Analyst at York University Toronto with 4 years Bi-Lingual customer service at AIMIA Toronto and 5 years technical support at Motorola and Free Scale semi-conductor in Paris France.

-Strong proficiency in ITIL standards and a track record of success in delivering outstanding service against aggressive 24/7 support in person, by phone, or using RT tools following service expectations (SLA).

-Comprehensive background in Electrical, Electronical, and in computer systems as a system engineer with practical and excellent hands-on.

-Thrives in fast-paced, deadline-driven roles; expertly managing support environment and ensuring client expectations and performance indicators match the requirements of the Service Level Agreement (SLA).

EXPERIENCE

We Service and Consulting. Inc. Aug 2016 to Nov 2024

-Many small contract jobs to maintain life balance,

-Online technical analyst at a bank in Toronto jobs

-Industry-level translations for big Companies for example Ackland and Grangers

-Analyst consultant job at Planet Feet Healthcare

Web Support Analyst. Aug 2011 to Aug 2016

AIMIA Toronto, ON, Canada.

-Resolved customer complaints, and concerns with strong verbal and negotiation skills in both English/French.

-Display courtesy and strong interpersonal skills with all customer interactions, and efficiently minimize the adverse impact by training members on the proper use of AIMIA web interfaces and the app's functionalities.

-Referred difficult customers and issues to direct manager while maintaining positive behavior with customers

-Promote teamwork and manage priorities to advance the expected Goals for the Web support department.

Corporate IT-Service Manager. Jun 2009 to Feb 2011

Motorola & FreeScale Semi-Conducator, Paris, Iles de France.

-Managed incidents with Motorola and Freescale call and tracking system, troubleshot connectivity issues on LAN-network with patch fields, switches, and routers; dispatched user’s requests to local support-assistances.

-Acted as the primary point of contact for computers, network printers, applications, and license upgrades.

-Led and responded to IMAC requests and activities in Paris for new Install-Move-Add and Change-Management.

-Monitored incidents Databases with BMC Remedy Call Tracking System and analyzed performance as SLA.

Systems Engineer. Nov 2008 to Feb 2009

Adecco Expert for AN Paris, Iles de France, Paris.

-Developed scale models to implement a DMZ Active Directory Test-environment at NA Paris; and established virtual server templates for W2K0, W2K3, W2K8 Server Enterprise Edition. Win. XP, 7 in the parliament in Paris

-Created, deployed and tested each virtual machine in real-time within the test environment with success.

System Administrator. 2005 – 2007

Optimum GmbH/Bosch Stuttgart, Germany.

-Designed, implemented and documented the NT4-LAN infrastructures in Optimum headquarter.

-Saved over 100,000 Euro to Optimum GmbH to build over 100 computers and conducted IMAC for PC installations at Bosh Company in Zuffenhausen Stuttgart and developed work procedures for technical support.

-Performed server hardware upgrade, installed new rack systems, and incorporated new Servers, DSL-router, switch, and patch-fields for LAN-network to support end-user on Outlook, and print-queue at Bosch GmBH.

EDUCATION & PROFESSIONAL DEVELOPMENT

Associate of Arts in Systems Analysis (2017)

York University, Toronto ON

Associate of Arts in IT Project Management (2011)

G2R Paris, Iles de France, France

Windows 2008 Certificates (2009)

HomeCom Paris, Iles de France, France

Engineering Diploma in Systems Techniques (1989)

University Kaiserslautern, Germany

Languages: Fluent in English and in French

Emmanuel Wagne

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