Support Specialist Technical

Jean-Claude Gnante

Personal Details:

Address: ** ******** *****, ********** ****, London. SE11 4RL

Mobile: 077********

Email: **.******@*****.***

Profile:

I am a self-motivated and results orientated Support Specialist with highly developed interpersonal skills whose responsibility for implementing first class IT processes for customer experiences has proven highly successful. I am fully bilingual in French and English with intermediate German and Spanish, and now seeking a new opportunity within a dynamic environment.

Performance Strengths:

●Experienced people manager and strong team player successful in training and developing staff

●Experience as a Clients Relationship Management, Account Management, Data Analysis, Regulatory Compliance and organisation of people and procedures

●An ability to cope with stressful and demanding situations

●Versatility and adaptability to new environments

●A willingness to learn new ideas

●A development of good communication skills through verbal communication and documentation

Education, Qualification and IT Skills:

●Certificate in German Language (B1) Inlingua, Munich, Germany 2009

●Advanced Fares Calculations & Galileo Travel Bookings Certificate, IATA, West London College, UK 2000

●BA(Honours) Applied Foreign Languages, Université Polytechnique Hauts-de-France 1992-1994

●Languages: French (Native) English (Bilingual) German (Intermediate) Spanish (Intermediate)

●Proficient user of Microsoft Office - Word, Excel, PowerPoint, Outlook and Explorer, CRM Systems: Amadeus, IBM Sametime, Excite, Salesforce, Zendesk, Fidelio. GDS: Oscar, Toulouse.

Professional Experience:

SaaS 2nd Line SOFTWARE TECHNICAL SUPPORT REPRESENTATIVE, London, UK

Sep 2023 to present

EBSCO INFORMATION SERVICES

Key Responsibilities:

●Effectively utilize customer support and technical troubleshooting skills to maintain a positive working relationship between sales, customers, peers, and partners

●Answer customer questions and inquiries across the entire suite of EBSCO products and communicate action plans to the client or EBSCO representative as appropriate

●Demonstrate positive customer support skills validated by maintaining a high level of customer satisfaction

●Provide diagnostic/troubleshooting support and technical expertise via phone, chat, and email to ensure customer satisfaction

●Identify opportunities to improve existing technical support tools, procedures, and processes

●Achieve first-party Areas of Expertise in accordance with team needs and objectives, and act as an escalation point for technical issues, training, and troubleshooting

●Contribute to departmental attainment of organizational objectives and high client satisfaction

PRE-LITIGATION ANALYST, London, UK

Sep 2022 to June 2023 (Temping Role)

HUNTRESS LIMITED

Key Responsibilities:

Analyse all pre-litigation claims and investigate thoroughly using the relevant tools.

• Contact no-win no-fee lawyers by email to try and settle claims/resolve issues in a more personalised manner

• Give relevant compensations and goodwill gestures according to guidelines.

Communicate information about products and services to lawyers

• Answer lawyers’ queries via email, when appropriate, resolve claims straight away.

Report all relevant customers' experiences and comments to the Customer Engagement Team Coach/Team Manager.

1st LINE SUPPORT ENGINEER (CCTV) / HANWHA TECHWIN EUROPE LIMITED

Mar 2019- Jun 2022, Chertsey, Surrey, UK

Key Responsibilities:

To provide 1st and 2nd Line Support to customers and distributors, delivering the highest of quality responses within agreed time frames.

Reporting to Head of Technical

●Providing 1st line technical support to B2C and B2B products to customers via telephone, email and remotely via AnyDesk software in English, French and German and occasionally Spanish

●Answering questions and general enquiries

●Logging customers queries on tracking system CRM Zendesk

●Ensuring that users are kept up to date at all times.

●Diagnosing, replicating technical issues and troubleshooting for effective remedies, networking issues testing and fixing, software support and troubleshooting, Active Directory, firmware testing and implementation, Virtual Lab devices and software testing.

●Assisting with password reset and providing links to firmware updates along with specific instructions and processes not to break NVRs and DVRs in the process

●Running tests in the Lab for alternative solutions

●Creating scenarios of case by case resolution of device issues by compiling a Knowledge Based

●Triage of urgent issues as per SLA in place

●Effectiveness in understanding problems and making timely, practical decisions

● Zendesk experience

●Follow up on open tickets and ensure customers are kept up to date at all times with the progress

●To provide a high level of support to customers and associated service facilities.

●Site visits and face-to-face resolution of customers technical issues and reporting

●Internal technical training based on case studies

CLAIMS & COMPENSATIONS INVESTIGATOR / AIR FRANCE-KLM

Aug 2017 – March 2019 (Temporary/ Temping Role) – London, UK

●Provided plan and claim information for delayed, cancelled flights, lost or damaged luggage

●Made outbound calls to gather missing information on incomplete claims

●Analysed compensation claims based on Airlines Industry policies outlined by IATA

●Approved or dismissed compensation claims based on duration of the flight delay conditions or mechanical problems

●Approved or dismissed compensation claims based on list of contents of lost items inside luggage/ delayed or lost luggage whether or not products of first necessities were within reasonable refund margin.

●Double-checked for bogus compensation claims, refund scams of fictitious travelers.

●Verified and stopped double compensation claims coming from same travelers on each leg of travel under names amended by voluntary typos made by travelers against travel flight documents and reservation.

FREELANCE RELOCATION CONSULTANT / EXPATS GENIUS LTD

Jul 2016 – Jul 2017 – London, UK

●Freelancing role in assisting prospective private expat with the preparation of documents on their behalf prior to a smooth relocation in Spain.

●Liaised with apartment rental partners for the selection of the desired property

●Liaised with partner translation company for certified translation of Spanish documents into English

●Booked appointment at the Social Security Service for prospective expat to get officially registered and obtained their NIE card.

●Provided assistance and booking appointments for banking services and account opening

●Provided list of English-speaking doctors and dentists

●Other services as needed

RISK AND COMPLIANCE EXECUTIVE / DOW JONES

Sep 2014 – Jul 2016 – Barcelona, Spain

Reported to the Institutional Customer Services Supervisor and was accountable for the strategic delivery of an outstanding level to develop and attract new business across Dow Jones products such as Factiva database:

Risk and Compliance research, background checks, sanctions list monitoring and reporting

Billing and accounts administration, Private Equity, Venture Capital and Private Markets Analysis and reporting.

●Troubleshooting issues across the vast sections of Factiva suit of products like Private Equity, Venture Capital, Search strings for media releases

●Participated in new products released testing

●Helped customers navigate through Factiva by running seminars

●Helped maintain updated knowledge of company products and services to better provide customer support and services solutions

●Provided first-level technical support to end users on proprietary software and applications including installation and basic usage

●Compiled reports on Venture Capital, Risk and Compliance list for companies which need them for projects

Earlier Career History

Clients Services Account Manager / PR Newswire Europe - London 2012-2013

●Review and editing of press releases prior to publication on various wires

●Logging all incoming requests for press releases package approved by the Sales Manager for execution

●Up sales press releases with pictures and videos made to clients as suggestion for better distribution on the wires

Pricing Analyst /Auto Europe Deutschland GMBH - Germany 2007-2011

●Analysis of competitor car rental quote on the basis of like for like to offer a better deal to prospective clients and retain business with them

●Sending weekly reports to the Head of Sales in the US

●Uploaded new car offers in the database after approval of the fleets director

Video games tester/Nintendo - Germany 2006-2007

●Video games testing for bugs and translation from English to French

●Games revision for typos and final testing prior to global release

●Travel Consultant / Opodo - Germany 2006

●Travel bookings for flights and hotels

●Travel amendments and cancellation

●Refunds processing

Hospitality – Temporary Assignments - London

●Kitchen helper

●Prep cooking for hors-d'oeuvres

●Desserts arrangements

●Weekly Inventory control

References on request

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