Customer Service Technical Support

ANTOINE EDZOA

Mobile : +447*********

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

Location: London / Croydon

Professional Profile: Network Engineer/Technical Support Specialist

Highly motivated and results-driven Bilingual Network Engineer/ Bilingual Technical Support Specialist with extensive experience in worldwide customer service, technical support, and bilingual communication. Possesses honed expertise in investigating, researching, and diagnosing network issues, coupled with well-developed prioritization skills. Proven ability to provide first, second, and third-line support in technical operations, ensuring the timely completion of tasks even under tight deadlines.

A dedicated professional with a strong academic foundation and practical experience, I bring a unique blend of technical expertise and customer service excellence to every endeavour. Committed to consistently delivering high-quality work and contributing to the success of both individual tasks and team objectives. Ready to leverage my skills and experience to make valuable contributions in a dynamic technical environment. Able to adapt to any work environment and learn new skill very quickly.

Bachelor's Degree with Honors in Telecommunications and Computer Network Engineering.

KEY SKILLS

OSI network model, Ethernet and TCP/IP, STP, VOIP Networking.

IMS,UMTS and LTE networks

Analogue and Mixed Signal Board Design

Microsoft Window Operation System ( Workstation and Server)

Excellent communicator(speaking and writing), English, French, Intermediate in German

Excellent problem solving, planning and analytical skills.

Great attention to detail and passion for troubleshooting.

Excellent in External Customer Support and Commercial

Voice Gateways/Gatekeepers, Wireless Network, Router and Switch Methodologies

Knowledge on DNS,DHCP,HTTP,FTP,SSH,SMTP

EMPLOYMENT HISTORY

Locus Robotics Bilingual Customer Service Support Specialist – Cloud Services EMEA (Oct 2021 - Present)

Triage and Resolution Address technical support issues promptly through various channels including chat, e-mail, and phone consultations.

Collaboration: work closely with engineering Team to resolve complex technical issues and contribute valuable insights to ongoing product development.

Skill Development actively: update and enhance technical skills to stay current with evolving technologies and product features.

On-Call Commitment Demonstrate a commitment to providing on-call coverage on a rotating team schedule, including weekends and evenings.

Customer Service Excellence: Leverage strong written and verbal communication skills to provide top-notch customer service, ensuring customer satisfaction throughout the support process.

Multitasking: Perform multiple tasks concurrently, effectively responding to emergency situations with a calm and focused approach.

Technical Communication: Clearly communicate technical and complex information both verbally and in writing to clients and internal teams.

Troubleshooting Expertise: Utilize strong troubleshooting skills to gather information on technical issues, following defined processes and escalating problems to the appropriate internal teams.

Windows Environment Management: Bring experience in managing Windows environments to enhance the efficiency and effectiveness of technical support operations.

OPENTEXT (Leader in EIM) - Bilingual Technical Support Specialist ll Cloud Services EMEA (March 2017- Oct 2021).

Solving complex issues related to various components of Network and infrastructure.

Creating and documenting on the system processes and task related to keep the network up and performing optimally.

Answering all queries and requests within the required SLA management.

Operating with different System, Software languages and windows: Citrix System (Putty), Siebel,

Data tracking and ensuring the delivery of the customer requirements is met.

Established Methodologies and Documented Procedures to Perform Assigned Task.

OpenText - Bilingual Technical Support Cloud Services EMEA (Jan 2016 – March 2017)

Addressing Network migrations Issues, (TP creation, data tracking, mailbox/protocol creation, and data gathering) in a timely, accurate and secure way whilst remaining customer focused.

Creating, amending and deleting mailboxes on the various GXS/OPENTEXT platforms (TGMS, Tradanet, IEFE and Inovis Works) in a secure and accurate manner.

Creating, amending and deleting any protocols connected to the various mailboxes. (X400, OFTP, OFTP 2, AS2, SFTP) in a secure and accurate manner

Answering all queries and requests within the required SLA

Building a positive and productive long-term relationship with clients

Operating with different System, Software languages and windows: Citrix System (Putty), Siebel

Data tracing and ensuring the delivery of the customer requirements is met.

Microfix – MFX Ltd –IT and Network Installations Engineer (May 2015 – Dec 2015)

Attending Client Sites to install and Configure PC’S.

Software Installations and Testing Systems for Faults

Responsible for moving back up disc’s across client sites

Supporting the client including installations and Managed Services

Setting up, and installing workstation to meet client requirements

NDSL- Cell Watch – Field Installations Engineer (March 2015 – Dec 2016)

Cable Tray (cut PVC cable using battery operation)

Preparing, Testing, Installing and commissioning Electronics Devices

Installation of The Battery Monitoring Unit iBMU (Server)

System Testing and Battery Monitoring System Verification

Carrying out technical validation work for the company.

Expected to travel and be involved in customer on –site troubleshooting, and problem mitigation and resolution.

Maintenance, Technical Service Possess knowledge of electrical.

Capital Computer Care Limited - IT Maintenance and IT Audition Field Operator (November 2014)

Restoring computer hard drive

Server and data service maintenance and cable connection

IT hardware auditing

Just Computers Ltd Engineer (September 2013 – November 2014)

Repairing and upgrading PCs, custom built desktop,

Network cabling, secure wireless networking.

Providing IT Technical Support to Customers

Hardware and Software Support, Product Support

Debugging test and validation

Cost cutter Part – Time Sales Assistant (December 2008 –September 2009)

Store Supervisor Filing reports and Managing Cash flow

Dealing with customer Queries

Ant Marketing Sheffield Market Researcher /Telesales Agent (April 2005 – December 2008)

Telephone interviewing in different languages (English, French, German)

Worked on important projects with high profile clients as IBM, Bloomberg, Market Economics, Oracle, and Financial Time etc

Worked in a team and leading it to obtain successful completion of projects

Qualifications

Bachelor’s degree with Honours in Telecommunications and Computer Networks Engineering

CCNA: Cisco Certified Network Associate (On going)

Certified Cell watch Installations Engineer (May 2015)

CSCS card Installation Engineer – Mobile Conductors Employer Certified (May 2015)

Currently doing my management course 4 Certifications in ITIL

EDUCATION

London South Bank University - BEng (Hons) Telecommunications and Computer Networks Engineering (September 2009 – October 2014)

Key modules: Engineering Mathematics and Modelling, Design and practice, engineering principles, Introduction to electrical and electronic principles, Advanced engineering mathematics and modelling,Introduction to communication systems and networks,Analogue,digital and mixed signal circuit design,Fundamentals of communication theory and transmission channels, Managing the engineering process, Engineering software C++,Innovation and enterprise, Network technologies and design, Analogue, digital and wireless communications, Project, DSP (Digital Signal Processing) for communication engineering

Optical and microwave communications and EMC

Class Representative – Providing the vital link between students and the staff who provide feedback to students on issues discussed.

Student Member of Institute of Engineering and Technology (IET)

Sheffield City College – access Course to Higher Education Diploma (September 2008 – July 2009)

Access Course to Higher Education Diploma (grade A)

INTERESTS

Enjoy playing Rugby and football, cooking, family person, socialize with people.

References :available on request

Contact this candidate