French-Speaking IT Service Desk Specialist

Djekay Rodolphe Koua

Grass Residence SM North, Quezon City, Philippines, 099********, ********.****@*****.*** EMPLOYMENT HISTORY

Nov 2024 IT Service Desk (French Speaker), Stefanini Philippines Inc Pasay, City

• Provided multi-channel support (calls, emails, chats) for Sephora employees

• Managed incidents via ServiceNow, coordinated with vendors and third-party desks

• Supported hardware/software including POS systems, printers, and mobile devices

• Implemented security protocols like MFA, SSO, and Conditional Access

• Assisted with SAP Concur account setup and access management. Sep 2018 — Feb 2023 French Content Moderator Analyst, Open Access BPO Makati City

• Reviewed and moderated website content in French

• Translated content and collaborated with internal teams. Jan 2013 — Jan 2014 Sales Agent, MonaVie Bangalore India

• Conducted product demos and presentations

• Built client relationships and exceeded sales targets Jan 2011 — Jan 2012 Customer Service Agent, MTN Group Abidjan,Ivory Coast

• Assisted customers with SIM cards, long-distance calls, and post-paid accounts

• Delivered excellent service and resolved escalations EDUCATION

Jun 2012 — Nov 2015 Bachelor Degree, Bangalore University Bangalore Bachelor’s Degree in Finance, Accounting, and Business Studies SKILLS Customer Service Expert

Hardware & Software Support Expert

Network Troubleshooting Expert

Ticketing Systems

(ServiceNow)

Expert

Data Backup & Recovery Expert

Technical Issue Analysis Expert

Bilingual (French & English) Expert

COURSES

Jun 2016 — Oct 2017 SAP S/4Hana and FICO, Bangalore

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