Multilingual IT Helpdesk & Executive Support Specialist
Resume:
CONTACT
Tampa, Florida
*********@*****.***
Languages: English Czech German Slovak
EDUCATION
UNIVERSITY OF OSTRAVA
Bachelor of Science in Information Technology
Minor: Multilingual Communication
HARLOW COLLEGE U.K.
Proficiency in English
SKILLS
Communication
Highly organized
Problem solving
Team Management
IT HELP DESK ANALYST WITH MULTILINGUAL SKILLS
Jana Cash
OBJECTIVE
EXECUTIVE ASSISTANT IT & MULTILINGUAL SUPPORT
Highly motivated IT Helpdesk Analyst with proven ability to resolve complex technical issues, deliver excellent multilingual customer support, and maintain strong cross-department communication. Skilled in troubleshooting, network diagnostics, ticketing systems. Analytical, detail-oriented professional with a strong foundation in information technology and executive support, coordinating schedules and priorities, and ensuring seamless executive operations in fast-paced environments.
CORE COMPETENCIES & TECHNICAL SKILLS
Technical Support: (Tier 1 & Tier 2)
Operating Systems: (Windows 10/11,
Applications: Active Directory, Microsoft 365 Word, Excel, Outlook, Teams)
Ticketing Systems: (ServiceNow, Jira, SaaS Platform Support, remote Desktop, VPN Assistance, LogMeIn)
IT Documentation & Knowledge Base Management
Document Preparation & Data Management
Cross-Department Coordination
Problem Solving & Process Improvement
Team Leadership & Customer Relations
Other: Data Entry, Reporting, Cloud File Management (SharePoint, OneDrive)
PROFESSIONAL EXPERIENCE
IT HELPDESK ANALYST/ TECHNICAL SUPPORT SPECIALIST (BILLINGUAL ENGLISH-GERMAN)
CAI USA 2021–2025
Provided multilingual technical support to over 2000 users across the U.S., Europe, the Middle East, Asia via phone, chat and email.
Manage incidents using ServiceNow, ensuring 95% SLA compliance for ticket resolution
Assist with Microsoft 365 account management, password reset, and access permissions
Collaborated with IT engineers to escalate and resolve advanced issues; document solutions in internal KB.
Implemented a bilingual self-help portal, reducing support requests by 15%Diagnose and troubleshoot hardware, software, and network issues; manage user accounts through Active Directory.
Coordinate daily operations, assign tasks, and monitor performance of the help desk team.
IT HELPDESK ANALYST BILINGUAL SUPPORT GERMAN-ENGLISH
Certified Language International
Provided multilingual technical support to users across the U.S., Europe, and the Middle East via phone, chat, and email, ensuring timely and accurate issue resolution.
Delivered professional translation and interpretation services for clients in technical, legal, healthcare, and business sectors, facilitating smooth and accurate communication.
Ensured precision in terminology and cultural clarity, enhancing collaboration among international stakeholders.
Supported documentation, ticket management, and data entry with a focus on accuracy, confidentiality, and compliance with client policies.
Coordinated daily helpdesk operations, and maintaining high service-level standards.
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