Decisive Technical Support Engineer with Adaptable Aptitude

JEAN-CLAUDE GNANTE

077******** **.******@*****.***

PROFESSIONAL SUMMARY

Technical Support Engineer / Technical Support Analyst with over a decade of experience in technical troubleshooting, customer support, and risk management. Skilled in diagnosing and resolving complex issues, delivering outstanding service, and cultivating strong relationships with clients, teams, and partners. Adept in CRM systems including Zendesk, Netsuite, and Salesforce, with a proven record of improving support processes and customer satisfaction. Bilingual in French and English, with intermediate German and Spanish, committed to delivering innovative solutions and efficient resolutions.

KEY SKILLS

Core Competencies: Technical Support • Troubleshooting • Risk Management • Compliance • Data Analysis • Customer Relationship Management • Problem Resolution • Process Improvement Soft Skills: Communication • Client Engagement • Collaboration • Cultural Awareness • Adaptability • Analytical Thinking • Decision-Making • Time Management

Technical Skills: Zendesk • Salesforce • Microsoft Office Suite • Netsuite • Active Directory • Firmware Testing & Implementation • Networking Troubleshooting • CRM Systems PROFESSIONAL EXPERIENCE

Volunteer Host - Homes for Ukraine Sponsor London Jan 2025 – Present

• Provided accommodation and support to a Ukrainian refugee under the Homes for Ukraine Scheme • Facilitated integration into the local community, assisted with language learning, employment search, GP registration, and bank account opening • Demonstrated strong cross-cultural communication skills and adaptability in challenging situations • Fostered a welcoming environment, supporting the rebuilding of lives in a new country SAAS 2nd Line Software Technical Support Representative EBSCO Information Services London Sep 2023 – Dec 2024

• Delivered advanced technical troubleshooting and customer support for EBSCO’s product suite via phone, chat, and email • Managed and escalated technical issues, ensuring high customer satisfaction • Identified and implemented improvements in support tools and processes • Acted as a technical escalation point and trainer for team members Pre-Litigation Analyst Huntress Limited London Sep 2022 – Jun 2023

• Analysed pre-litigation claims, investigating thoroughly with appropriate tools • Liaised with legal representatives to settle claims and improve customer outcomes • Offered compensations and goodwill gestures within guidelines • Provided timely, accurate responses to legal queries 1st Line Support Engineer (CCTV) Hanwha Techwin Europe Limited Chertsey, Surrey Mar 2019 – Jun 2022

• Provided 1st and 2nd line technical support for CCTV systems via telephone, email, and remote tools in multiple languages • Diagnosed, replicated, and resolved complex technical issues, including networking, firmware, and Active Directory • Maintained high customer satisfaction by delivering timely updates and solutions • Created knowledge base content to improve future troubleshooting efficiency Claims & Compensations Investigator Air France-KLM London Aug 2017 – Mar 2019

• Processed and resolved flight disruption claims, improving customer satisfaction • Investigated fraud risks and ensured compliance with IATA policies • Analysed claims data to enhance processes and reduce costs Freelance Relocation Consultant Expats Genius Ltd London Jul 2016 – Jul 2017

• Assisted private clients with administrative and logistical relocation processes in Spain • Coordinated property searches, legal translations, and official registrations Risk and Compliance Executive Dow Jones Barcelona, Spain Sep 2014 – Jul 2016

• Conducted risk and compliance research to support business growth • Delivered Factiva training seminars, improving user engagement • Provided technical support and product testing for quality assurance Clients Services Account Manager PR Newswire Europe London 2012 – 2013

• Reviewed and edited press releases prior to publication • Logged and processed client requests, upselling multimedia enhancements

Pricing Analyst Auto Europe Deutschland GMBH Germany 2007 – 2011

• Conducted competitor pricing analysis to improve market positioning • Uploaded approved offers to internal databases • Produced weekly sales reports for senior management Video Games Tester Nintendo Germany 2006 – 2007

• Tested and proofread video games for bugs and localisation accuracy Travel Consultant Opodo Germany 2006

• Processed bookings, amendments, cancellations, and refunds for flights and hotels Hospitality – Temporary Assignments London

• Assisted with kitchen operations, inventory, and food preparation EDUCATION

BA (Honours) Applied Foreign Languages Université Polytechnique Hauts-de-France Jan 1992 – Dec 1994 COURSES

Certificate in German Language (B1) Inlingua Jan 2009 – Dec 2009 Advanced Fares Calculations & Galileo Travel Bookings Certificate West London College Jan 2000 – Dec 2000 LANGUAGES

French (Native) • English (Fluent) • German (Intermediate) • Spanish (Intermediate) REFERENCES AVAILABLE UPON REQUEST

Contact this candidate