Customer Service & Technical Support Agent
Resume:
SEREN RAMAUGE
Lisbon Portugal
*********@*****.***
Summary Customer-focused Agent successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective customer relations and convincing communications. Utilizes excellent organizational skill to enhance efficiency and collaborating with teams to achieve outstanding success. Reliable, successfully meet deadline, dedicated to company growth and improvements. Utilizes communication skills to build meaningful, trusting relationships that exceed client demands.
Skills
Experience SHARED SERVICE DESK AGENT
LISBON, LISBON, PORTUGAL
VIRTUAL CONTENT ANALYST
LISBON, LISBON, PORTUGAL
Virtual Content Analyst Fujitsu GDC, Lisbon
SERVICE DESK AGENT
LISBON, LISBON, PORTUGAL
SERVICE DESK AGENT
LISBON, LISBON, PORTUGAL
ENGLISH TUTOR
ISTANBUL, ISTANBUL, TURKEY
ENGLISH TUTOR
LONDON, ISTANBUL, TURKEY
Education MASTER OF ARTS FINE ARTS
CERTIFICATE OF HIGHER EDUCATION
CELTA
Languages ENGLISH
ADVANCED
TURKISH
NATIVE
Certifications & Courses Learning Cloud Certificate ID: a91015bb608849f3dc428205e682fac5e7c27a5de67e0f9cdd7f2a781ced7851 Cloud Computing
Certificate ID:
6c974a0a48b538c55430d393c86c77a7639f449f873aea0eecef4b14d8441981 Cloud Networking Concept
Certificate ID:
2a0b466cc50ed249bb5f38c1e4b04634c12a556b89f0f20c7c09c8939542de86 AWS Certified Cloud Practitioner
Certificate ID:
bde58a49e6a0f88b78840242b16b3b580a5057159122d45f8548bbb93ea42bd5
Skilled At Multi-Tasking. Solution-Minded
Excellent Communication With Customer
Analytical And Critical Thinker. Working With Shifting Priorities. Managing Multiple Projects Simultaneously.
Provide Excellent Technical Support.
Network Connectivity Knowledge.
Computer Software And System Knowledge
Customer Support Needs Assessment Application Support ServiceNow (Incident Management Ticket Triaging) Productivity & Collaboration : Microsoft
O365 (Word, Excel, Outlook, Teams, SharePoint)
FUJITSU GDC
JUL 2015 - JUN 2026
Provided timely and effective solutions based on information provided by customers.
•
Increased positive customer reviews on KPA by solving complex, technical computer issues efficiently within timeframe.
•
Maintained excellent team relationships by helping individuals with complex customer issues, complaints, computer malfunctions and questions.
•
Provided solutions for users of and working closely via phone, email, live chat with end users.
•
Proficient in managing workflows through industry - standard ticketing systems like ServiceNow, Remote Desktop tool Bomgar
•
FUJITSU GDC
JUN 2020 - FEB 2021
Utilized practical communications skills to maintain and build positive client relationships.
•
Offered thorough support knowledge aiding team assignments and deliverables.
•
Interacted with teams in multiple languages and provided clarification.
•
SCHNEIDER FUJITSU GDC
MAY 2016 - JUL 2019
Employed excellent time-management skills to maximize completion and reducing errors.
•
Customized products to meet user specifications
improvingcustomer experience.
•
Single Point of Contact (SPOC) : Act as the primary interface between end-users (employees or customers) and the IT department for all technical issues, inquiries, and service requests.
•
Ticket Lifecycle Management : Log, categorize, prioritize, and track technical incidents and service requests using ITSM tools like ServiceNow or Remedy from initial contact through to resolution.
•
First-Line Troubleshooting : Diagnose and resolve basic to intermediate technical issues on the first call or contact First Contact Resolution - FCR . This includes password resets, account lockouts, software installation errors, and basic connectivity issues.
•
Escalation & Routing : Accurately identify complex hardware, network, or server problems that cannot be resolved at the first level and escalate them to Tier 2 specialist teams.
•
User Provisioning : Manage user accounts, permissions, and access rights within environments like Active Directory and Microsoft O365 eg, setting up new mailboxes, managing distribution groups, or granting SharePoint access .
•
SLA Compliance : Monitor pending tickets closely to ensure all issues are responded to and resolved within the timelines agreed upon in the Service Level Agreements (SLAs) .
•
Knowledge Base Contribution : Document common issues, resolution steps, and troubleshooting procedures to help update internal knowledge bases for the team and self - service portals for users
•
LIMAGRAIN FUJITSI GDC
JUN 2015 - MAY 2016
Maintained excellent team relationships by helping individuals with customer issues, complaints, computer malfunctions and questions.
•
BEYKENT UNIVERSITY
SEP 2011 - SEP 2013
Conducted student assessments to determine improvements required and development achieved, reporting findings to teachers.
•
Helped underachieving students achieve academic goals by assessing educational weaknesses and finding effective teaching methods.
•
• Assisted students of all skill levels in
Provided exam preparation services for SATs, GCSE, A-Level and equivalent examinations.
•
OXFORD HOUSE COLLEGE
SEP 2007 - SEP 2011
Conducted consultations with parents, students and teachers to determine educational weaknesses and create specialized learning plans.
•
Planned educational English lessons such as book readings, grammar, spelling and language lessons.
•
MIDDLESEX UNIVERSITY
DEC 2000
UNIVERSITY OF
CAMBRIDGE
DEC 2005
CELTA (Certificate in Teaching English to Speakers... Cambridge University
Contact this candidate