Alexandre Zeleznik Email & Phone Number

Limal, Belgium

Flémalle, Belgium

B2B Sales of IT products and services:▫ Wireless Networks: Indoor/Outdoor Coverage, Mesh/Star, PtP/PtMP, CPEs and Cloud Managed Access Points▫ Fiber Optic Networks: Single-Mode and Multimode▫ Structured Cabling (LAN, Switching, Rack Cabinets and Accessories)▫ Cloud Computing: Microsoft Office 365, VPS, VDI▫ Surveillance Systems: NVR & IP Cameras▫ Local and Cloud 3-2-1 Backups▫ SLA, Maintenance and Assistance▫ Security: UTM, VPN▫ Teams Direct Routing (Microsoft Phone System)▫ Servers (Blade, Rack and Tower), Thin Clients, Workstations and Laptops▫ Miscellaneous (NAS, UPS, Local and Cloud Managed Anti-Malwares, …) ▪ Technical Presales: Analysing and Diagnosing an organization’s IT infrastructure, Understanding the customer needs and Designing appropriate Solutions▪ E2E Sales Cycle: Qualifying Leads, Visiting, Making and Presenting Offers, Addressing Objections, Closure, Following Up and Farming▪ E2E Project Management: Conceptualization, Planning, Implementation and Closure▪ Account Management for SME and CORP such as Nonprofit Organizations, Schools, Public Entities, Business Enterprises, Healthcare Industry, …▪ Building and Maintaining Business Partnerships▪ Developing Sales Techniques and Processes▪ Order and Stock Management

Nandrin, Belgium

▪ Writing and Updating SOPs, Flowcharts and Internal Documentation▪ Creation of Call Flows and Scripts to assist the Technical Support Agents▪ Training of Junior Support Agents▪ Management of Service Requests, Incidents and Problems▪ Tasks Assignment to team members, ensuring that they are completed on time and meet quality standards ▪ Conducting weekly Team Meetings and Writing Meeting Reports▪ Shell Scripting (Batch .BAT/CMD.EXE and PowerShell) to Automate Computer Installation, Configuration, and Support▪ Asset ManagementKey Achievements:▪ Handling numerous Tasks and Priorities▪ Handling unexpected Events and finding suitable Solutions

Nandrin, Belgium

▪ Premium Technical Support for French and English Speaking Business Customers, in accordance with the SLAs, via Ticketing System (FreshService) and Phone▪ On-site Installation, Configuration, Repair and Maintenance▪ Software Testing (Acceptance, Regression, Retesting) and Bug Reporting (ActiveCollab and SpiraTeam)▪ Remote Support (AnyDesk)Key Achievements:▪ Involved in the Creation and the Development of the Support and Logistics Departments in a High-Growth Startup

Maastricht Area, Netherlands

▪ Technical Support for Residential and Business Customers (via Email, Live Chat and Phone):-Desktop and Laptop Computers (Windows)-Tablets and Phablets (Android)▪ Managing Customer Interactions, Service Requests and Incidents using CRM (SAP) ▪ Remote Support (LogMeIn)▪ Multitasking and Task Switching: -Handling multiple Live Chats simultaneously-Switching between various Tasks such as Answering Phone Calls, Emails and Live Chats with easeKey Achievements: ▪ Promoted to the Customer Care role within the team (31/07/2017): -Writing CSAT Reports for the Supervisors -Calling the Unsatisfied Customers to provide them a Solution to their unresolved Incidents-Writing Reports about Logistics Issues for the Supervisors and the Manager

Chaudfontaine, Belgium

Creation of Websites based on Clients’ Goals and Requirements for various Companies:▪ CMS Installation, Configuration and Administration (Wordpress)▪ Domain Name Registration and Configuration (Gandi)▪ CDN and DDoS Protection/Mitigation Configuration (Cloudflare)▪ Speed Optimization▪ Hardening▪ Backup Management▪ HTTP/2 and SSL Configuration (Let's Encrypt)▪ SEO

Hauts-Sarts, Belgium

Proximus’ (ISP) Products and Services Technical Support for Residential and Large Business Customers via Phone:▪ VoIP▪ xDSL Internet▪ PBX/ISDN and PBX/ISDN over IP▪ PSTN Fixed and Mobile Telephony▪ Digital TVKey Achievements: ▪ High FCR rate (Top 10 among 400+ Employees for Several Months)▪ Average of 60 Inbound Calls per Day▪ Promoted to Premium Technical Support team for Corporate Customers (17/02/2016)

Eupen, Belgium

▪ Virtualization (VMware ESXi and vCenter): Installation and Configuration▪ Windows Server 2003-2012 R2 Migration▪ Drawing and Updating the Customer Network Topology Diagrams and Maintaining Technical Documentation▪ IT Asset Management: -Defining the Asset Inventory Baseline-Collecting Data-MonitoringManagement of the Following Assets:Fujitsu Servers, Fortinet Products (FortiGate, FortiMail, FortiWifi), DynDNS and DuoCircle Services, D-Link and ZyXEL Switches, Buffalo Access Points, Panda Cloud Endpoint Protection Licenses, Gandi Services (Domain Names and SSL Certificates), QNAP NAS, APC UPS, iRMC, Microsoft Office 2013 Licenses, SLAs