Junior E. Email & Phone Number

Puerto Plata, Puerto Plata Province, Do

Kamloops, British Columbia, Canada

-Communicate and troubleshoot effectively via telephone, tickets and email.-Experience setting up and configuring network equipment such as ADSL modems and routers and working with different data services (DSL, COAX, Fiber, LTE), with Knowledge of networking concepts (LAN, DHCP, TCP/IP, Subnetting, NAT), Knowledge of voice concepts (SIP, PBX), and Knowledge of concepts such as IPv4, IPv6, MPLS, SD-WAN.

Toronto, Ontario, Canada

- Bilingual (English/French or English/Spanish) technical support for SWTCH, a major provider of electric vehicle (EV) charging service for EV owners across North America.- Handling incoming calls from first-time and existing users and web-based and mobile applications.- Core responsibilities include troubleshooting issues related to account creation and management, charger activation, and payments and billing.

Cannes, Provence-Alpes-Côte D'Azur, France

- Acknowledging tickets via email and on ERP systems, including ServiceNow.- Liaising with local delivery partners to coordinate onsite activities.- Producing internal and customer documentation for local delivery partners.- Checking that local delivery partners are on-site and monitoring the intervention.- Escalating issues on site to either internal 2nd Level support or external support.- Ensuring at all documentation and protocols are complete at the end of the intervention.

Paris, Île-De-France, France

- Customer technical support for the Shopify Apps via Zendesk tickets,- Assist during the Onboarding process,

Toronto, On

As a Remote IT professional, I support several companies with their Information Technology needs. From networks to remote desktop, servers, DHCP, E-mail, Active Directory, IT Management, infrastructure management, remote assistance, project creation/implementation, hybrid networks, cabling, wi-fi, data management, help-desk, video surveillance, VoIP.

Luxembourg

- Content moderation, problem-solving skills, and technical knowledge.- Worked on a variety of software programs (e.g. Intercom, Google Suite, Slack).- Communicate effectively through email/phone with our customers, build trust with users and support them, and ensure that all customers have a great experience with the service.- Operational support related to content moderation to protect users, and ensure that high-quality content standards on the platform are met.

• Information Technology Specialist and Networking.• Call centre operation manager.• Staff coaching and training.• HR and administrative task.• Provide remote client support both over the phone and by email/chat.• Vici-dialer setup and maintenance, Networking and Computer maintenance.

Labelle, Qc

• Manage remote contact center. • Assisting with staff hiring, training and daily supervision. • Training sales staff on company procedures.• Handle calls from multiple resorts property, answer guest inquiries and help complete their reservations.

Miami/Fort Lauderdale Area

• Provide IT support to the guest having issues to authentication to their free hospitality internet access (WiFi or Wired).• Identify issues within the network by listening & trouble shooting their devices and operating system (Windows, OSx, Linux, Chrome, iOS & Android)• Working with networking equipment such as access points, routers, modems, switches & gateways.

Ada, Oh

• Provide IT support to guest having issue to authentication to their free hospitality internet access (WiFi or Wired).• Identify issues within the network by listening & trouble shooting their devices and operating system (Windows, OSx, Linux, Chrome, iOS & Android)• Working with networking equipment such as access points, routers, modems, switches & gateways.

• Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and Support Executives meet their targets.

• Provide remote client support both over the phone and by email/chat.• Personal assistance doing various administrative tasks including document creation.• Vici-dialer setup and maintenance, Networking and Computer maintenance.

• Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and Support Executives meet their targets.• Responsible to train and coach staff of 40 to 50 people on Product knowledge, Selling techniques, IT-support, Billing and Customer service in English, French & Spanish.• Organize, create and maintain training materials updated. And Send Statistic report to Manager.• Providing leadership, management and guidance to all Call Center staff• Ensuring high quality and accuracy of work from call center staff• Liaising with the main office management team to monitor the effectiveness of service policies and practices.• Weekly management meeting to troubleshoot any operational problems.• Conducting staff performance reviews and awards to staff.• Assisting in the preparation of training materials.• Training and coaching team members on selling techniques.• Gaining a thorough understanding of every customers' needs in order to offer them the best solution.• Conducting real-time phone monitoring of staff.

• Responsible for monitoring the performance of all sales executives and customer service representative.• Leading, directing and motivating the sales team.• Assisting with staff hiring, training, support and retention.• Training sales staff on effective sales techniques to increase sales.• Coordinating and supervising the day-to-day sales efforts of the team.• Directly supervising and coordinating the activities of all customer service employees.• Answering inbound calls and emails from customers.• Authorizing refunds or other compensation to customers.• Developing and maintaining productive relationships with all company staff.• Maintaining staff attendance and punctuality reports.• Writing up accurate records of discussions or correspondence with customers.• Identifying and providing feedback to management concerning possible problems or areas of improvement.• Performing any other job duties as assigned by the management.• Daily stand-up meeting to evaluating the work and performance of staff.

• Answering customer questions regarding 295.ca, Worldline.ca, Onlinetel.ca products.• Engaging in conversation with customers in order to build a better understanding of their needs. • Encouraging customers to buy products and services.• Maintaining understanding of all company processes and product knowledge necessary to make sales.• Twice Top seller award in 2007.• Listening out for and identifying opportunities to cross sell additional products and services.• Logging and update information onto computer system database or (CRM).• Maintaining professional relationships with work colleagues and customers.• Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.• Communicating with higher level technical specialists.• Knowledge of Microsoft Windows client operating systems, XP, Vista, 7, 8, 10 /• Windows & Microsoft Office up to Office 2010.• Configuration of Dialup and DSL connections, and Troubleshooting and Landline / VOIP telephone lines.

• Help client to place International calls, Computer Maintenance• Internet Use Seminar, Desktop publishing, Graphic design

• Desktop Publishing and Design with Print Shop, Photo Express and Corel Draw.