Mis en place et maintien du system informatique (architecture) de la société.Mis en place d’un outil de création de ticket (Spiceworks).Mis en place et maintien de la base de données (Sharepoint) de la société.Résolution des demandes et problèmes informatiques des clients (~30 TPE Françaises).Mis en place et maintien de la sauvegarde des clients.Management de l’équipe informatiqueRédaction de rapports téléphonique et informatiqueFormation des nouvelles… Show more Mis en place et maintien du system informatique (architecture) de la société.Mis en place d’un outil de création de ticket (Spiceworks).Mis en place et maintien de la base de données (Sharepoint) de la société.Résolution des demandes et problèmes informatiques des clients (~30 TPE Françaises).Mis en place et maintien de la sauvegarde des clients.Management de l’équipe informatiqueRédaction de rapports téléphonique et informatiqueFormation des nouvelles recrues.Outil de ticket : GLPI, SysAid, Spiceworks Show less

Analyse incidents/request, find and a?pply appropriate solutions or workarounds;• Attend mails and phone calls promptly;• Correctly escalate in a timely manner cases that are to be dealt by other teams.• Train and evaluate newly recruited Technicians

Analyse incidents/request, find and apply appropriate solutions or workarounds or make proposition to Team Manager;• Attend mails and phone calls promptly;• Optimize time spent on mails and phone calls;• Find appropriate solutions from the knowledge base;• Correctly escalate in a timely manner cases that are to be dealt by other teams.• Ensure day to day management of the American activity/staff• Produce monthly telephony stats, as well as the monthly reports• Train… Show more Analyse incidents/request, find and apply appropriate solutions or workarounds or make proposition to Team Manager;• Attend mails and phone calls promptly;• Optimize time spent on mails and phone calls;• Find appropriate solutions from the knowledge base;• Correctly escalate in a timely manner cases that are to be dealt by other teams.• Ensure day to day management of the American activity/staff• Produce monthly telephony stats, as well as the monthly reports• Train and evaluate newly recruited Analysts• Attend the regular meetings with the customer Show less

Take incoming customer service calls from AXA Assistance Affiliates (France) and Rogers Affiliates (Mauritius)• Worked with American Express Assistance (France)• Inform cardholders of the advantages of the Amex card.• Help cardholders during incidents (travel insurance)AXA Customer Services - Agent de Reservation 05/2008 – 12/2008• Take French and English calls for car reservations.• Worldwide, but mainly in Europe• Customer service