Hela - Graphiste / Webdesigner BUREAUTIQUE

position Customer Care

Support for Customers by requesting the necessary resources
Phone/emails
Follow customer files from the opening of the incident, to the
resolution and closure
Identify the functional improvements desired by users
Troubleshooting and correct the issues using remote control
Operation System Win 7,8, 10 /Mac Os 10.12, 13, 14 Mojave, 15
Catalina, Big Sur
Install and test our product while respecting the defined norms
and procedures
Carry out evolutions and updates
Track incidents
Write documentations for users
Constituting incident knowledge bases
Centralize, analyze and transmit the needs for improving applications

Review Customer Complaints and Take Appropriate Action
Serve as Liaison between Management and Customer Support
Team
Document all Customer Interactions
Integrate Emails
Testing / routing emails
Personalising emails with HTML code on Dream Weaver
Modifying cell phones image on Photoshop
Follow and monitor the planning of the campaigns
Create and Present Weekly Reports to Management
Using knowledge of email and written communication skills to
provide customer care through email software

Mars 2018 - October 2018: French Contact Center Engineer at HP Inc
Answering all customer inquiries through various channels (telephone, chat, email and any additional channels as developed)
in a courteous and professional manner Logging and keeping records of customer
Analysing call logs so you can spot common trends and underlying problems
Updating self-help documents so customers/employees can try to fix problems themselves
Working with field engineers to visit customers/employees if the problem is more serious
Testing and fixing faulty equipment
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Computing Mobile / Workstation Mobile/Notebooks/ Tablet
Reason for quitting: its temporary contract (odd job)

Asset Management & Procurement

Manage IT hardware asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
Develop and maintain company policies and processes.
Manage a team of IT Asset Analysts.
Plan and implement IT hardware asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for
IT hardware acquisition.
Serve as IT hardware asset management subject matter expert.
Optimize usage and cost of IT hardware deployments.
Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
Tools: SCCM, Easy Vista, Active Directory, SharePoint, Ms Office
Procurement:
Discover profitable suppliers and initiate business and organization partnerships
Negotiate with external vendors to secure advantageous terms
Approve the ordering of necessary goods and services
Finalize purchase details of orders and deliveries
Examine and test existing contracts
Track and report key functional metrics to reduce expenses and improve effectiveness
Collaborate with key persons to ensure clarity of the specifications and expectations of the company
Foresee alterations in the comparative negotiating ability of suppliers and clients
Expect unfavorable events through analysis of data and prepare control strategies
Perform risk management for supply contracts and agreements
Control spend and build a culture of long-term saving on procurement costs

Analyze technical

Renault users, resolve or transfer to high level, according to different procedures
Laptop Desktop, workstations, phones, printers, softphones, Mobile phones.
Creation of IT Incident, team server
Monitoring of open tickets until their resolved
Handhold on remote PC
Phones / Mailing
customers satisfaction (Call Back)
Technical Coach Training
Technical Solution Consultant: Email Management for Renault User’s: Creation, Transfer, Delete, Administration and e-mailing
management

Assistant coordinator & call center