Technician
Total years of experience :6 years, 8 Months
(1 year 11 months)
•Acting as level 2 support engineer and fixing any software/hardware professional printer related issues (Paper jam, fuser, ITB, Cartridge, Firmware update, Networking, Scan...)
•Assisting the onsite engineers on finding the hardware issues using available knowledge bases and resources.
•Escalation and follow-up with critical/VIP cases in collaboration with SDMS and account managers...
•Enriching the local knowledge base with our team.
•Participating in business tripes and assisting in face-to-face training/refresh.
•Contacting warehouse representatives and finding solutions to any parts issues...
the privileged relay for escalation to level 2 support. Participate in updating resolution procedures with level 2 support.
•participating in the resolution process and the implementation of the internal tools of the service center.
Technician support eChat Orange &
First level technical support for the French ISP Bouygues Telecom (ADSL IPTV VOIP FTTH FTTL Windows Mac Tablets Smartphones...)
•Receiving live chats from the ISP customer to diagnose and resolve all technical requests.
•Diagnosing and resolving network issues
•Step by step connection and configuration of routers.
•Trying to identify the exact location of any wired network issue and acting accordingly.
•Change of routers settings (UDP, Wi-Fi channels, MAC filters, SSID, Password, Firmware updates...)
•Troubleshooting VOIP issues.
•Troubleshooting IP TVs issues.
•Helping with Email setting and troubleshooting.
•Troubleshooting the ISP apps and services on iOS, Android, Windows or Mac devices
Technician support PC30
. Solution30 (Ex PC30) partner of a well-known ISPs in France, Belgium... I provided paid technical support for any device working based on Firmware or an operating system.
support to a "Team" of 8 L1 Technicians.
•Coach and ensure the application of HP procedures.
•Daily analysis of my team's production statistics and implementing action plans accordingly.
•Technical and professional training of new employees.
•Attending technical conferences twice a week with international relays.
•Translation of technical documentation from English to French.
•Testing and researching software upgrades for the operation of printers in the HP test lab.
•Treatment of escalations and critical situations.
•Ensure the achievement of the Targets.
•Attendance check and reporting.
Sales
Wan Way
using the phone and selling goods to small and medium sized companies in France.
Education
Centre Sectoriel de Formation en Télécommunications Brevet de technicien professionnel, Télécommunication
