Curriculum Vitae

Independent IT Support Specialist

July 2007 - Today

Contracted by a diverse range of clients to support and maintain network computer systems and wireless resources, while administering all Help Desk operations. Monitor network equipment functions and evaluate end-user issues and devise appropriate solutions to maintain system operations. Serve as point of contact in addressing client’s incoming phone calls, evaluating and troubleshooting software and hardware connectivity issues. Assist technicians in providing tier-1 and -2 level root cause analysis and security audits. Interface with end users to update/configure equipment. Train staff to use new IT tools. Track/monitor trouble tickets.

Key Clients:
° Intesa Sanpaolo Servitia SA: Installed and configured client’s new computer system, equipment and mobile devices. Completed all account management functions across four different domains. First line support for Bloomberg and Thomson Reuters trading-room end-users.

° European Commission: Provided onsite VIP support during migration of iOS/Android/WindowsPhone devices from ActiveSync to Mobile Device Management platform. Worked with Internal/external clients to maintain hardware/software operations.

° International Private Banking Firm: Played key role in implementing/maintaining IT operational procedures, supporting user accounts and authoring/documenting strategies to resolve IT issues.

° Ergo Insurance: Instrumental in setting up call center / service desk operations; analyzed and evaluated caller trends to minimize call counts and increase resolution rates. Drove process to create and author procedural manuals and FAQ documents.

° Cofely Services Axima: Supported and maintained IT systems, computers, and network equipment. Updated / upgraded all software resources. Troubleshot and resolved user issues.

   

Account Executive / Junior Sales Trainer / Data Support Assistant

January 1999 - May 2007

Promoted to manage portfolio of +1500 SME customers, promoting and selling B2B mobile solutions. Prospected clients and proposed data/voice service solitons that met client needs. Coached sales team and trained new hires. Served as technical resource in maintaining/configuring notebooks, smartphones and handhelds. Provided 1st / 2nd line support for corporate and SME clients.

Key Achievements:
° Credited for leading team to achieve sales goals, worked with staff to build strong loyal client base.
° Presented and conducted sales presentations, educated clients to understand product needs and translate complex technical specifications into viable solutions.

Data Support Assistant / Customer Service Assistant, 1999 to 2005
Assisted in creation and development of Data/Technical Support staff. Developed and authored support procedures, authoring protocol and training staff to operate in and adhere to all customer support policies. Coordinated various development projects, assigned work schedules, monitored benchmarks, and reported weekly customer stats directly to management.

Key Achievements:
° Instrumental in design and creation of user manuals for multiple handsets and PDA’s.
° Trained staff on product billing, pricing plans, sales campaigns and product inventory.
° Wrote, designed and published a monthly Infonet Newsletter used to keep all staff members up-to-date on new product releases and upcoming changes.

   

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Alixii LimitedCe site a été mis en ligne par Alixii Ltd, spécialisée dans le développement de solutions créatives dans le domaine IT,
des télécom et des médias sur internet.
Contact +32 (0) 2 335 12 35
+32 (0) 477 80 50 10
www.alixii.com
Adresse Avenue Louise 475
1050 Bruxelles
Belgique
DirectionMatthieu Pesesse


Né à Uccle, le 19 août 1976
Belgique