• Krakow PL

Mathias Etzold

Customer Care (IT)

Work History

Work History

HCL Technologies

May 2015 - Present

IT Analyst

- Field incoming help requests from end users in a courteous manner.
- Assist other Levels when needed.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to Level 2 Technicians.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions  resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform remote fixes at the desktop level, including installing and upgrading software, installing  hardware, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problem.


Brunel / Xerox

Jan 2015 - May 2015

Hypercare Technician (Temporary Project)

Hypercare Technician during a Windows 7 migration for DePuy Synthes (Johnson&Johnson)

- Hypercare Technicians are the first point of contact for inbound calls.
- Field incoming help requests from end users in a courteous manner.
- Assist other Level I Service Desk employees when needed.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to Level 2 Technicians.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions  resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform remote fixes at the desktop level, including installing and upgrading software, installing  hardware, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problem.

Brunel

Nov 2014 - Dec 2014

Migration Engineer (Temporary Project)

Migration Engineer during an iPhone 6 rollout for Deloitte

- Intake old hardware
- Configuring new devices
- Presenting new devices to future (first time) users
- First line support during and after rollout

De Beers Group

Apr 2014 - Aug 2014

Quality Controller

Diamond Quality Controll

Education

Education

Francesco Paviljoen

2009 - 2013

Advertising and illustration

Specialist degree in advertising and illustration

Languages

Skills
Dutch

Native

English

Fluent

German

Intermediate

French