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Work experience

HCL Technologies

May 2015Present

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 2015May 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 2014Dec 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 2014Aug 2014

Quality Controller

Diamond Quality Controll

Education

Francesco Paviljoen

20092013

Advertising and illustration

Specialist degree in advertising and illustration

Languages

Dutch

Native

English

Fluent

German

Intermediate

French