Frank Schafers

Experience

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  FIEGE

  Jul 2011 - Jan 2013

  Customer Support Representative

  • Managing inventory of medical equipment & conduct audits of same.• Prepared monthly progress reports for the CEO.• Document and process proper quantities and specifications for shipping and delivery.• Procurement in supply chain and purchase the replacement of medical equipment and parts.

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  Convergys/NetApp

  Jan 2013 - Dec 2013

  Technical Support Engineer

  • Provided support for the EMEA market for NetApp storage products• Supported Linux, VMware, Hyper-V, Exchange Server• Assisted Users with Networking, Directory and Name Services• Monitored Active Directory, NTFS, NIS, DNS, TCP/IP• Managed SQL Server, Backup systems• Utilized WebEx, Citrix• Windows Server Infrastructure• Updated SAP database• Supported Users from Germany, Austria & USA

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  Alphanumeric Systems

  Feb 2014 - Mar 2016

  Helpdesk System Analyst

  • Provided first point of contact triage• Performed incoming help requests from users via both telephone and e-mail• Monitored Help desk for tickets assigned to queue and process based on priority• Installed Anti-Virus software, critical updates via Remote Desktop• Utilized Live Chat for Windows• Provided end user support for Active Directory issues :User rights, group policies• Solved Connectivity issues with VPN, reset Passwords and logon issues• Utilize Citrix, Remedy and Windows Live Messenger 14.0 & Lync• Supported & troubleshot MS Exchange 2010 (setup email accounts, OWA)• Troubleshot MS Outlook 2007/2010 issues• Utilized MS SharePoint Intranet for centralized access on corporate Network• Provided support for Lotus Notes 6.5 database issues (DBMS: SQL, Domino)• Configured Junos Pulse for SSL VPN connectivity, NAC, mobile security• Troubleshot PC issues in Windows 7 and 8 environment• Troubleshot iPad & iPhone 4/5 with iOS 7• Maintained favorable customer relations by handling requests in a tactful and professional manner• Supported customers from Germany, Switzerland and UK عرض أقل

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  Colt Technology Services

  Sept 2016 - Mar 2019

  Technical Analyst/Service Delivery Service

  • Handled inbound/outbound communications to the customer in EMEA/DACH.• Ensured documentation for KPIs and NPS are updated daily, measured customer experience, predicted business growth and presented KPI strategies and solutions to management.• Designed and implemented training materials and user manuals. • Performed research activities and quality assurance and analysis of KPI data.• Configured Cisco switches, routers and wireless access points. • Performed fault isolation and resolution for customer reported incidents • Configured static routers;BGP, Citrix networking layer 1 & 2, MSP network• Demonstrated experience with trouble-shooting, verification, resolution and/or timely notification of system-generated alerts• Working knowledge of DNS and DCHP, networking environment, • Familiarity with Network Management applications عرض أقل

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  Freelance, self-employed

  Mar 2019 - Jun 2020

  Technical Customer Support/Virtual Assistant

  • Diagnosed, troubleshooting Windows Applications issues as first point of contact • Performed a mix of customer service and data entry duties. • Supported business owners by diary, task and email account management, and data entry• SaaS Cloud computing and Infrastructure support• Support US, UK, EMEA and DACH Regions in English and German• Kept records of customer/employee queries via Remedy ticket system• Supported online business owner.• Performed a mix of customer service and data entry duties. • Supported business owners by diary, task and email account management, and data entry عرض أقل

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  CPM International

  Jun 2020 - Jul 2021

  Customer Support Specialist

  Front/backend support of SAP structure (relational data based)Cloud customer support (HR portal, applications)Good understanding of Office 365, MS Suite including Excel, PowerPoint, MS Project. Create and manage tickets via IT4YOU.Solve technical and customer issues on both Android & iOS 14

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  Teleperformance

  Aug 2021 - Jan 2023

  Quality Analyst

  Prepare quality reports/performance trends on a daily basisProvide feedback/deliver coaching following internal standards and processesWrite DSAT and UIQ reports for agents (EMEA & DACH market)Reviews for compliance with policies and proceduresConducting monitoring/feedback per agent as per client’s requirements Perform daily DSATs and UIQs Analysis (for Stripe payment platform) Attend internal and external calibration sessionsCollects and analyze Top Call Drivers data/KPIsProvide agent coaching and feedbackWork closely with Ops management to develop/implement action plans for quality improvement عرض أقل

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  Elekta

  Feb 2023 - now

  Software Support Specialist

  Experience with troubleshooting Windows client and server operating systems SQL Server Management StudioSupport of SQL, Citrix, Networking and Sever Operating Systems Troubleshooting and Microsoft SQL installation/configuration Answering technical/application queriesTroubleshooting complex networked environments, and resolving technical incidents Support US, UK, EMEA and DACH Regions in English and GermanSQL Server Management StudioProvide outstanding customer care in a support environment عرض أقل

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  Xelion

  Feb 2024 - now

  Technical Engineer, Cloud PBX /VoIP

  Providing customer orientation and a solution-oriented approachTechnical support for Cloud PBX/VoIPNetwork configuration supportWebRTC, AsteriskTroubleshoot latencies, connections, and network issuesExperience with Asterisk, WebRTC Experience in working with VoIP PBX systems Knowledge of virtualization technologies (HyperV, VMware)Experience with Microsoft Windows Server and Microsoft 365Knowledge of the telecommunications standards DECT / SIP / ISDN