Renaud P.

Experience

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  Apple

  Jun 2015 - Aug 2016

  IOS Advisor (French/Belgium/Swiss/Luxembourg/Monaco Markets)

  - Provided technical and software/hardware-related support, over the phone, in French and English, resolving an average of 60 inquiries per day.- Efficiently generate, oversee, and resolve tickets within the iLog ticketing system, consistently meeting or exceeding established KPIs.- Delivered personalized instruction to users, resulting in a 20% increase in customers satisfaction.- Foster collaborative partnerships with diverse business units to optimize support outcomes and enhance customer satisfaction.- Collaborated with stores to assist customers facing hardware issues and resolving concerns.- Coordinate device shipping to European warehouses via UPS when in-person assistance isn't possible, minimizing disruption to the customer experience. Show less

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  Airbus Helicopters

  Aug 2016 - Apr 2019

  Bilingual HelpDesk Analyst (French/German Markets)

  - Provided technical support, over the phone, emails and tickets, for Airbus Helicopters employees, in French and English, resolving an average of 50 inquiries per day.- Efficiently generate, oversee, and resolve tickets within the internal ticketing system, consistently meeting or exceeding established KPIs.- Delivered personalized instruction to users, resulting in a 10% increase in users satisfaction.- Foster collaborative partnerships with diverse resolver groups to identify and optimize support environments and enhance users satisfaction.- Maintain open communication with management, promptly reporting potential major incidents for timely intervention resulting.- Creation of internal communications to improve operational practices by 15%. Show less

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  PageGroup

  Apr 2019 - Sept 2021

  - Provided technical support, over the phone and tickets, for PageGroup employees, in French and English, resolving an average of 60 inquiries per day.- Efficiently generate, oversee, and resolve tickets within the GSD ticketing system, consistently meeting or exceeding established KPIs.- Delivered personalized instruction to users, resulting in a 15% increase in users satisfaction.- Foster collaborative partnerships with diverse resolver groups to identify and optimize support environments and enhance users satisfaction.- Maintain open communication with management, promptly reporting potential major incidents for timely intervention resulting.- Contribute insights to SDG to enhance a 10% improvement in operational practices. Show less - Managed Windows accounts for new hires and departures while maintaining users data/permissions accurate. Dealing with an average of 80 cases per day. - Managed user’s permission for 15+ applications through Microsoft Admin Portal, Microsoft Azure, Microsoft 365, Active Directory and Google WorkSpace Admin to align with user’s needs and organizational policies.- Foster collaborative partnerships with diverse business units, including developers, to optimize support outcomes and enhance efficiency and data security. Show less

  • Bilingual Service Desk Analyst (European/African/UAE/UK Markets)

    Apr 2019 - Sept 2021

  • IAM Specialist (Global Market)

    Apr 2019 - Sept 2021
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  Astus inc.

  Oct 2021 - Sept 2022

  Bilingual IT Analyst (Canadian/USA/French/Moroccan Markets)

  - Provided technical and software/hardware-related support, over the phone and email, for Astus, in French and English, resolving an average of 20 inquiries per day.- Efficiently generate, oversee, and resolve tickets within the ZenDesk ticketing system, consistently meeting or exceeding established KPIs.- Delivered personalized instruction to customers, resulting in a 10% increase in customer satisfaction.- Foster collaborative partnerships with diverse business units, including accounting, sales representatives and developers, to optimize support outcomes and enhance customer satisfaction.- Contribute insights to knowledge base to enhance a 30% improvement in operational practices. Show less

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  ZimVie

  Oct 2022 - Jul 2023

  - Led a team of 10 sales representatives in the Ile-de-France region, in France, dealing with an average of 50 cases per day.- Managed and enhanced customer accounts, within Oracle, for French market, ensuring seamless transactions and resolving disputes.- Provided service, over the phone and email, in French, to customers and sales representatives, resulting in increased sales performance and the enhancing their experience and satisfaction. - Cultivated strategic relationships with various business units, resulting in 25% improvement in operational outcomes.- Offer expert consultation and effective management of stock inventory to uphold optimal levels and meet operational demands efficiently. Show less

  • Account Manager (French Market)

    Oct 2022 - Jul 2023

  • Bilingual IT Analyst (Spanish Market)

    Oct 2022 - Jul 2023
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  Sage

  Jul 2023 - Sept 2024

  Bilingual IT Analyst (Canadian Market)

  - Provided technical and software-related support, over the phone, for Sage 50 Canada, in French and English, resolving an average of 30 inquiries per day.- Efficiently generate, oversee, and resolve tickets within the Fusion ticketing system, consistently meeting or exceeding established KPIs.- Delivered personalized instruction to customers, resulting in a 20% increase in customer satisfaction.- Foster collaborative partnerships with diverse business units, including accounting and sales representatives, to optimize support outcomes and enhance customer satisfaction.- Contribute insights to knowledge base to enhance a 15% improvement in operational practices. Show less