Damien Michaux

• Excelled in customer-facing roles by maintaining clear communication channels throughout the troubleshooting process.
• Participated in regular workshops and conferences to stay current on advancements within the field of technology repair services.
• Enhanced system performance by troubleshooting and resolving software, and network issues.
• Served as a reliable point of contact for clients, fostering long-term relationships and securing repeat business.
• Led training sessions for junior technicians, fostering a supportive learning environment that encouraged professional growth.

• Reduced downtime by proactively monitoring and maintaining IT systems and equipment.
• Assisted users with software installation, configuration, and troubleshooting tasks to ensure optimal performance.
• Developed comprehensive knowledge base articles, enabling quicker issue resolution for both technicians and endusers.
• Collaborated with cross-functional teams to address complex IT problems, ensuring timely resolutions.
• Served as a trusted advisor to users on best practices for safe computing habits, reducing security risks and data breaches.

• Collaborated with cross-functional teams to ensure seamless integration between applications, improving business processes.
• Established and maintained a strong working knowledge of internal systems to provide comprehensive support for end-users, identifying potential areas for enhancement.
• Provide first level contact and convey resolutions to customer issues
  
  • Properly escalate unresolved queries to the next level of support
  
  • Track, route and redirect problems to correct resources
  
  • Update user data and produce activity reports
  
  • Walk users through problem solving process
  
  • Follow up with users, provide feedback and see problems through to resolution
  
  • Ensure proper recording, documentation and closure

Test Cell for the project VOO Mobile, 2nd line support (network coverage structure) and KPI follow up. Support environment of 10.000 users, with a previous evaluation based on beta testers.

• Strengthened interdepartmental communication by facilitating cross-functional meetings to align objectives and streamline workflows.
• Implemented efficient processes for task delegation and workload management, optimizing resource allocation within the team.
• Evaluated employee performance regularly, identifying areas for improvement and offering constructive feedback for personal growth.
• Encouraged open communication among team members, allowing for constructive feedback and continuous improvement in daily operations.

• Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.