Henri Hoac
Namur
Summary
I'm an experienced IT professional specializing in helpdesk support since 2018. I manage ticketing systems end-to-end, resolve hardware and software issues, prepare devices for onboarding/offboarding, and work directly with users to confirm fixes. I escalate to Level 2 when needed and have a strong track record in internal employee support. My career began in IT sales, where I learned to communicate tech solutions clearly—building the foundation for my customer-focused support approach.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
IT SUPPORT IN B2B (FR/NL)
LCM - CHRISTELIJKE MUTUALITEIT (VIA ONE SOURCE)
Brussels
09.2023 - 03.2025
- Supporting VIP technical issues with their access, tools, or pc/phone
- End user resolution of all hardware and software issues, in Dutch, French and English, for all sites in Belgium (10regions/sites)
- Front-line responsibility for handling incidents and service requests
- Summarizing ticket issues in English for follow-ups and escalations to L2
- Proactively identifying and resolving recurring incidents, and formulating proposals to document them in theknowledge base.
- Responsible for workstation/meeting-room customization on Brussel site
- Ensuring the necessary communication with users in the event of minor or major incidents
- Technical environment: Webassist (for ticket handling), Microsoft Office, Active directory, Jira, Adobe, Jira, RD Web access Virtual Machine, citrix VPN, COSMOS, Azure, SSCM, Aruba.
HELPDESK IN B2B (SUPPORT FOR INTERNAL EMPLOYEES)
ABBVIE (PHARMACEUTICAL COMPANY) VIA HCL
Sofia
03.2022 - 08.2023
- Technical support for French sales-agent worldwide (with night-shift for Canada and DOM)
- Resolving issues and queries via remote access (Bomgar), phone (Avaya), chat and e-mail (Servicenow).
- Supporting hardware issues, with the help of local ITs on sites
- Supporting software issues such as SAP SRM, CRM for salesagent and local manufacturers of the pharmaceuticalsites
- Resetting tools access with AD and Oracle
- Installing and resolving printer issues remotely
- Technical environment: ServiceNow (for ticket handling), Windows10, Microsoft Office, SAP CRM/SRM/Hana, Bomgar for remote assistance, AD, Oracle, compliancewire, iTimes
MCAFEE TECHNICAL SUPPORT
MCAFEE (VIA WORLDWIDE)
Sofia
01.2020 - 03.2022
- Assisting all French speaking customers (and small companies) worldwide (with night-shift for Canada and DOM)
- Ticket handling (with Salesforce)
- Telephone assistance (Avaya), chat and customer mailings
- Remote assistance for error and installation issue (Logmein)
- Refund and sales of antivirus with the internal Mcafee website (by describing the dozens of McAfee functionalities)
- Escalation of complex problems to the level, with all the past troubleshooting done
- Virus removal with our internal tools
- Technical environment: Windows 10, Logmein Remote connection, Microsoft 365, Avaya, Salesforce, assistance on Windows, Apple, and Android OS
SEAGATE TECHNICAL SUPPORT
SEAGATE HARD-DRIVES (VIA WORLDWIDE)
Athens
05.2018 - 12.2019
- Assisting all French speaking customers (and small companies) worldwide (with night-shift for Canada and DOM)
- Handling consumer inquiries by phone, chat, and mails with Salesforce
- Sales of hard drives and network drivers with discounts, by understanding every customer's needs
- Remote assistance with logmein for errors, installation or reformatting issues, for customers and small companieswith sensible data
- Refund and replacement with the internal websites, when still in-warranty
- Sales of data recovery service within the Seagate lab, when corrupted hard-drives
- Technical environment: Windows 10, Assistance on Windows and apple OS
LOGISTIC EMPLOYEE
TNT, BPOST, FARNELL
Liege
01.2015 - 01.2017
- Truck documents registration in CMR
- Process management of international packages with internal website
- Sorting local and international packages within the warehouse
- Technical environment: Windows 10, CMR, TMS
Education
Diploma of Achievement B2 - Nederland
Eurospeak
Gent, Belgium 06.2025 - 07.2025
Diploma of Achievement B2 - English
Bournemouth School of English
Bournemouth, UK 03.2018 - 04.2018
Bachelor - Human Resources Management
Haute Ecole De La Province De Liège
Belgium 09.2010 - 06.2014
Skills
- Technical support
- Customer service
- Problem resolution
- Incident management
- Team collaboration
- Software installation
- Computer hardware troubleshooting
- Component replacement
- Multilingual communication
- Remote troubleshooting
Languages
French
First Language
English
Advanced (C1)
C1
Dutch
Upper Intermediate (B2)
B2
Chinese (Mandarin)
Elementary (A2)
A2
Timeline
Diploma of Achievement B2 - Nederland
Eurospeak
06.2025 - 07.2025
IT SUPPORT IN B2B (FR/NL)
LCM - CHRISTELIJKE MUTUALITEIT (VIA ONE SOURCE)
09.2023 - 03.2025
HELPDESK IN B2B (SUPPORT FOR INTERNAL EMPLOYEES)
ABBVIE (PHARMACEUTICAL COMPANY) VIA HCL
03.2022 - 08.2023
MCAFEE TECHNICAL SUPPORT
MCAFEE (VIA WORLDWIDE)
01.2020 - 03.2022
SEAGATE TECHNICAL SUPPORT
SEAGATE HARD-DRIVES (VIA WORLDWIDE)
05.2018 - 12.2019
Diploma of Achievement B2 - English
Bournemouth School of English
03.2018 - 04.2018
LOGISTIC EMPLOYEE
TNT, BPOST, FARNELL
01.2015 - 01.2017
Bachelor - Human Resources Management
Haute Ecole De La Province De Liège
09.2010 - 06.2014
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