Freelancer profile translated to English.
Back to original languageAbout Warren Tresor
With a strong passion for IT and new technologies, combined with a great capacity for learning and a keen sense of pedagogy, I have over 10 years of experience as a support technician within large groups in the medical, luxury, and banking sectors. This experience allows me to integrate quickly and bring real added value to the teams I support.
French
Native or bilingual
English
Conversational
Can work on-site
Paris (up to 50km)
Experience
- Straumann GroupDigital Support TechnicianMEDICALMarch 2023 - Today (3 years and 3 months)Fontenay-sous-Bois, France🔸Diagnosis and resolution of problems via different remote access and Ticketing tools (ServiceNow / TeamViewer / AnyDesk)🔸Advice and support regarding Digital Solutions (Equipment and Software) marketed by Straumann🔸Contact and Customer Support (Dentists and Dental Prosthetic Laboratories)🔸Technical support for all Straumann Group Sales Representatives (Anthogyr, Neodent, ClearCorrect, Medentika, Dental Wings)🔸Analyze and understand the client's issue🔸Technical support for Straumann Group Digital Solutions Specialists🔸Work in close synergy with the Hotline team, and in line with the company's strategy🔸Interface between the client, 2nd and 3rd level support (oral and written communication in English) and our partners (3shape / Medit)🔸Communication of information concerning Production:o On frameworks (problems, difficulties)o On deliveries (Delay, reception issue)o On billing🔸Communication of new updates with corresponding technical information to clients🔸Interface between the Company and the client, in terms of customer service and technical information dissemination on products🔸Ensure the dissemination of positive customer experiences (network concept)🔸Support for actions carried out by sales and marketing during telephone contact🔸Data entry in SAP and CRM for client information.🔸Ensure after-sales service and support clients requiring special attention🔸Testing, repair, and opening of after-sales service files with manufacturers🔸Follow-up of complaints in case of delayed, damaged, or incorrect deliveries🔸Support for field teams for the installation and networking of equipment and software
- BNP ParibasMobile Management and SupportBANKING AND INSURANCESeptember 2020 - June 2021 (9 months)Paris, France🔸Handling, analysis, and processing of incidents encountered by users (Mobileadmin, Remedy, MiM) until their resolution🔸Escalate complex technical problems to a higher-level specialist🔸Assistance in managing a Mobile Fleet (SIM card orders from operators with number assignment, Mobile orders from suppliers, Mobile assignment to employees)🔸Accompany and guide users by phone to properly configure and enroll their mobiles🔸Implementation of updates and upgrades for digital equipment.🔸Advice and training for users on their new mobile phones and tablets, as well as on various business applications🔸Receipt of equipment, stock tracking and management
- BNP ParibasDigital AssistantBANKING AND INSURANCEMarch 2019 - August 2020 (1 year and 5 months)Paris, France➡️ Within Digital eXperience, supporting customer advisors, contact centers, and customer forms available on the websites, mobile applications, and tablets of BNP Paribas and Hello Bank.➡️ This assistance covers all possible requests a customer may have:Information needs, complaints, anomalies, incident reports...🔸 Analyze and understand the client's issue🔸 Handle and respond to customer requests using the tools used (ITSM, AKIO) and by phone if necessary🔸 Improve customer satisfaction through quick feedback🔸 Participate in optimizing customer journeys and the image of BNP PARIBAS and Hello Bank through feedback.🔸 Process requests from advisors and customers🔸 Process requests from contact centers as well as customer forms available on websites, mobile applications, and tablets.
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Education
- (Bac +2), TECHNICIEN SUPÉRIEUR EN SUPPORT INFORMATIQUE.Nextformation2017(Bac +2), TECHNICIEN SUPÉRIEUR EN SUPPORT INFORMATIQUE.
- Bac Professionnel, Vente de Produits Culturels et LudiquesLycée Pablo Picasso Greta MTE 942004Bac Professionnel, Vente de Produits Culturels et Ludiques