TOUSSAINT M. BENKASA
SanPedro Laguna
Summary
Representative adept for resolving complex issues, critical thinker who addresses customer support issues quickly. Calm in stressful situation with well development people skills, can work with other teams.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Technical Support for French and English
TELUS International
01.2020 - Current
- Install and troubleshoot typical window- based desktop application (Anti-Virus, Internet Explorer, Acrobat Reader, and other application - Install and troubleshoot Microsoft windows 365 License - Install, configure and troubleshooting MS office Application operating System for windows and Mac - Troubleshooting pc and network environment - support clients with internet and Fiber Technology by troubleshooting technical issues with home internet set up, Wi-Fi and speed
- Respond quickly to customer asking help via phone, email and remote access - Resolve with other team technical support queries to meet the customer satisfaction - Using customer relationships to manage software and application with SFDC lightning and KANA - Creating, Modifying & Resolving issue using IT Ticketing Tools system LYNKS-VirtIE6 and Zendesk - Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot, and dispatch Technician if necessary
Compensation Analyst
Affinion International
04.2017 - 12.2019
- Perform Assistance support via phone, chat and email both in English and French language
- Prepare compensation communications and collaborate with various levels
- Work with the Compensation Manager to develop and execute a clear and comprehensive communication plan for all compensation activities
- Assist in the analysis, design, development of new features and functionality of the Performance
- Management and Compensation modules in Oracle Fusion - Assists in articulating policy, practices and process for cascading performance goals and measuring employee performance to ensure compensation alignment
- Assists in developing reports for senior management
- Make recommendations to improve compensation processes and workflow to increase dept efficiency and effectiveness
- Leads and manages compensation projects, including documentation and providing updates to upper management.
Service desk Support
Airtel Telecom
06.2010 - 01.2016
- Respond to incident calls and emails from users on desktop related issues - Provide level 1 & 2 remote troubleshooting support on desktop issues - Creating, Modifying & Resolving tickets in CA Ticketing tool & also keeping daily watch on Bounce tickets assigned to Service desk & clearing the same on daily basis to provide customer timely response
- Document all reported incidents – identify trends to assist in future problem resolution - Prepare daily shift reports, - Handle escalation emails & calls
- Prepare activity and management reports - Represent daily service review calls with problem and change management
- Liaise with the Customer as focal point for all high priority & major incidents reported - Represent the team while leading a Sev1 and Major incident
Administrative assistant
DITELKIN SPRL
03.2008 - 05.2010
- Execute, generate, organize, operated, initiated and planned different ProJet
- Perform task in work environment
- Support daily office activities correspondence - support to Operations team to solve complex technical problems
- Ensures that the operation, design, and management of information systems.
Education
Cisco Certified Network Associate (CCNA) United State of America -
Bachelor’s degree - IT Management
01.2003 - 1 2006
Post graduate - IT Management
William Booth
01.2000 - 1 2003
Intermediate - undefined
Certification, Electrical Engineering - undefined
01.1994 - 1 2000
Skills
- Strong verbal and written communication skillsundefined
Timeline
Technical Support for French and English
TELUS International
01.2020 - Current
Compensation Analyst
Affinion International
04.2017 - 12.2019
Service desk Support
Airtel Telecom
06.2010 - 01.2016
Administrative assistant
DITELKIN SPRL
03.2008 - 05.2010
Bachelor’s degree - IT Management
01.2003 - 1 2006
Post graduate - IT Management
William Booth
01.2000 - 1 2003
Certification, Electrical Engineering - undefined
01.1994 - 1 2000
Cisco Certified Network Associate (CCNA) United State of America -
Intermediate - undefined
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Manvitha KManvitha K
TECHNICAL SUPPORT SPECIALIST at Telus InternationalTECHNICAL SUPPORT SPECIALIST at Telus International