Arnaud's Resume

Arnaud

Technical Support Analyst Tier II

Male

32 y/o

Customer Service Specialist

Live in United Kingdom

Nationality France

Summary

As a dedicated and experienced Second Line Technical Support Analyst, I deliver expert support for Core Wealth Management and Financial Trading platforms and their users. My role demands excellent analytical skills, a meticulous attention to detail, and the ability to multitask efficiently. I maintain composure and professionalism under pressure, ensuring reliable and responsive support. An excellent communicator, I relate well with people at all levels and adapt seamlessly to both team and individual work environments. Highly motivated, I seek challenging positions to further develop my expertise and contribute to organisational success.

Work experience

Technical Support Analyst Tier II
Evelyn Partners
2023.05-Current
(2 years)
Provide Second Line Technical Support for Core Wealth Management and Financial Trading platforms, and the associated users of these: Evelyn Partners’ Client Portal, Bestinvest.co.uk ▪ Investigate application incidents or requests using Azure SQL Database and Event Log ▪ Collaborate closely with business stakeholders, internal development teams, and third-party platform providers ▪ Analyse and report platform malfunctions or enhancements using JIRA ▪ Execute periodic technical processes for the business ▪ Perform routine maintenance and monitoring of applications ▪ Document processes and problem resolutions using Confluence
Technical Support Engineer Tier II
UKG (Ultimate Kronos Group)
2021.04-2023.05
(2 years)
Delivers comprehensive, high-quality support to end users on Workforce Management (WFM) software and Human Capital Management (HCM) software utilising outstanding customer service skills and techniques that promote customer satisfaction. ▪ Assist customers with the use and usability of the application UKG Dimensions and UKG Workforce Central ▪ Troubleshoot and resolve issues while providing exceptional service ▪ Working on various levels of complexity issues from usability to infrastructure and network diagnostics ▪ Experience working in a SaaS and cloud-hosted environment as well as working closely with third-line or engineering support Customer’s case management key strength: ▪ Average Case Resolution Time of 2.1 days for the last fiscal year with team KPI target set for 4 days ▪ Received high Customer Satisfaction scores ▪ Actively contact customers and provide regular case updates to the customer ▪ Detailed troubleshooting notes to facilitate the understanding of customer cases ▪ Regularly collaborate with the Senior Support team and Cloud team to progress on the case ▪ Actively participate in improving the product knowledge base shared with customers ▪ Excellent Backlog management using SalesForce
Northern Europe Technical Support Analyst Tier II
Vivescia Group
2018.08-2021.04
(3 years)
Based in Délifrance UK in Southall covering 13 Délifrance sites including 4 factories across 10 European countries. Manage, maintain and improve IT systems and networks: ▪ Deploy hardware and software while limit the risk of downtime ▪ Manage computers, smartphones, tablets and other hardware equipment assets ▪ Contribute to local infrastructure administration, local specific applications, access control and IT security ▪ Share the specific features of the sites by writing documentation Provide support and assistance to the local users: ▪ Analyse and resolve IT requests and incidents in a timely and accurate manner ▪ Work on Level 2 Support and help improving Level 1 Support ▪ Collaborate with Level 3 Support during the escalation of an incident ▪ Record the tickets solutions in details in the ITSM tool ▪ Analyse tickets backlogs to arrange tasks with team members ▪ Travel to different sites regularly to solve local issues Represent all IT departments on site: ▪ Enforce operating rules and IT strategy dictated by the Group IT board ▪ Listen to different departments’ requests to propose solutions and developments ▪ Plan and budget for the future IT equipment upgrades for the next fiscal year ▪ Liaise with IT equipment suppliers and network providers
System and Network Administrator (Apprenticeship)
Thales Microelectronics
2014.01-2016.01
(2 years)
▪ Managed a project to identify all the company internal network vulnerability ▪ Developed a PowerShell script run by group policy (GPO) to identify all Active Directory users who are local administrators of their workstations and to record them in a SQL database ▪ Maintained network patching, HP networking switches and Cisco IP Phones ▪ Carried out file server backups, data recovery and monitor user quota on shared folders ▪ Created Active Directory user account and Exchange email account. Assigned access rights to the file server ▪ Support to the local users