Open to opportunities

Alexander Eloi

@alexandereloi

Customer Success-focused IT support and security operations specialist turning user relationships into measurable outcomes in Japan.

Japan

Message

What I'm looking for

I’m looking to move fully into Customer Success Management, owning onboarding, adoption, and escalations with bilingual stakeholder communication—leveraging my IT/security support experience to drive retention and measurable client outcomes.

I’m a customer-focused professional with 10+ years of experience living and working in Japan, building and sustaining relationships across education, HR, and technical environments. After training- and people-focused roles—including HR management and language education—I transitioned into IT support and security operations to solve problems more directly for organisations and end-users. I’m now aiming to move fully into Customer Success Management, combining stakeholder communication with growing technical expertise.

In my current role as a Customer-Facing IT Support & Security Operations Specialist at HCL Technologies, I serve as a primary point of contact for 150+ end-users, onboarding users through system and security changes while communicating clearly in English and Japanese. I manage 20–30 open cases, reduce repeat incidents by an estimated 20% through proactive user education, and deliver monthly security awareness sessions reaching 200+ end-users—while maintaining rigorous documentation to support SLA compliance and continuous service improvement.

Experience

Work history, roles, and key accomplishments

Current

IT Support & Security Ops Specialist

Current

Hcl Technologies

May 2024 - Present (2 years 2 months)

Serves as primary point of contact for 150+ end-users, managing IT support requests end-to-end while communicating in English and Japanese. Onboards users for system and security changes, triages incidents by severity/business impact, and delivers monthly security awareness sessions to reduce repeat incidents.

IT Support Security Operations User Onboarding Triage Escalation Management Security Awareness Training Bilingual Customer Support (EN JP)Case Documentation

Client Ops & Secure Comms Specialist

Re-Noie

Jun 2021 - May 2024 (2 years 11 months)

Managed end-to-end delivery of AV and conferencing services for client sessions, serving as the operational contact from setup to close. Implemented access control and secure communication protocols for sensitive meetings and supported uptime through server administration and vulnerability documentation.

AV Conferencing Operations Security Communications Access Control Client Operations Server Administration

HR Manager — International Workforce Ops

Rcs Corporation

Jan 2017 - Jan 2021 (4 years)

Managed full-cycle recruitment, onboarding, and retention for 30–50 foreign teachers placed at Japanese schools annually. Built and delivered onboarding and training programs, coordinated across teachers/school administrators/company leadership, and resolved employee concerns and workplace conflicts.

Recruitment Onboarding Retention Stakeholder Management Conflict Resolution Employee Advocacy Cross Cultural Coordination (Bilingual JP EN)Expectation Management

Assistant Language Teacher

Rcs Corporation

Jan 2016 - Jan 2017 (1 year)

Delivered English instruction across a high school and an elementary school, collaborating with Japanese teachers, administrators, and students. Developed lesson plans and educational materials adapted to different proficiency levels and facilitated group learning sessions.

English Instruction Lesson planning Facilitation Student Engagement

Assistant Language Teacher

Interac

Jan 2014 - Jan 2016 (2 years)

Taught English at Japanese junior high and high schools, building working relationships with educators, school leadership, and students. Delivered structured classroom instruction and presentations, supporting public speaking and cross-cultural communication.

English Teaching Classroom Instruction Presentation Cross Cultural Communication