Alexandre Baizoukou
@alexandrebaizoukou
IT support specialist at Kaseya who cut resolution time by 15% and supported teams adopting AI-assisted ticket search.
IrelandWhat I'm looking for
At Kaseya, I resolved tier-1/2 escalations for MSP and enterprise customers using Kaseya VSA and BMS, reducing resolution time by 15%. I also reproduced and documented critical bugs for engineering and product teams.
I used Ask AI for automated ticket search and took part in the pilot to help the team adopt it. I wrote procedures and knowledge-base articles in IT Glue and managed a high-volume Zendesk queue against SLA targets.
At Salesforce, I guided French-speaking enterprise customers through platform setup, configuration and adoption. I translated business requirements into practical configuration plans and ran one-to-one sessions and workshops.
I'm studying Computer Science & Business at Trinity College Dublin and am available for part-time, contract or remote roles in IT support, service desk, customer success and Salesforce/CRM support. At Gold Finger Ltd, I founded a startup supporting international student and skilled-worker recruitment and currently manage the developer building its platform MVP.
Experience
Work history, roles, and key accomplishments
Founder
Gold Finger Ltd
Jan 2024 - Present (2 years 10 months)
Founded a startup supporting the recruitment of international students and skilled workers. Managing the developer building the platform MVP, currently in active development.
Service Desk – First-Line Support
Manchester Metropolitan University
Jan 2026 - Sep 2026 (8 months)
Provided IT support to staff and students by phone, email and service desk tools, troubleshooting hardware, software, network and access issues. Managed user accounts, password resets, permissions and onboarding, and updated the knowledge base.
Resolved tier-1/2 escalations for MSP and enterprise customers on Kaseya VSA and BMS, reducing resolution time by 15%. Reproduced and escalated critical bugs, used AI-assisted ticket search, and wrote knowledge-base articles.
Guided French-speaking enterprise customers through platform setup, configuration and adoption. Turned business requirements into configuration plans and ran one-to-one sessions and workshops, achieving strong CSAT scores.
Remote Desktop Support Analyst
BBC
Feb 2021 - Apr 2021 (2 months)
Provided first- and second-line IT support to BBC staff worldwide by phone, email and remote access.
Provided bilingual French/English customer support, handling account queries and data verification with high accuracy.
Education
Degrees, certifications, and relevant coursework
Trinity College Dublin
BSc (Joint Honours), Computer Science and Business
2026 -
Currently pursuing a BSc (Joint Honours) in Computer Science and Business, with studies ongoing since September 2026.
Waterford Institute of Technology
BSc, Applied Computing
2015 - 2019
Earned a BSc in Applied Computing from Waterford Institute of Technology from 2015 to 2019.
Waterford Further Education
FETAC Level 5 Certificate, Computer Maintenance and Networking
2014 - 2015
Completed a FETAC Level 5 Certificate in Computer Maintenance and Networking, and was named Student of the Year.
Tech stack
Software and tools used professionally
Availability
Location
IrelandAuthorized to work in
Salary expectations
Job categories
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