Open to opportunities

Kunde User

@kundeuser

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Experienced IT support professional with strong project coordination skills.

Portugal

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What I'm looking for

I am looking for a dynamic role that values technical expertise and leadership, with opportunities for growth and collaboration.

With over ten years of experience in IT support and project coordination, I have developed a comprehensive skill set that aligns perfectly with roles such as Service Desk Team Lead, Service Manager, or Project Manager. My career includes significant achievements as a Field Service Representative at JOMATEC AG, where I provided technical support and conducted customer training in multiple languages. At Bechtle Switzerland AG, I led an international service desk team, managing operations across Switzerland and Vietnam, ensuring SLA compliance and effective customer communication.

I possess solid technical skills in tools such as Jira, ServiceNow, Microsoft 365, and PowerBI, complemented by my ITIL v4 certification, which underscores my commitment to best practices in IT service management. My fluency in German, English, French, and Italian, along with intermediate Portuguese, enhances my ability to navigate complex customer situations and foster intercultural competence. I am currently based in Portugal and am available immediately for new opportunities.

Experience

Work history, roles, and key accomplishments

Project Coordinator and Team Leader

Bechtle Switzerland AG

May 2018 - Jan 2025 (6 years 8 months)

Led the service desk team, including supervision of two apprentices, and implemented customer-focused cross-selling measures during and after projects. Coordinated and managed ticket processing in day-to-day operations, ensuring compliance with SLAs and overseeing project coordination from initial request to full completion.

Jira ServiceNow Power BI Project Management Team Leadership SLA Management Customer Service Ticketing

Field Service Representative

JOMATEC AG

Nov 2015 - Apr 2018 (2 years 5 months)

Carried out administrative tasks and provided technical support in German, French, and Italian, while managing existing clients and acquiring new customers. Delivered training and consulting on technical solutions, actively participating in public tender processes and conducting telephone-based sales and support.

Technical Support Customer Management Sales Training Delivery Multilingual Communication

Technical Support

MEDIDATA AG

Aug 2013 - Sep 2015 (2 years 1 month)

Provided telephone and written support for healthcare sector products, managing support cases in a ticketing system. Assisted healthcare providers with electronic billing, onboarded new customers, and performed error analysis and troubleshooting of transmission components.

Technical Support Ticketing Systems Customer Onboarding Troubleshooting Healthcare IT

Education

Degrees, certifications, and relevant coursework

Unknown

Federal Certificate of Competence (EFZ), Retail Sales

Obtained a Federal Certificate of Competence (EFZ) in Retail Sales, specializing in the Multimedia sector. This certification provided a foundational understanding of sales principles and customer interaction within a technical retail environment.

ITIL

Certification, IT Service Management

Activities and societies: Ongoing training in team leadership, SLA management, and ITSM tools

Achieved ITIL v4 Certification in IT Service Management, demonstrating a strong understanding of best practices in IT service delivery and operations. Engaged in ongoing training focused on team leadership, SLA management, and proficiency with various ITSM tools.