Fabrice Sery
Mataró,B
Summary
I am a bilingual Technical Support Professional, native in French and English, with over five years of experience in 1st and 2nd Line support, both onsite and remotely, for major clients like Barclays and Bechtel. I am passionate about delivering exceptional support to users from diverse cultures, which fuels my interest in learning languages. Alongside French and English, I have conversational skills in Spanish. My ability to adapt quickly to new IT environments and deliver effective solutions has helped ensure smooth software installations, updates, and overall client satisfaction. My passion for providing IT support drives me to continually push myself and progress towards 3rd Line support roles.
Overview
10
10
years of professional experience
Work History
Customer Experience Specialist EMEA
SHL
08.2024 - Current
- Provided customer support for SHL's IT products, ensuring first-time resolution and adherence to SLAs.
- Managed SME accounts and fulfilled client orders, while supporting sales opportunities through cross-selling and lead qualification.
- Collaborated with internal teams to maintain accurate client information and improve processes.
1st & 2nd Line Support Engineer (contractor)
One Group Avenue | Ashdown Group
04.2024 - 06.2024
- Managed Cisco Meraki Platform - Comms room VLAN, switches and ports network management
- Provided general IT support, including logging and responding to tickets
- Setup and configured Windows desktops and laptops, along with company iPhones
- Created Microsoft 365 email accounts and managed Office 365 applications (SharePoint, Teams, One Drive, Exchange Online)
- Managed Active Directory/Azure AD and utilized Intune/Endpoint Manager for device management
- Built and set up PCs, laptops, printers, WiFi networks, and mobile devices.
IT Support Engineer (temporary Cover)
Bechtel Corporation
11.2023 - 02.2024
- Provided customer service and IT support to Bechtel personnel during the company relocation
- Assisted users in setting up desktop logistics equipment, including laptops, displays, and cabling
- Conducted software installations, updates, and device deployments for laptop users
- Organized and set up devices for asset tagging and managed Comms room logistics
- Resolved technical queries through collaboration with departments, stakeholders, and third parties.
Software Support & Logistics Engineer - RFID Tagging
Barclays
01.2020 - 09.2023
- Installed and updated software on Barclays user laptops
- Built and deployed devices for Barclays users
- Collected and managed essential logistic data via Excel
- Coordinated IT equipment collection and delivery for Barclays users working from home and other branches
- Provided first-class customer service to Barclays users and coordinated the migration, labelling, and tagging of logistics equipment.
Technical Support (temporary cover)
Elanco - Lilly Speke site
11.2019 - 01.2020
- Provided IT support for Windows 10 users and offered 1st and 2nd line remote desktop support to users both on-site and working from home
- Assisted users remotely via the Lilly - Elanco software migration system and liaised with the 3rd Line Support Team to escalate technical issues
- Remotely assisted users in installing and updating their IT equipment.
1st and 2nd Line Support Agent
FileMaker & Sitel - Subsidiary of Apple
01.2018 - 11.2019
- Provided bilingual (French-English) 1st and 2nd Line Support, troubleshooting systems on Windows 7, 8 & 10 and macOS
- Managed customer cases via Salesforce and offered AWS Cloud user set-up support, along with remote desktop troubleshooting via Go to Assist
- Additionally, served as a sales advisor for FileMaker Software products.
Senior Customer Support Agent
Addison Lee Plc
09.2014 - 01.2018
- Managed Salesforce administration and delegated tasks to the team
- Provided multilingual client support in French, Spanish, and English, while coordinating private bookings overseas and delivery services to shareholders and clients.
Education
IT Technician Traineeship | Comptia A+
IT Career Switch
LondonNational Diploma in IT & Software And Development
Lambeth College
LondonHigh School Diploma -
Ermitage International School
Paris, FranceSkills
- Salesforce CRM Management
- 1st & 2nd Line Remote
- Desktop IT Support Microsoft 365
- Administration AWS Virtual Cloud Operations
- Software and Hardware Troubleshooting
- FileMaker Claris
- Software Application
- Cisco Meraki Network Platform Management
- Remote and On-Site Support
- Project Coordination
- Proactive Technical Issue Resolution
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Spanish
Intermediate (B1)
Timeline
Customer Experience Specialist EMEA
SHL
08.2024 - Current
1st & 2nd Line Support Engineer (contractor)
One Group Avenue | Ashdown Group
04.2024 - 06.2024
IT Support Engineer (temporary Cover)
Bechtel Corporation
11.2023 - 02.2024
Software Support & Logistics Engineer - RFID Tagging
Barclays
01.2020 - 09.2023
Technical Support (temporary cover)
Elanco - Lilly Speke site
11.2019 - 01.2020
1st and 2nd Line Support Agent
FileMaker & Sitel - Subsidiary of Apple
01.2018 - 11.2019
Senior Customer Support Agent
Addison Lee Plc
09.2014 - 01.2018
IT Technician Traineeship | Comptia A+
IT Career Switch
National Diploma in IT & Software And Development
Lambeth College
High School Diploma -
Ermitage International School
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