Maria Nathalia Castel
Quatre Bornes
Summary
Qualified Advanced Technical Support Specialist with helpdesk and customer service experience. Provides comprehensive customer support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
3
3
years of professional experience
Work History
Technical Support Specialist
Orange Business
01.2023 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Help customers in using their video rooms (or video device) to connect to meetings, through calls and emails, including live assistance.
- Manage incident tickets and escalate incident to second and third levels of support.
- Work as a Microsoft Administrator also by providing support to customers for technical and configurations issues related to Microsoft 365 applications.
Internship
Orange Business Services
08.2021 - 10.2021
- Assessed intern progress and skills attainment through rigorous testing.
- Create websites to automate tasks.
- work on 2G&3G network, create incident tickets.
Education
Foundation Degree in Science - Telecommunications Engineering with Networking
University of Mauritius
04.2023
Huawei Certification in 5G - Science
Huawei
Ebene01.2021
A-Levels - Science
Rodrigues College
Port Mathurin02.2017
GCSEs - Science
Rodrigues College
Port Mathurin01.2015
Australian Mathematics Competition Certificate -
Rodrigues College
2014
Awarded Universal ICT Education Certificate of IC3 programme -
2013
Skills
- Programming Languages: Strong proficiency in Java, JavaScript, PHP
- Software Used: MATLAB, Android Studio, NI Multisim, NetBeans, Cisco Packet Tracer Technologies
- Skillful in network implementation using CISCO Packet Tracer and also in mobile app development using Android Studio Microsoft Office
- Proficient in Excel, Word and PowerPoint
- Troubleshooting skills on video equipment (Cisco, Poly and Huawei) and on network equipment
- Excellent problem-solving and critical-thinking skills
- ITIL processes
- Remote technical assistance
- Knowledge of Microsoft Security using Active Directory, Azure Administration, and Microsoft 365 online groups
- Customer experience management
Accomplishments
Best employee of the year 2023
Timeline
Technical Support Specialist
Orange Business
01.2023 - Current
Internship
Orange Business Services
08.2021 - 10.2021
Foundation Degree in Science - Telecommunications Engineering with Networking
University of Mauritius
Huawei Certification in 5G - Science
Huawei
A-Levels - Science
Rodrigues College
GCSEs - Science
Rodrigues College
Australian Mathematics Competition Certificate -
Rodrigues College
Awarded Universal ICT Education Certificate of IC3 programme -
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