Charly Bertaut Tchaptchet
IT Specialist
Nuremberg
Overview
10
10
years of professional experience
20
20
years of post-secondary education
Work History
IT Services Support Specialist
PHOENIX International Holdings GmbH
6 2016 - Current
- . Support of ERP applications based on mainframe, UNIX and Windows systems,
- . Ticket tracking and escalation, crisis management by major Incidents
- . Project support
- . Implementation of user requests management
- . Managed approximately 30 incoming calls, emails and faxes per day from customers..
- Enhanced system efficiency by troubleshooting and resolving technical issues for End users.
- Assisted users with password resets, significantly reducing lockout incidents and improving overall user experience.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Established user accounts, granting appropriate permissions based on role requirements within the organization.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Enhanced system efficiency by troubleshooting and resolving technical issues for end users.
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
IT Services Support Specialist
TECOPS - Atos-Origin HealthCare Diagnostics
09.2014 - 05.2016
- Ticket tracking and escalation, crisis management major Incidents, reports and performance reviews
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
IT Services Support Specialist
IPN Brainpower GmbH & Co. KG
09.2014 - 05.2016
- . Analysis and solution for request and issues, technical categorization
- . Classification of incidents and prioritization of request
- . Recording for Issues and requests in ticket system –Remedy
- . Implementation of Remote support
- . User administration
- . Technical Support for MS Office applications (installation, setup, Troubleshooting)
- . Installation and configuration of operational standard and Individual software, . Application support SAP/Siebel
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
Education
Study of economics - Business Studies
University of Paderborn
Paderborn Germany 10.1997 - 04.2006
German language course -
University of Paderborn
Paderborn Germany 01.1997 - 06.1997
Some College (No Degree) - Law (Pre-Law)
University of Yaounde
Yaounde Cameroon 10.1993 - 09.1995
High School Diploma -
High School (Lycée Classique De Bafoussam)
Bafoussam Cameroon 09.1983 - 07.1992
Timeline
IT Services Support Specialist
TECOPS - Atos-Origin HealthCare Diagnostics
09.2014 - 05.2016
IT Services Support Specialist
IPN Brainpower GmbH & Co. KG
09.2014 - 05.2016
Study of economics - Business Studies
University of Paderborn
10.1997 - 04.2006
German language course -
University of Paderborn
01.1997 - 06.1997
Some College (No Degree) - Law (Pre-Law)
University of Yaounde
10.1993 - 09.1995
High School Diploma -
High School (Lycée Classique De Bafoussam)
09.1983 - 07.1992
IT Services Support Specialist
PHOENIX International Holdings GmbH
6 2016 - Current
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Skills
Incident Management
Application support
Ticketing System Experience
Remote Support
Customer Service
Technical issues analysis
Issue Troubleshooting
Microsoft Outlook
Account Management
User Support
Windows 10
Technical documents comprehension
User credential management
Multitasking
Excellent Communication
Friendly and Patient
Firstname
Charly Bertaut
Placeofbirth
Douala, Cameroon
Activities
- 06/2016, today
- 09/2014, 05/2016
- 02/2011, 08/2014
- 07/2010, 01/2011
- 10/2009, 11/2009
Drivinglicenseclass
B
Personal Information
- Date of Birth: 11/18/70
- Nationality: Cameroonian
- Marital Status: Engaged
Custom
- 06/2009, 08/2009, SAPSCM (SAP R/3), Introduction and external procurement basics, sales, Warehouse Management Basics Logistics Execution and warehouse management
- 10/02/2011, 11/02/2011, NetPro and Cat Client, Siemens
Custom
Charly Bertaut
Custom
Douala, Cameroon
Custom
B
Personal Information
- Date of Birth: 11/18/70
- Nationality: Cameroonian
- Marital Status: Engaged