Allainde Franco Miano
Kelowna,BC
Summary
Dedicated customer service professional with a track record of building strong client relationships. Skilled in teamwork and maintaining a positive demeanor, leading to high customer satisfaction rates. Results-driven with a focus on cultivating partnerships and supporting business objectives. Experienced in delivering exceptional service in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
APPLICATION SUPPORT
NVSSOFT SAUDI ARABIA
Riyadh, Saudi Arabia
07.2012 - 08.2021
- Manage services for the Arcmate Enterprise Application Server.
- Provide on-site training and application installation for employees and clients.
- Support document scanning and archiving applications (Arcmate Capture and Arcmate Enterprise).
- Collaborate with key stakeholders to define document management system requirements, goals, and objectives.
- Conducted system testing, identified and resolved issues, and performed user acceptance testing (UAT).
- Monitor system performance, identify bottlenecks, and implement necessary enhancements.
- Collaborate with IT teams to ensure system integration and compatibility with other business applications.
- Performing migration and upgrades of Arcmate Enterprise.
- Plan and implement change requests.
- Install, configure, manage, and monitor Arcmate Enterprise updates and patches.
- Provided application support to customers, troubleshooting and resolving technical issues.
- Coordinated with stakeholders across multiple departments regarding application support activities.
- Resolved escalated tickets related to application support within agreed upon SLAs.
IT Technical Support Freelance
BRIDGELAW CORPORATION
Penticton, BC
02.2022 - Current
- Installing and configuring hardware and software components.
- Troubleshooting hardware and software issues.
- Repairing or replacing damaged hardware.
- Diagnose and resolve technical hardware and software issues.
- Provide advice and training to users in response to identified difficulties.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
CLIENT SERVICE SUPERVISOR
THE CLEANING CO.
Kelowna, BC
04.2022 - Current
- Completing daily, weekly, and monthly project work tasks required by clients, including additional janitorial cleaning, pressure washing, floor scrubbing/refinishing, and regular property maintenance.
- Offer call-out services for site emergencies and last-minute requests.
- Working with the Office Manager to assist with vacation coverage, as needed.
- Delivery of equipment and consumable supplies to clients.
- Inspections of the client base are conducted to ensure quality standards are being met, documenting and passing along any positive or constructive feedback.
- Resolved client issues promptly to maintain high satisfaction levels in services provided.
Car Detailer
HARMONY HONDA
Kelowna, BC
10.2021 - 04.2022
- Cleaning vehicle interiors and exteriors in compliance with all company standards.
- Operating buffers, steamers, hoses, vacuums, and other equipment to meet service expectations.
- Using cleaning, protective, and restorative agents to maintain and enhance the vehicle's appearance.
- Conducted thorough cleaning and detailing of vehicles for customer satisfaction.
- Applied wax and polish to enhance vehicle appearance and protect surfaces.
- Inspected vehicles for damage and reported findings to management team.
- Maintained cleanliness of detailing area to ensure a safe working environment.
- Cleaned cars both externally and internally by hand or with use of automated equipment.
IT Technical Support
INTERNATIONAL TURNKEY SYSTEMS
Riyadh, Saudi Arabia
02.2010 - 06.2012
- Communicate electronically and in person with computer users experiencing difficulties to determine and document the problems experienced.
- Diagnose and resolve technical hardware and software issues.
- Consult user guides, technical manuals, and other documents to research and implement solutions.
- Responsible for IT store management.
- Responsible for vendor maintenance.
- Collect, organize, and maintain a problems and solutions log for use by other technical support analysts.
- Provide business systems, network, and Internet support to users in response to identified difficulties.
- Provide advice and training to users in response to identified difficulties.
- Log Help Desk interactions in the Ticket System, and administer the Help Desk Ticket System.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
IT Technical Support
ARABIC COMPUTER SYSTEMS LTD.
Riyadh, Saudi Arabia
04.2008 - 01.2010
- Diagnose and resolve technical hardware and software issues.
- Communicate electronically and in person with computer users who are experiencing difficulties in determining and documenting problems they encounter.
- Consult user guides, technical manuals, and other documents to research and implement solutions.
- Provide business systems, network, and Internet support to users in response to identified difficulties.
- Provide advice and training to users in response to identified difficulties.
- Log Help Desk interactions in the Ticket System, and administer the Help Desk Ticket System.
LOW CURRENT TECHNICIAN
TECHNO PALACE EST.
Riyadh, Saudi Arabia
09.2007 - 03.2008
- Installation and configuration of CCTV Camera.
- Installation and configuration of Security System (Paradox).
- Installation and configuration of PABX (Nortel, Meridian).
- Installation and configuration of MATV.
- Installation and configuration of Fire Alarm System (Smoke Detector).
- Installation and configuration of Access Control (Everfocus).
Education
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Interface Computer College
Iloilo City, PhilippinesSkills
- Client relationship management
- Technical troubleshooting
- Project coordination
- Application support
- Customer service
- Problem solving
- Attention to detail
Certification
- CompTIA A+
- Microsoft Certified Technology Specialist, Windows 7
- Microsoft Certified Professional, XP
Timeline
CLIENT SERVICE SUPERVISOR
THE CLEANING CO.
04.2022 - Current
IT Technical Support Freelance
BRIDGELAW CORPORATION
02.2022 - Current
Car Detailer
HARMONY HONDA
10.2021 - 04.2022
APPLICATION SUPPORT
NVSSOFT SAUDI ARABIA
07.2012 - 08.2021
IT Technical Support
INTERNATIONAL TURNKEY SYSTEMS
02.2010 - 06.2012
IT Technical Support
ARABIC COMPUTER SYSTEMS LTD.
04.2008 - 01.2010
LOW CURRENT TECHNICIAN
TECHNO PALACE EST.
09.2007 - 03.2008
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY
Interface Computer College