Professional Documents
Culture Documents
Dr.
RAFAIL FLOQI
EXPERIENCE:
Results-driven Technical Support representative with long experience in technical support, and
previous experience in management, well-qualified with excellent client and project management
skills, desires a challenging role as French Technical Support Representative
Resourceful and action-oriented with strong ability to communicate effectively with technology,
executive, customer and business audiences. Seasoned to customer service in a multilingual
environment.
Multi-task-oriented, dedicated, always working with team spirit. Strong interpersonal skills,
Detail-oriented, analytical in technical issues, able to lead a team or work independently, with
versatile, practical sense and problem-solving.
Customer-service, focused. Deep knowledge on customer service. Multi-task-oriented with full
technical knowledge. Instructor, manager and trainer, tutoring the team and the new hired
personnel. Taken a lead role in large or new build out projects. Handled problem recognition,
research, resolution and follow-up for highly complex user problems,
Experienced to provide on-site support through the installation and configuration of new
equipment, troubleshooting, researching and diagnosing hardware, peripherals, printers, software,
and network connectivity issues.
Committed to the high level of customer service. Logging and tracking service calls and activity
by utilizing online system to ensure records and related problems are accurately documented.
Developed departmental process documentation
Advance Experience in Computing and Networking
Experienced, responsible for the entire computer diagnosis and repair process including PC repair,
networking. Troubleshooting, testing, etc. of Windows-based systems, IOS, networking, wired
and wireless communications etc. Company technological systems, OE diagnostic software for
different OE, Heavy Duty, Cars from Land rover, Jaguar, Hyundai, Honda, Subaru, Harley
Davidson, boats Mercury Chrysler web-based dealership software Dealerconnect, automotive
diagnostic software Techconnect,
CORE QUALIFICATIONS
Results-oriented
Client-focused
EMPLOYMENT SUMMARY
Assisted with the rollout of new product releases through system testing and customer
communication/training Developed more than 40 KB articles of technical knowledge of
how companys products are deployed and configured.
Suggested a platform, how to improve, integrate and made more user friendly
application , created the KB and troubleshooting steps forwarded instructions for
troubleshooting technical issues for all Vi-Net team.
Improved the diagnostic steps relating the integration of Vi-net with social
media and mobile apps with FB, YouTube, Twitter, etc.
Tech support agent and installer of the Witech systems on Chrysler dealerships.
Installing and supporting wired and wireless networks for the witech systems
used for diagnosing of Chrysler vehicles on Chrysler's dealerships. Wireless and
wired networking management, TCP/IP Diagnosing Chrysler vehicles and
flashing various ECU, using Chrysler tools, Witech, Starmobile and DRB III.
Intensive customer service in different language and cultural background.
Hired as an agent and served as project lead of the Technical French team in by
troubleshooting and installing remotely wired and wireless networks systems for
Honda, Subaru and Harley Davidson. Using server based utilities like Device
Management. Working on VM environment in servers and tablets doing
installations for Canadian Honda Dealerships. Troubleshooting remotely
wireless and Bluetooth communications. Troubleshooting over phone Heavy
Duty Diagnostic software for cars like Nissan, Landrover, Jaguar, Hyundai,
Honda, Subaru, Harley Davidson, and Mercury boats. Handling and
documenting more than 40 technical troubleshooting calls per day in English
French and Spanish.
Served as a project lead and manager for various projects as Nissan, Subaru
and Detroit Diesel. Improved Bluetooth application connectivity by increasing
more than 30 % the effectiveness of the systems.
Project supervisor for technical customer support in English and French for
programs for pharmaceutical firms such as AstraZeneca, Centocor, Datalabs,
Serono, CRF and Wyeth working and troubleshooting their database capture
software. Directing the procedures and managing the team work in handling,
troubleshooting, and documenting.
1990-2003
Resolved the issue of wireless connection and improved the trial data gathering.
1983-1990
EDUCATION
2004
1986-1987
1979-1983
Albanian, English, Spanish French (both Standard and Qubcois dialects), Italian
US citizen
REFERENCES
Upon request
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