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11242 Hemlock

Dr.

Sterling Heights, MI 48312


(586)-741-9659
rafailfloqi@yahoo.com

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

Excel in Costumer and Promoter Support

Team management and training

Expert level on computer proficiency

Wired and wireless networking

Domestic and International Experience

EMPLOYMENT SUMMARY

10 January 2014 31 January 2015


English and French tech support, working for HP, with
contract with Collabera (Contractor project finished)
As Technical Support Representatives handled inbound calls, outbound calls, email,
incidents, and provided hardware and software support to resolve system/application
administration and configuration issues for our client, working with the French calls and
the chat English team simultaneously. Responsible for trouble-shooting system
administration issues such as installation of software, managing operating systems, root
cause analysis, system boot procedures and backup & restore procedures of the P&G
project in English and French.
Strong knowledge possession of enterprise computing, networking, software, operating
systems, hardware configuration, and application trouble- shooting. Long time
Experience on a technical support desk. Excellent written and oral communication skills.
Great attendance, attitude, reliability, ability to multitask, be a team player, call center
experience and an outstanding customer service track record.
Company specific software systems web based helping and supporting customers,
troubleshooting web platform and I-cloud systems efficient technical support in maintain
the webpages and the apps for: Androids, OS, I-Phones, I-pads. Proficient in solving and
troubleshooting issues with the webpages and their integration with the in house database
and merchant system.
Tech supporting Windows; and 7 8, Microsoft Office (Excel, PowerPoint, Outlook) Lotus
Messaging and Mobility (i.e. Communicator, integration with Blackberry and email
client).P&G special company software.
Knowledge and Skills:
Articulate in excellent written and verbal communication skills.
Experience in customer facing role either remote or face to face.
Computer proficiency with applicable software applications (for example Microsoft
Office, Outlook Lync, Excel, Adobe Suite, programming, Networking ,VPN)
Demonstrated problem solving skills. Accuracy in data entry. Experience in a phone
based remote role, e-support, e-chat, or similar. Knowledgeable in call routing and case
management processes as well as case logging systems and obligation systems.

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.

Feb 2011- Nov 2013

Vi-Net Technical Representative in French and Spanish


Visalus, Troy, Michigan

Worked as English, French and Spanish, Vi-net CS and PR representative


helping and supporting customers, troubleshooting Visalus web platform, Vi-net,
used to service promoters and customers. Efficient technical support in maintain
the webpages and the apps for: Androids, OS, I-Phones, I-pads. Proficient in
solving and troubleshooting issues with the webpages and their integration with
the in house database and merchant system Exigo.

Started as Spanish/French customer service and promoter relations. Jumped in


Vi-net because of my previous technical background. IT level support on
resolving technical issues. Resolved the issue of the usage of the UK direct
deposit and referred to programmers in Vi-net, resolved issues on
www.challenge.com webpage on the way how the pictures are loaded right after
the lunch of the project avoiding the delay.

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.

Feb 2009- Feb 2011

French. Spanish and Italian Tech support analyst


Security Inspection, Auburn Hills, MI

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.

Supporting customers in English, French, Italian and Spanish, Installing and


supporting pass-through devices like Starmobile and VCI pod.

Remotely installing wired and wireless systems and networks, installing


firewall, firewalls,

Discovered various strategies in shortening the time of the installations reducing


the cost of the installation by interacting remotely at the locations. Temporary,
under contract with Robert Half Technologies.

Feb 2006-Feb 2009

Project lead at technical Support desk


SPX, Sterling Heights MI

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.

July 2003-June 2006


Project supervisor at GSS Pharma Desk
Techteam Global, Southfield, MI

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.

Working as SPOC (Single-Point-of-Contact) position, also helping with


deployments, delivery, and shipping procedures for certain projects. Supporting
account creation and troubleshooting data captured via Web-based software.
Handling any kind of technical and procedural questions for this data capture
software, giving the right advice and solution.

1990-2003

Resolved the issue of wireless connection and improved the trial data gathering.

Foreign Desk director


Albanian News Agency, Tirana, Albania

1983-1990

High School Teacher


Naim Frasheri High School, Durres, Albania

EDUCATION
2004

Media Community School, Sterling Heights, Michigan

1986-1987

University of Tirana, Tirana, Albania


Post-graduate studies in Media Communications

1979-1983

Shkodra State University, Albania


BS in Albanian & Foreign Languages.

IT CERTIFICATES Comptia A+, Network +, Inet+, CNNW


LANGUAGES
Fluent:

Albanian, English, Spanish French (both Standard and Qubcois dialects), Italian

Conversational: German, etc.


STATUS

US citizen

REFERENCES

Upon request

*****