Klaus Sokoll

Usersupport aller Art für Angestellte der KaPo und Justiz des Kantons Zürich. Softwarezuweisung via SCCM. ActiceDirectory. Pikettdienst. Ticket-Triage zu weiterführenden Ateilungen.

• Creation, Takeover, monitoring and transfer of Frontline-Tickets. • Monitoring of Production lines and IT-Infrastructure (also handling of incoming Signals) • Ticketing (Analyzing, Transferring and Documentation) • Creating and providing of Guidelines and Documents • Compliance of Quality Standards and Operating Figures • Supporting Tools and Solutions

MCSA (Windows Server 2008) & ITIL Foundation

Projekt: Grants Distillery in Girvan/Schottland Technical support critical components (Sensor and Monitoring equipment) maintenance of documentations to track customer request and support inquiries and deliver prompt and professional solutions to customer inquiries via phone or email.

For 9 years I worked for Thomson Reuters supporting three of their most popular CRM’s, Eikon, Thomson One and Datastream. The main focus at the centre of providing this support was always the customer. Ensuring that updates were sent regularly to clients if issue could not be resolved in one instance. My role was in second line support so it was frequently a more complicated query that I was dealing with.

Managing, mentoring, and providing technical knowledge to the team members for all main Thomson Reuters flagship Products, contributing to the ongoing development of agents. assisting with escalations, process Improvement, Technical support for Thomson Reuters products,), technical, complaint and service administration queries.

support and training of Monitors, Clinical Research Associates (CRA), Clinical Research Organizations (CRO) and study sites worldwide. Provision of second level support for application and technical product issues on Pcs, laptops, Troubleshooting of external and internal modems for Toshiba and IBM laptops.

Providing 1st line customer support to Microsoft Customers.