Marc Hoffmann
First Line Service Desk L1 / L2
38 years old
Driving License
Moutfort (5330) Luxembourg
Professional Status
Employed
Unavailable
About Me
I am a calm, patient and humorous person, I like the contact with people and I know to work independently as well as in a team.
First Line Servicedesk
Telkea
Since October 2021
Full-time
Hamm
Luxembourg
- Ticket Creation & Calldesk
- First and second line ticket resolution
- Customer On Site intervention
- Management of SSL Certificates
- Management of Domain Registry & Domain Name Services
First Line Customer Support Representative
Computer Task Group
August 2018
to September 2021
Full-time
Bertrange
Luxembourg
- Ticket creation
- Calldesk
- First Line ticket resolution
- Handling of multiple ticketing systems:
- Omnitracker
- Service Now
- Jira
- SAP
- Omnitracker
- Presence on customer site for change preparation
Back Office Dispatching
Eltrona Interdiffusion S.A.
July 2017
to December 2017
- Back Office Dispatching
- Fixing appointments with clients
- Planing of routes for technicians
- Ticketing system
Administrative employee
Garage Auto-Ecole Bertrand
June 2016
to October 2016
- Phone
- Customer reception
Call Center Employee
Bummelbus
February 2014
to January 2016
- Working at a bus operator call center.
- Dispatching bus drivers.
- Receiving and transmitting requests by phone.
- Customer Interaction.
- Planification of routes.
- Service Desk functions.
- Supervising and training of new staff.
- Novus RT software skills.
- Shift Work
Internship
Luther Law Firm
April 2013
to September 2013
- Archiving of files
- Scanning and saving of documents
- Managing the library
- Organisation of conferences and events
- Replacement of receptionist during lunch break and holidays
- Sending of mail (DHL, special services, registered letters)
- Ordering of documentation with the Luxembourg Register of Commerce and companies
- Technical issues (printer maintenance, assisting IT service with cabling on setting-up of new workplace)
- Supporting secretaries (inter alia copies, finalising and binding of documents, etc.)
Employee
Centre Pénitentiaire Luxembourg
June 2012
to March 2013
Schrassig
Luxembourg
- Logistics
- Stocking
- Orders
Administrative employee
Administration de l'Environnement Luxembourg
April 2012
to December 2012
Luxembourg
Luxembourg
- Applications treatment "Prime Car-e"
- Call-Center (Level 2)
Secretary
Notary Office - DOERNER
August 2009
to October 2009
Bettembourg
Luxembourg
- Secretary tasks
- Mailing
- Archive
- Front Office
The Foundation level is the entry level certification which offers you a general awareness of the key elements, concepts and terminology used in the ITIL service lifecycle, including the links between lifecycle stages, the processes used and their contribution to service management practices.
CompTIA A+ 220-901
CompTIA A+ 220-902
CompTIA Network+ N10-006
CompTIA Security+ SY0-401
CompTIA A+ 220-902
CompTIA Network+ N10-006
CompTIA Security+ SY0-401
Training for secretary at a law firm
CESS (Certificat d'Etudes Secondaires Supérieures)
Athenée Royal Bouillon-Paliseul
September 2002
to July 2006
Technicien de bureau
Equivalency "Diplôme de fin d'études secondaires techniques luxembourgeois" delivered by the Ministère de l'Éducation nationale et de la Formation professionnelle
Equivalency "Diplôme de fin d'études secondaires techniques luxembourgeois" delivered by the Ministère de l'Éducation nationale et de la Formation professionnelle
- CompTia A+ ce
- CompTia N
- ITIL Foundation Certificate in IT Service Management
- Customer Service
- Teamwork
- Receptionist Duties
- Microsoft Office
- Windows, Linux, Android
- IT Networking & Security
- IT System Administration
-
Ticketing Tool
Service Now, SAP, Omnitracker, Odoo, Jira
- Python
- Luxembourgish
- German
- French
- English
- Dutch