Available to hire
I am a highly experienced Help Desk and Service Desk professional with over 15 years of expertise in technical support, user assistance, and IT service management. I am empathetic and team-oriented, committed to delivering reliable and thorough support solutions in multiple languages including German, French, Italian, and English. I take pride in being a dedicated and loyal team member who values collaboration and aims to continuously improve the service environment.
Drawing on my extensive background in the insurance sector, particularly within the Swiss Mobiliar Versicherungs gesellschaft AG, I excel in managing service desk operations, troubleshooting, and maintaining knowledge databases. I am also experienced in staff training, escalation management, and corporate mobile fleet management, always striving to foster positive relationships with colleagues and customers alike.
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Language
German
Advanced
German
Advanced
French
Advanced
Italian
Fluent
English
Fluent
Work Experience
Service Desk Mitarbeiterin at Schweizerische Mobiliar Versicherungsgesellschaft AG
January 1, 2025 - PresentResponsible for receipt, recording, classification, and preliminary analysis of incident reports, remote analysis, answering user queries, and initiating all necessary workaround solutions according to ITIL standards. I handle these tasks in German, French, Italian, and English. Also responsible for updating, maintaining, and managing the Service Desk knowledge database, conducting supervision days, creating trouble tickets for partner firms, and performing monitoring of productive infrastructure and applications. I coordinate major incidents and internal information management, conduct induction courses and training for new employees, manage the Corporate Mobile Contract fleet, and provide on-call duty services.
Service Desk Mitarbeiterin at Schweizerische Mobiliar Versicherungsgesellschaft AG
January 1, 2025 - PresentHandling acceptance, capturing, classification, and preliminary analysis of incident reports. Responding to user inquiries and initiating appropriate workaround solutions according to ITIL principles in German, French, Italian, and English. Updating, maintaining, and managing Service Desk knowledge database. Conducting supervisor days and creating Trouble Tickets for partner companies. Also involved in internal information management, escalation coordination of infrastructure events, monitoring productive infrastructure and applications, fleet management of Corporate Mobile Contracts, training new employees, and providing on-call service.
Service Desk Mitarbeiterin und OCC at Schweizerische Mobiliar Versicherungsgesellschaft AG
December 31, 2024 - August 5, 2025Handled incident intake, recording, classification, and analysis, remote analysis, and user query responses with workaround solutions in German, French, Italian, and English. Maintained and updated the Service Desk knowledge database. Monitored infrastructure and applications, escalated infrastructure events, coordinated major incidents and managed internal information. Conducted induction training for new employees. Managed Corporate Mobile Contract fleet and provided on-call service.
Service Desk Mitarbeiterin und OCC at Schweizerische Mobiliar Versicherungsgesellschaft AG
December 31, 2024 - August 5, 2025Responsibilities included incident handling, user support in multiple languages, managing and updating knowledge base, monitoring infrastructure and applications, coordinating major disruptions, conducting induction courses for new employees, managing mobile fleet contracts, training staff, and providing on-call duty.
Help Desk Mitarbeiterin at Schweizerische Mobiliar Versicherungsgesellschaft AG
December 31, 2009 - August 5, 2025Handled incident intake, recording, classification, and preliminary analysis, remote troubleshooting, and user query responses with necessary workaround solutions following ITIL. Tasks performed in German, French, Italian, and English. Forwarded incident reports and user queries using ITSM BMC ticketing system to appropriate departments and created trouble tickets for partner firms.
Help Desk Mitarbeiterin at Schweizerische Mobiliar Versicherungsgesellschaft AG
December 31, 2009 - August 5, 2025Performed incident logging, classification, preliminary analysis and remote analysis; answered user inquiries and ordered workaround solutions following ITIL guidelines in multiple languages. Managed escalation of incident reports and user requests via ITSM BMC-Ticketing system to responsible units. Created Trouble Tickets for partner firms.
Customer Care Technical Support at Sunrise AG
February 5, 2009 - August 5, 2025Handled customer calls related to technical issues in mobile, fixed-line, and internet products in German, French, Italian, and English. Supported various operating systems and installations of modems and ADSL routers. Created trouble tickets submitted to partner firms.
Customer Care Technical Support at Sunrise AG
February 5, 2009 - August 5, 2025Handled customer calls regarding technical problems in mobile, fixed network, and internet products in German, French, Italian, and English. Supported various operating systems, installations of modems and ADSL routers. Created Trouble Tickets for partner companies.
Customer Care Advisor at Sunrise AG
February 5, 2007 - August 5, 2025Handled incoming customer calls, provided product and service information, managed complaints, and maintained customer database. Responsible for onboarding new employees.
Customer Care Advisor at Sunrise AG
February 5, 2007 - August 5, 2025Managed incoming customer calls and product/service inquiries. Handled complaints and managed customer database. Conducted introductions for new employees.
Sachbearbeiter Call Center at iba AG
February 6, 2003 - August 5, 2025Handled written and telephone customer inquiries in German, French, and Italian. Provided customer consultation.
Sachbearbeiter Call Center at iba AG
February 6, 2003 - August 5, 2025Handled written and telephone customer inquiries in German, French, and Italian. Provided customer consulting services.
Service Angestellte at Restaurant Quelle
June 1, 1999 - August 5, 2025Provided service in restaurant, banquet, terrace, and self-service areas.
Service Angestellte at Restaurant Quelle
June 1, 1999 - August 5, 2025Provided restaurant, banquet, terrace, and self-service support.
Mitarbeiterin in der Produktion at Deltron AG
March 1, 1999 - August 5, 2025Performed packaging work and shipping of products.
Mitarbeiterin in der Produktion at Deltron AG
March 1, 1999 - August 5, 2025Packing and shipping of products.
Service Fachangestellte at Restaurant Sonne
July 1, 1998 - August 5, 2025Provided service in guest rooms, terrace, dining room, and buffet areas.
Service Fachangestellte at Restaurant Sonne
July 1, 1998 - August 5, 2025Provided service in guest rooms, terrace, dining room and buffet.
Service Fachangestellte at Restaurant Hardschlössli
April 1, 1998 - August 5, 2025Provided service in guest rooms and terrace. Improved Swiss German language skills and daily used French and Italian language knowledge.
Service Fachangestellte at Restaurant Hardschlössli
April 1, 1998 - August 5, 2025Served guests in dining room and terrace, improved Swiss German language skills and daily usage of French and Italian languages.
Wirtin at Restaurant Locanda Locarnese
September 30, 1996 - August 5, 2025Responsible for coordination of various service areas.
Wirtin at Restaurant Locanda Locarnese
September 30, 1996 - August 5, 2025Responsible for coordination of various service areas.
Friseurin at Hans Richmann, Köln, Deutschland
January 1, 1991 - August 5, 2025Gained German language skills.
Friseurin at Hans Richmann, Köln, Deutschland
January 1, 1991 - August 5, 2025Gained German language skills.
Coiffeuse at Coiffeure Rosa Maeder
July 1, 1990 - August 5, 2025Improved French language skills.
Coiffeuse at Coiffeure Rosa Maeder, Morgen
July 1, 1990 - August 5, 2025Improved French skills.
Education
Wirtepatent at Kanton Tessin, Lugano
January 1, 1997 - January 1, 1997Berufslehre als Coiffeur at Locarno
January 1, 1986 - January 1, 1989Sekundarschule at Locarno
January 1, 1982 - January 1, 1986Primarschule at Locarno
January 1, 1977 - January 1, 1982Wirtepatent at Kanton Tessin, Lugano
January 1, 1997 - August 5, 2025Berufslehre als Coiffeur at Locarno
January 1, 1986 - December 31, 1989Sekundarschule at Locarno
January 1, 1982 - December 31, 1986Primarschule at Locarno
January 1, 1977 - December 31, 1982Qualifications
Diplom als PC-Technikerin SIZ
January 1, 2007 - August 5, 2025Diplom als Web Assistant SIZ
January 1, 2005 - August 5, 2025Zertifikat als Excel und Winword
January 1, 1998 - August 5, 2025Diploma as PC-Technikerin SIZ
January 1, 2007 - August 5, 2025Diploma as Web Assistant SIZ
January 1, 2005 - August 5, 2025Certificate in Excel and WinWord
January 1, 1998 - August 5, 2025Industry Experience
Financial Services, Telecommunications, Professional Services, Consumer Goods, Education, Retail
Skills
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
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