FELIX FIDEL SERRATA DE LA ROSA
Support Professional
Den Haag
Summary
Customer service professional and network administrator with experience in supporting server environments and managing network infrastructure. Proven ability to optimize systems and reduce redundancy, enhancing overall efficiency. Skilled in troubleshooting complex issues and delivering innovative solutions within project scope. Strong communication skills facilitate effective collaboration with teams, vendors, and end-users.
Overview
27
27
years of professional experience
15
15
Certification
Work History
Open Morning at FedEx Schiphol-Rijk
Young Capital
09.2024 - Current
- Process and sort incoming and outgoing packages.
- Check address labels and shipping documents.
- Upheld safety standards by implementing proper handling practices.
Field Support Advisor
Tesla
Amsterdam
01.2024 - 03.2024
- Prepare customer appointments digitally for all Service Centre's and Mobile Service.
- Communicate with customers as a Tesla ambassador through digital channels, to provide scheduling updates, product education.
- Advise and educate your customer on Tesla warranty policies.
- Support Tesla's products and service operations including HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), Firmware, chassis and troubleshooting.
Support Engineer
Swift Financial Services
01.2022 - 07.2023
- Resolve and report on customer/vendor complex and mission critical problems, troubleshoot and quickly diagnose complex problems in accordance with the service level agreement/key performance indicators.
- Continuous Improvement. Responsible to assist manager and other senior level staff in continuously improving the working environment, run problem solving and deep dive sessions independently and propose/implement necessary changes.
- Analyze root causes of problems, generate and/or approve Knowledge Base tips and propose new specifications to increase supportability, usability of products and decrease product complexity.
G-Star Ambassador
Cygnific BV
Amsterdam
09.2021 - 01.2022
- Advising customer on their shopping list.
- After sales and pre-sales support.
- Follow up and organizing shipping and package returns.
Network Administrator
Permanent Mission of Venezuela to the OPCW, ICC
01.2012 - 05.2020
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Use TCP/IP knowledge on Windows platform to configure static and DHCP routing protocols, implementation of domain and active directory services on windows server 2003, 2008, Small business and 2012.
- Managed and maintained stability of all network and wireless services.
- Planned, coordinated and implemented network security measures.
- Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
- Maintained network hardware and software and monitored network to support network availability to end users.
Customer Service Executive
Booking.com
Amsterdam
01.2010 - 01.2011
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Described product and service details to customers to provide information on benefits and advantages.
- Modified and refined offerings and operational practices to meet changing customer requirements.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Customer Support Professional
Stream International
Amsterdam
01.2005 - 01.2009
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Assisted customer with hardware, networking issues and software problems. Translated technical manuals from English to Spanish.
- Deployed software updates and license validation. RMA, after sales support.
- Provided technical assistance to customers via telephone, email or in person.
- Instructed and trained end-users regarding computer literacy.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Sales Representative
Domark
Utrecht
01.2003 - 01.2004
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Performed credit check, collecting overdue debts.
- Brought Customer Satisfaction Index levels from unsatisfactory to acceptable levels.
- Completed customer contracts and warranties as part of administrative aspects of sales.
- Recommended accurate and effective solutions to customers after identifying problems.
Technical Support
5cAlliance
Utrecht
01.2001 - 01.2002
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Configured hardware, devices and software to set up workstations for employees.
- Maintaining database, improving knowledge base for several products: Audio cards, video cards, computer games, game devices from companies like Guillemot/Hercules, Ubisof, and Trustmaster.
Customer Service Specialist
Sybase
Maarseen
01.2000 - 01.2001
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Customer Service Representative
Xtrasource
Enschede
01.1999 - 01.2000
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Sales and after sales support for Phillips, Genrad support, Logitech.
Education
Introduction To Dutch Culture -
01.2011
B.A. - Philosophy
Ministère des Affaires Internationales, de L’Inmigration et des Commnautès Culturelles Gouvernement du Québec
01.1994
Skills
- Hardware and software monitoring
- Network security management
- Technical troubleshooting
- Sales proficiency
- Analytical thinking
- Responsibility
- Flexibility and adaptability
- Presentation skills
- Effective communication
Certification
- Network Administration and Configuration, 01/01/05
- Six Sigma Essentials, 01/01/05
- Quality Management Tools, 01/01/05
- Quality Management Process, 01/01/05
- Administration Microsoft Windows Installation and Configuration, 01/01/05
- Complete Cyber Security Course:
- Anonymous Browsing
- End Point Protection
- Network Security
- Hackers Exposed
- Schiphol E-learning and Security Module Algemeen General
- Schiphol E-learning and Security Module Bagage Baggage
- Schiphol E-learning and Security Module Bedrijventerrein Schiphol-Oost Business park Schiphol East
- Schiphol E-learning and Security Module Platform Apron
- Schiphol E-learning and Security Module Randwegen Perimeter roads
- Schiphol E-learning and Security Module Terminal
Languages
Spanish
First Language
English
Advanced (C1)
C1
Dutch
Elementary (A2)
A2
French
Beginner (A1)
A1
Timeline
Open Morning at FedEx Schiphol-Rijk
Young Capital
09.2024 - Current
Field Support Advisor
Tesla
01.2024 - 03.2024
Support Engineer
Swift Financial Services
01.2022 - 07.2023
G-Star Ambassador
Cygnific BV
09.2021 - 01.2022
Network Administrator
Permanent Mission of Venezuela to the OPCW, ICC
01.2012 - 05.2020
Customer Service Executive
Booking.com
01.2010 - 01.2011
Customer Support Professional
Stream International
01.2005 - 01.2009
Sales Representative
Domark
01.2003 - 01.2004
Technical Support
5cAlliance
01.2001 - 01.2002
Customer Service Specialist
Sybase
01.2000 - 01.2001
Customer Service Representative
Xtrasource
01.1999 - 01.2000
Introduction To Dutch Culture -
B.A. - Philosophy
Ministère des Affaires Internationales, de L’Inmigration et des Commnautès Culturelles Gouvernement du Québec
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