Isabelle - Formateur LOTUS NOTES

1) IT 2nd level Desktop Support - eBay International AG, Bern
Since December 2005

Key Purpose: Provide sole on-site IT-support services in German, French and English for the International Management team. Maintain the IT infrastructure of the site. Procure hardware and network equipment. Install, configure, and maintain software. Solve and manage demanding problems and on-site requirements.
Tasks:
● Analyze and solve assigned problems or user service requests.
● Install and configure workstation, laptop, blackberry and telephony hardware and applications.
● Install and configure local/LAN/WAN printers and drives.
● Provide local server support and ensure hardware SLA agreements.
● Provide off-site multi-lingual conference support.
● Assist in and ensure regional coordination for hardware and software deployment projects.
● Deal with difficult user situations and complaints. Act as primary VIP contact.
● Document regional policies and procedures.
● Participate in internal projects, including development and content of company Intranet.
● Liaise with remote IT support teams to ensure adherence to corporate policy and procedure.
● Maintain and secure a service pool of “loan” equipment for international and regional staff.


2) First level support (helpdesk) – DFAE, Bern (Temporary assignment)
August 2005 – April 2006

Key Purpose: Provide remote IT-support services on site in German, French and English. Solve and manage first level user problems.
Tasks:
● Analyze and solve assigned problems or user service requests.
● Participate in the provision of international Helpdesk Service Level Agreements.


3) IT Senior Field Support Technician - PricewaterhouseCoopers AG, Bern & Lausanne
August 2004 – April 2005

Key Purpose: Provide and organize IT-support and consulting services in German, French and English. Train and instruct users in use of technology. Hardware and Software installations. Solve and manage demanding problems and on-site requirements.
Tasks:
● Analyze and solve assigned problems or user service requests.
● Analyze user requirements and propose solutions.
● Install and configure workstation hardware and applications.
● Install and configure local/LAN/WAN printers and drives.
● Provide user training for hardware and software.
● Assist in and ensure regional coordination for hardware and software deployment projects.
● Deal with difficult user situations and complaints. Act as primary VIP contact.
● Document local solutions, working and training procedures.
● Assist in Lotus Notes 6.5 upgrade


4) From November 2002 to July 2004
● Developing English skills, living in New Zealand for a year.
● Temporary jobs in New Zealand
● Temporary IT jobs in Switzerland (IT training assistant, translation of Microsoft XP documentation,...)
● Studying Microsoft courses preparing for MCSA Certification in Server 2003

5) International Software Trainer & Documentation specialist - Beckman Coulter S.A., Nyon
August 2000 - October 2002

Key Purpose: Development of training material and support of Oracle Applications 11i: General Ledger, Accounts Payable and Accounts Receivable modules.
Teaching Oracle Applications in South Africa, Hong-Kong, Australia and throughout Europe in English, French, German and Italian.
Tasks:
● Deliver end-user and super-user training in multiple languages in Europe and internationally
● Act as a key player in deployment project of Oracle Financial Systems in Europe and internationally
● Work with core team members in implementing financial applications on Oracle for : Accounts Receivable, Accounts Payable and General Ledger
● Develop training materials in English for the aforementioned modules
● Be involved in the configuration and process revisions of financial applications
● Identify super-user competencies and provide end-user support
● Assist the international subsidiaries in migration from in-house legacy systems to Oracle Applications
● Configure, install and test training infrastructure and facilities

6) Helpdesk Support and Trainer - Andre & Cie, Lausanne January 2000 - June 2000
Key Purpose: Support and training of PC software
Tasks:
● Provide support and resolve problems on in-house applications,
Windows NT, MS-Office and Lotus Notes (1st and 2nd level)
● Design and build a new Intranet site for internal communications

7) Sales Executive - Danka S.A., Lausanne April 1999 - December 1999

Key Purpose: Sales representative of photocopiers and digital printers for the Swiss regions of Neuchâtel and Jura
Tasks:
● Sell photocopiers and digital printers
● Establish company presence in Neuchatel and Jura regions
● Build and maintain a new customer and prospect database
● Cold call prospects and participate in trade fairs

8) Business Manager for Training of PC Software - 3T Technology Transfer
& Training S.A., Nyon January 1996 - February 1999

Key Purpose: Business Manager for training of PC Software. Manage and organize clients' computer training on- and off-site
Tasks:
● Discover new clients and secure corporate customers
● Manage and organize publicity, promotions of training and PC-related products
● Manage external training resources
● Develop and maintain the company internet website
● Design and develop a new product catalogue
● Develop training materials
● Translate German and English manuals into French


9) Temporary laboratory and field worker - Federal Agronomic Research Center, Nyon
July 1993 - September 1993

Key Purpose: Temporary laboratory and field worker
Tasks:
● Test non-chemical products on fruit trees and vines
● Document and analyze testing results


10) Part-time sales employee - Jowa S.A. and Richemond Creations S.A., Geneva
August 1989 - February 1992

Key Purpose: Part-time wholesale employee (concurrent with tertiary studies)
Tasks:
● Perform secretarial duties
● Maintain product database
● Process phone sales

11) Management apprentice - Rolex Watches S.A. Geneva September 1986 - August 1989

Key Purpose: Management apprenticeship
Tasks:
● Learn the business practices in most departments
● Demonstrate and prove understanding of the business
● Apply business theory