Grace Diasonama

Currently – IT support ENG/FR – (IT company/ Portugal)

Responsibilities:    Supporting different businesses from different fields of work, Troubleshooting IT incidents, fulfilling customer requests, documenting in ticketing tools

• Managing incoming calls consisting of analysing to see whether what is reported during the call is an incident or a request, documenting the call in a form a ticket, determining the scope under which assignment group the reported problem is for, and assigning the ticket to the correct assignment group if the problem to fall under the scope of my team (72 incoming calls /4 weeks and 32 outgoing calls)
• Troubleshooting Microsoft Windows system, networking problems, authentication problems with Active Directory, VPN, Office suite and Google suite
• Performing remote session on users’ computers
• Advising and guiding clients with processes (ex. how and when to submit a request, how to perform self-password reset, how to find guides in their customer portal [ex. guide on how to add a shared folder in personal Outlook mailbox])
• Talking on the phone and typing in French and English to users
• Managing urgent and hight priority incidents which often happen during out of hours
• Preparing and presenting PowerPoint presentations where I inform the state of my team’s performance  

Results:   Reliable support for legal contracts in the field of law and public policy by virtue of my higher education diploma of Administrative Sciences and Public Management – improved training process, of which I play a big part of as I am volunteered trainer for newcomers, because of sharing my opinion during team meetings

Private English teacher (4 – 16 years) 

• Creation of fun and educational games and activities 
• Student assessment of real-life language skills for accelerated learning 

Lisbonmakesense

• Lisbon makesense is a charity whose aim is to fight social and environmental issues by supporting growing social start-up enterprises and creating awareness to the public. We have worked on the subject of global warming, within which my main role was to do research on the pandemic and create and provide a newsletter every month for our website subscribers which included tips on how to live sustainably. Additionally, I participated in creative tasks organized by the charity such as creating storied for our Instagram account