Grace Diasonama

FR/EN Service Desk expert and tutor

Sem Fins Lucrativos / Voluntariado

Coimbra, Coimbra (Sé Nova), Coimbra

Sobre Grace Diasonama:

My first language is English, but having graduated from higher education in Belgium, I have a proficient level in speaking, reading and writing in French.

There's no job that I am more experienced at than teaching. At my second year of university in Belgium, I became an english tutor for students in my university, and soon after, whilst keeping my job at my university, I became part of an organisation who helped secondry school students from many different schools, and that organisation would send me to students' homes to give tutoring. I stopped tutoring when I got a full time job and had to move to Portugal. Now it's been 2 years since I haven't tutored, and because I have some spare slots in my agenda, I would like to resume my little part time job that kept me occupied during my student life.

In my spare time, I enjoy outside activities such as riding a bike, and running in a park, and once in a while I enjoy listening to music

Experiência

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