Acerca de Yves Mary Emmanuel Bernard



  • 2021 - Presente
    Honeywell Automotive

    Sr Tech Support Specialist

    1. Providing technical assistance and support to customers or clients who are experiencing technical issues with a product or service in French , Spanish , Or English
    2. Troubleshooting and resolving complex technical problems related to software, network connectivity, Gas Detector
    3. Developing and maintaining technical knowledge by staying up-to-date with new and emerging technologies, tools, and best practices in Honeywell.
    4. Create and manage reports about all aspects of IT technical management , including SLAs
    5. Tracking customer-reported incidents, ensuring they are resolved within service level agreements (SLAs), and escalating issues to higher-level support as needed.
    6. Creating and maintaining knowledge articles and documentation to improve the efficiency and effectiveness of technical support, as well as training other support staff.
    7. Working closely with other support teams, including engineering, Customers Service ,sales, and product management, to resolve complex customer issues and provide feedback on product issues and improvements.
    8. Developing and maintaining strong relationships with customers to build trust and loyalty in Honeywell’s products and services.

  • 2021 - 2022
    VoxxIdea, LLC dba Nor-Services (CISCO)

    Broadsoft Training Engineer for Cisco

    1. Develop and deliver training courses on BroadWorks Cisco technology for customers and internal staff.
    2. Create training materials, including presentations, manuals, and e-learning modules.
    3. Conduct assessments to evaluate the effectiveness of training programs and make improvements as needed.
    4. Work closely with the product development team to ensure that training materials are up-to-date and reflect the latest features and functionality.
    5. Provide technical support to customers and internal staff as needed.
    6. Collaborate with other teams within the organization, such as sales and marketing, to ensure that training programs meet the needs of the business and its customers.
    7. Keep up-to-date with the latest trends and developments in the field of BroadWorks Cisco technology, and incorporate this knowledge into training programs.
    8. Participating in knowledge sharing and training sessions to improve technical knowledge and skills

  • 2019 - 2019

    Consultant in IT Service Desk

    1. Troubleshooting and resolving complex technical problems related to hardware, software, and network connectivity.
    2. Create and manage reports about all aspects of IT technical management , including SLAs
    3. Responding to IT issues and requests via phone, email, or ticketing system in a timely and professional manner in French , English or Spanish