Jonathan Ralph Corbett
London,United Kingdom
Summary
Skilled professional adept at maintaining composure and logical thinking in high-pressure situations, with proven communication abilities and multilingual skills. Proficient in Windows 11, MS Outlook, MS Word, Amdocs, HALO, Cisco VPN, Webcom, and Salesforce UK, ensuring quality assurance and customer satisfaction. Recognized for resourcefulness and efficiency in tool utilization, with a strong track record of punctuality. Proactive problem-solver who fosters team cohesion through knowledge sharing and is dedicated to high service standards and continuous improvement.
Overview
25
25
years of professional experience
5996
5996
years of post-secondary education
Work history
1st line customer support representative
Verifone, 1 Mondial Way
Heathrow, UB3 5AR, London
01.2009 - 01.2025
- Executed Helpdesk tasks via telephone and email, ensuring accuracy and efficiency.
- Delivered exceptional customer service, prioritising satisfaction through careful listening and logical problem-solving.
- Provided mentoring to colleagues from diverse cultural backgrounds, enhancing team performance.
- Demonstrated flexibility in working hours, covering Sundays and assisting with overtime.
- Maintained perfect attendance record over four years, with no sick leave taken.
- Fulfilled Fire Marshal duties for 10 years, upholding safety standards and security protocols.
- Cultivated positive image for Verifone through professional interactions and support.
1st Line Support
Marsh & McClennan Companies (MMC)
Bedford
01.2007 - 01.2009
- Company Overview: Data and Service Centre
- Working on a busy North America Service Desk, I was taking up to 40 calls daily and providing 1st Line Support to Marsh, Mercer and Guy Carpenter colleagues in the USA and Canada.
- UK 24/7 French-speaking Support Team-based, I also provided French-language cover to colleagues in Quebec.
- Engaged 2nd Line Support when applicable to investigate and troubleshoot problems to find immediate resolutions.
- Routinely covered over-night on-call hours from home catering for off-peak periods in North America.
- Proficient in using Active Directory, NetMeeting, Windows XP Professional, Safeboot, Mainframe, AS400, CA Unicenter, Remedy, Lotus Notes, Citrix and VM Ware on a daily basis.
Internship
Piero Muscari Comunicazione
Vibo Valentia
05.2007 - 07.2007
- I was engaged on a project to update www.schoolday.it.
- Using MS Adobe PhotoShop my role involved editing and uploading photos of School Day events in Calabria onto the website.
- Additionally, I also researched, produced and presented news and tourism items in English for Radio Onda Verde, our target audience being English-Speaking tourists to the Calabria region.
Providing 1st Line IT Support
Computer Sciences Corporation
Luton, United Kingdom
01.2000 - 01.2007
- Providing 1st Line IT Support in French, German and Dutch.
- While at CSC I was working on a busy multilingual European and UK Helpdesk.
- This involved knowledge of customers, their requirements, acting as a focal point for customer problems and complaints, liaison with Service Delivery Manager, dealing with customer feedback, problem management, daily operations' issues, resource allocation and workload prioritization, interfacing between lines of service to ensure smooth handling of operational activities, deputizing for line management as required, representation of the Company at external events and site visits.
- In addition to the above duties I also took up to 30 calls daily in English, French, Dutch and German provided resolution where possible, otherwise transferring issues to the appropriate resolution teams.
- I routinely used Active Directory for NT account and password issues and AHD for logging incidents.
- Business Transition: I was engaged on the transition and knowledge transfer of the Gallaher and Scapa accounts where I was Account Lead to CSC Montreal and I was the primary point-of-contact for this operation during my stay in Canada till early February, 2007.
Education
Certificate - Italian language
Cooperazione Sud per l'Europa – Language Centre
Miletto, VV 05.2007 - 05.2007
Certificate - Italian
Istituto Italiano di Cultura
London, SW1X 8NX 01.2004 - 06.2005
Certificate - Italian I and II
University of Bedfordshire
Luton, LU1 3JU 09.2003 - 06.2004
Certificate - Effective Telephone Skills, Advanced Customer Service Skills
CSM Experts Training
09.2000 - 05.2001
Certificate - Microsoft PowerPoint
Randstad Training & Services
2000
Certificate - Information Technology
Randstad Opleidingscentrum Bv
04.1999
Post-Graduate Studies - Germanic Languages and Literature
Albert-Ludwigs-Universität
01.1987 - 01.1990
Certificate - Dutch as a Foreign Language
Université Catholique De Louvain
1988
Bachelor of Arts - German, French and Anthropology
St. Patrick's College National University of Ireland
Maynooth, Co. Kildare 01.1983 - 01.1985
Skills
- Calm and logical thinking
- Clear and precise communication
- Confident speaking and multilingual proficiency
- Microsoft Windows and Office Suite
- Quality assurance and customer satisfaction
- Resourceful tool utilization
- Effective teamwork and collaboration
- Proactive problem-solving
Affiliations
- Translating poetry from the Dutch and German, several of my own poems have been published in the following American periodicals between 1993 and 1996: The Bethesda Bulletin, The Annapolis Outlook, Fifty and Forward. I also write frequently on topics of travel, history and architecture in addition to book reviews, for The Scottish Rite Journal, Amicus Illuminismi and The Northern Light.
- Languages have always held and importance and fascination for me, and I have a confident and competent command of German, Dutch, and French, in addition to Afrikaans, Italian, and Irish.
- I travel on a regular basis, blending my interest in languages with practical application.
- With excellent photographic skills, I am able to provide unique photography for the many articles I write.
Certificates of Awards and Qualifications
Available upon request.
Timeline
1st line customer support representative
Verifone, 1 Mondial Way
01.2009 - 01.2025
Certificate - Italian language
Cooperazione Sud per l'Europa – Language Centre
05.2007 - 05.2007
Internship
Piero Muscari Comunicazione
05.2007 - 07.2007
1st Line Support
Marsh & McClennan Companies (MMC)
01.2007 - 01.2009
Certificate - Italian
Istituto Italiano di Cultura
01.2004 - 06.2005
Certificate - Italian I and II
University of Bedfordshire
09.2003 - 06.2004
Certificate - Effective Telephone Skills, Advanced Customer Service Skills
CSM Experts Training
09.2000 - 05.2001
Providing 1st Line IT Support
Computer Sciences Corporation
01.2000 - 01.2007
Post-Graduate Studies - Germanic Languages and Literature
Albert-Ludwigs-Universität
01.1987 - 01.1990
Bachelor of Arts - German, French and Anthropology
St. Patrick's College National University of Ireland
01.1983 - 01.1985
Certificate - Microsoft PowerPoint
Randstad Training & Services
Certificate - Information Technology
Randstad Opleidingscentrum Bv
Certificate - Dutch as a Foreign Language
Université Catholique De Louvain
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