Experience

3 years of experience · English Advanced/Fluent

NOC Team Leader at MaxiGroup
• Act as the main admin for the organization's ticketing system - develop and support the organization's processes and adjust the ticketing system to fulfill its needs
• Lead, motivate and develop the Technical Services team and maximize the effective use of their time and expertise
• Research issues and identify potential solutions while providing prompt and accurate feedback to internal stakeholders
• Manage, monitor and improve internal helpdesk operations
• Develop and improve service desk procedures and standards
• Create and maintain SLA's including setting measurable KPI's to support the business and its internal customers
• Develop and maintain workflow automation
• Manage real-time incidents with multiple teams
• Stay current with system information, changes, and updates


IT Engineer at Ciklum
• Provide delighting professional support for employees, customers, and C-level managers which include: personal support, ServiceDesk management (ServiceNow and Jira), Asset Management, Incident\Requests and Problem management, etc.
• Collaboration with colleagues located around the world.
• Research and define complex incidents and problems.
• Make sure that resolved incidents and problems are properly documented and resolved while reaching the agreed service level.
• Analyzing causes in order to minimize the probability of their occurrence and help improve service in the future.
Supervision of Junior Support Engineers. Assign tasks, provide support and guidance to them as needed, in accordance with their skills and abilities.

Customer Support Representative
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right
methods/tools
• Handle complaints, provide appropriate solutions and alternatives within
the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines, and policies
• Assist with placement of orders, refunds, or exchanges
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media

Skills

Scrum, Agile, Quality Assurance, Project Management, Jira, Communication, SDLC, Team management

Highlights

Udemy Courses:

Leadership: Practical Leadership Skills

PRINCE2 Agile Foundation: Complete Course & 2 Practice Exams

ITIL 4 Foundation: Complete Course & 2 Practice Exams

Customer Service Mastery: Delight Every Customer

Scrum Master Training

Project Management: Master Project Management - PMP/PMI

QA Start Up courses