• Provide assistance and support for incoming queries and issues related to the platforms we operate and the customer uses • Respond to queries either in person or over the phone (inside and outside the company). • Write training manuals and procedures. • Training new employees and other users. • Prospecting, asking questions to determine nature of customer’s problem/issue. • Help desk. Walk customer through the problem-solving process. • Respond to tickets and phone calls for customers seeking help. • Modify, troubleshoot and repair accounts that for one reason or another have seized to function correctly. • Project managing. Taking tasks, investigating them, establishing procedures and workflow and delegating where needed. • Follow up with customers to ensure issues have been resolved. • Offering support and guidance sometimes with extension in other departments. • Gaining feedback from customers and resolving other additional issues to ensure a better collaboration. • Report to a direct superior when a special issue arises. • Propose new ways and solutions that will ensure a better relation between the company and the client. • Writing templates to routine issues that will insure a better workflow and save time in the long run. • Translating and correcting official documents and texts that are used in the site, promotional articles, press releases, hiring tests, job descriptions etc. • Run reports to determine malfunctions that continue to occur. • Taking interviews over the phone to grade new potential employees level of English and reporting back to the H.R. Department or Direct superior. • Finding solutions to particular issues that require a workaround. • Evaluating employees level of English, (with special request from the upper management) through Cambridge approved tests.
• Shadowing the monitoring and networking department • Holding meetings with department managers to better understand the business and conceive an optimum workflow • Conceiving procedures depending on workflow, implementing them as well as updating them in the internal wiki platform • Password management platform research depending on the business needs respecting business needs and confidentiality clauses • Training the company’s IT monitoring, Service Desk and NOC team on the new Wiki and Ticketing platforms. • Conceiving training videos (for the on-premise departments as well as the remote ones or third party) in the use and functionality of the wiki platforms as well as the ticketing ones in the purpose of centralizing the information and workflow for optimization and productivity growth • Compliance check for the monitoring and networking departments, third party as well as their management. • Soft-Pushing and follow-up on tickets and internal chat platforms with the objective of respecting procedures and workflow • Conceiving customer support guidelines and scripts for the Monitoring, Service Desk and NOC team. • Structuring, rearranging and updating procedures for the Service Desk, Monitoring and NOC team in the purpose of easy assimilation, follow-up training and micromanagement. • Conceiving daily and monthly reports customized for each one of our business and partners including preferred parameters (cost per technician/per hour/daily workload, tickets etc.) • Quality assurance and Management department technical level 1. • Analysis of the volume of work by department, prospecting and delegating according to the capacities and abilities of the employees
METINovember 2014 - Present
S.C.Skar S.R.L.September 2006 - August 2012
Embedded and Telecom
UML, Java, PHP
Analysis methods and tools
Scrum, Subversion (svn)
Digital Marketing, Management, Project Management, Troubleshooting, Problem Solving, Advertising, Analysis, Business Analysis
My education and trainings
Master of Business Administration - Business and Communication British Academy2015 - 2016
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WHAT WE'RE ABOUT
Pentalog is a digital services platform dedicated to helping companies access world-class software engineering and product talent. With a global workforce spanning more than 16 locations, our staffing solutions and digital services power client success.