Technical support manager, Helpdesk Lead, IT, Management, English Teacher

Был больше месяца назад

По договорённости

53 года (родился 11 ноября 1972)

Москва, готов к переезду

Занятость

не указано

Гражданство

не указано

Контакты

Почта

Будет доступна после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 15 лет и 7 месяцев

- Февраль 2014 – работает сейчас
- 11 лет и 10 месяцев
Restaurant Owner
Город за рубежом
Обязанности и достижения:
• 100% customer facing. • Responsible for all the taxes and paperwork regarding the restaurant. • Provide Catering services for big companies, like Mercedes Benz, Xerox. • Responsible for repairs, supplies, and other miscellaneous things for the restaurant.
- Январь 2014 – июнь 2014
- 6 месяцев
Field Applications and Service engineer
Optosecurity, Город за рубежом
Обязанности и достижения:
• Participate in creation of test cases as well as test plans for the product line • Perform testing on the product line • Travel to the field operations located mainly in Europe and North America • Install, support, diagnose, repair and upgrade hardware or software • Investigate root cause failure for products in the field and proceed with troubleshooting • Provide technical support for customers, distributors and integrators • Document interventions and resolutions for future reference, and proceed to debrief meetings • Cooperate with the manager in the establishment of policies and procedures related to QA and Field Support • All other tasks that may be required by our operations
- Август 2012 – январь 2014
- 1 год и 6 месяцев
Senior IT Helpdesk
Vanad, Город за рубежом
Обязанности и достижения:
• Support UK, US Opentable restaurants’ software. • Install, configure and train the Opentable software to restaurant managers to handle their reservations • Support is done by phone, chat, email. • Generate Daily Reports for open support tickets and emails (Senior IT Role) and assigning tickets and emails to agents. • Monitor and train new employees (Senior IT Role). • Doing quality monitoring for other agents to see how they are handling the calls (Senior IT Role). • Accessing & Managing Data. • Experience with IT service desk software. • Provide customer analytics. • Highly Analytical with an eye on details • Able to identify and assess process needs. • Effective communication regarding ideas. • Ability to persuade others to accomplish challenging goals.
- Февраль 2007 – апрель 2009
- 2 года и 3 месяца
Technical Support Manager
Blackboard, Город за рубежом
Обязанности и достижения:
• Manage resolution of technical issues for a distinct set of clients. Clients are system administrators who provide mission critical services via Blackboard e-Learning applications to students and faculty at a wide variety of learning institutions • Troubleshoot complex web applications such as software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products. • Provide excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. • Analyze trends associated with the assigned customer base and report potential areas of risk or reward to Product Support Management. Success criteria are highly focused on customer satisfaction levels • Prioritize and numerous issues of varying severity. • Manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate Blackboard employees of status of all issues on a timely basis. • Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers and Developers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients. • ITIL knowledge

Образование

- Бакалавр
- Дневная/Очная
- 1996
City University, Seattle USA
Факультет: Computer Science
- Магистр
- Дневная/Очная
City University, Seattle, USA
Факультет: MBA, Marketing

Обо мне

Дополнительные сведения:

• PC software installation, configuration, setup, application migration and general usage. • PC hardware device installation/configuration such as: desktops, laptops, keyboards, printers, plotters, modems and associated connections. • Ability to learn quickly in a fast-pace environment. • Close attention to detail. • Ability to multitask computer applications, and to adapt to changes that are required in addition to utilizing various databases and develop analytical skills to resolve problems efficiently. • Provide quality customer service through active listening, clear communication, and personal accountability. • Ability to communicate technical workflow/solutions to novice/advance users. • Team worker and able to work with people from different management levels.