Istanbul, Türkiye
Dynamic, passionate, and highly motivated IT Support with 9+ years of experience in providing technical support while ensuring that the whole company runs smoothly. Excellent team player with the ability to work with other IT professionals to create solutions and security to the highest standards. Analytical and creative thinker in building secure applications by being on the vanguard of technology trends and security practices. An excellent problem-solver capable of completing projects from start to finish while keeping them under budget and on schedule. Equipped with an excellent work ethic, well-honed communication skills, and a strong sense of responsibility to maintain client relations.
• Support clients by helping them understood MS365 products through writing articles about new product features and how to use products. Utilized Synthesia in creating AI video intended to explain features, making it more user friendly for clients. • Provided IT support by troubleshooting issues while maintaining system operation. • Worked closely with global management teams to ensure efficient business processes. • Conducted IT services training to better explain new features of Microsoft 365 products. • Enhanced helpdesk ticketing system, which as a result, reduced solution time. • Created support service tickets and used web-based ticketing/task systems to track and deliver support. Provided PC and mobile support to resolved customer issues.
• Provided L1 troubleshooting of hardware/software/network and resolution via phone/email/chat for customer's end users within agreed SLA time and ticket priority. • Continually monitored SLAs to maintain mutual understanding of service expectations. • Performed user account management activities to maintain organization and order. • Exhibited knowledge and familiarity in utilizing ITSM tools, such as RemedyForce, Active Directory, Citrix, MS Azure, Bomgar, ForcePoint, and Checkpoint VPN. • Escalated complex issues to proper L2/L3 IT support specialists after troubleshooting. • Participated in conducting training sessions with new hires and KBA creation. • Prepared regular reports to maintain efficiency and ensure positive client experience. • Managed incoming tickets (incidents) and analyzed/assigned cases to related teams.
• Provided technical support to users, answered questions, and resolved problems in connection with system configuration/setup and product functionality • Worked as a primary support communication between the company and customers • Consistently kept customers informed of how and when problems are resolved • Worked closely with back-line and development teams to efficiently resolve complex issues, efficiently provide input for product direction, and improve processes
• Analyze the incoming service requests and assign them to the appropriate solution provider within the IT department. • Responsible for New User Setups in AD/E-Mail/VPN for all the new hires across the company. • Identifying and following up on the Critical Issues till their resolution. • Perform follow-up with the relevant IT staff and escalation to the appropriate management levels. • Writing system documentation including knowledge base articles.