Istanbul, Türkiye
IT professional with 9+ years of work experience in technical support, systems administration and customer service. Skills include computer hardware, software, networking, analytical thinking and creative problem solving.
- Providing 2nd level support on workstation, telephony, and mobile related issues and requests. - Installing, configuring, and supporting of PC, Mac, telephony, mobile, LAN printer and voice/video hardware/software. - Prioritizing incidents and complaints to assure all SLAs are meet. - Maintaining incident records and resolution detail utilizing ITSM ticketing tool. - Working with other support groups in assisting in the resolution of incidents, maintenance or project activities. - Escalating hardware repairs to third party providers as needed. - Maintaining 100% accuracy/control in the database of IT assets. - Participating in activities with other support teams on improving services and reducing issues.
- Providing second- and third-level IT support to internal Gap Inc. employees. - Resolving reported problems related to hardware, operating systems, applications, software updates, materials handling systems, network, telecom and configuration issues. - Ensuring service level agreements (SLAs) for customers are met, identifying opportunities for improvements and implementing these as agreed upon. - Configuring, installing, monitoring and maintaining onsite IT related devices (workstations, peripherals, LAN switches, IP phones, video conference equipment, printers, RF devices, mobile terminals, thin clients and associated systems, etc.). - Administering campus monitoring server and website (Nagios/Thruk). - Utilizing technical knowledge and understanding of end-user and infrastructure systems to work on projects and participate on technical project teams. - Acting as a liaise with third-party vendors who service the software tools and hardware. - Creating or modifying procedures to solve problems, some of which may have no existing policies or processes. - Partnering with teams across the company to identify and troubleshoot/resolve operational issues impacting Ohio Fulfillment Center systems. - Planning, testing and installation of new systems and upgrades in the campus. - Supporting the management of IT assets (hardware lifecycle) and software licenses. - Creating knowledge base documentation and technical guides. - Training more junior staff members and end-users as needed.
- Configuring thin clients, Zebra printers, Cisco APs and bridges, Symbol bridges and scanners, MiniNets, Fujitsu iPads and keyboards. - Installing, troubleshooting, and imaging desktops and servers. - Tests, evaluations and verifications of pre-configured hardware such as POS computers, printers, touch screen monitors, keyboards, hard drives, etc. - Maintaining all computer software and hardware used by T.E.C. group. - Preparing test procedures and work instructions. - Assisting tech team to maintain high quality production.