Резюме: Service Desk Administrator (Ужгород)

Досвід роботи

<p><b>Petro Sagaidachny St. 21/89, </b><b>Truskavets</b><b> 82-200</b></p><p><b></b></p><p><b>Looking for the job that would let me use the obtained knowledge and skills and offer the</b><br></p><p><b>opportunity to grow and develop as a professional. </b></p><p><b><br></b></p><p><b>WORK EXPERIENCE</b></p><p><b><br></b></p><p>Collabera Poland</p><p>08/12/2020 – 01/05/2021 L2 Remote Desktop Support / Service Desk Administrator with German</p><p>- Served officials of automotive company seeking technical assistance.</p><p>- Performed remote troubleshooting through diagnostic programs.</p><p>- Determined the best solution for faster resolution of end user's issue.</p><p>- Educated and guided the end user through the problem solving.</p><p>- Provided information on IT products or services based on end user query.</p><p>- Recorded all issues and their resolution in IT ticketing tool.</p><p>- Followed-up and updated end user on status and information of issue reported.</p><p>- Identified and suggested improvements on current processes followed.</p><p>Handling remote desktop.</p><p>Windows Operating System troubleshooting’s – Win 10 / Win-7 .</p><p>Outlook ( Configuration , Creating PST/OST , Adding Group mail).</p><p>User administration – Local /admin access , Profile reset A.D / Group policy.</p><p>Citirx / VM machines.</p><p>Wifi / Network connectivity/ VPN . </p><p> ITSM tools like – Service now , Remedy.</p><p>Fujitsu Technology Solutions</p><p><br></p><p> Lodz, Poland<b></b></p><p>13/02/2015–31/07/2020 Global IT Service Desk Agent</p><p> Supported office employees of the world known companies with resolving IT issues (windows 7,10, O365, MS Office) in English, Ukrainian, Polish.</p><p> Since 01/05/2018 suppurted German speaking customers at the shared SD having simultaneously to do with six different projects supported:</p><p>– Providing technical support for external users with focus on delivering proper customer service</p><p>experience</p><p>– Dealing with data bases issues.(SAP, Lotus Notes)</p><p>– Creating and administrating Active Directory accounts of users, processing SAP accounts creation,adding systems and roles and administrating them.</p><p>– Researching and rapidly resolving problems reported by customers using remote access tools and</p><p>admin rights.</p><p>– Handling telecoms requests in a timely manner according to procedures.</p><p>– Resolving a good percentage of calls and e-mails at first point of contact through the use of the</p><p>experience and knowledge bases.</p><p>– Raising incidents/tickets to escalate problems to second and third level support areas</p><p>appropriately.</p><p>Familiar and have experience in dealing with:</p><p> Encryption / Bit locker, McAfee issues, handling via remote desktop (Remote tool), handling Outlook ( Configuration , Creating PST , Adding Group mail), Skype issues, administrating A.D / Group policy, VPN issues (Pulse Secure, Check point), Wifi / Network connectivity issues, SNOW, Remedy, Triole, Cherwell ticketing tools.</p><p>SouthWestern Business Process Services Poland - CarTrawler</p><p><br></p><p>Lodz, Poland</p><p>14/04/2014–30/01/2015 Global Car rental Customer Service Desk Agent</p><p>Supported customers in English, Ukrainian, Polish:</p><p>- Answering customer queries that concerned the service offered.</p><p>- Operating the client’s database system to set up new customer accounts and updating existing</p><p>accounts when necessary.</p><p><b><br></b></p><p><b>Travelling and collecting experience</b></p><p>01/08/2007 - 31/12/2013 Ukraine</p><p>Travelled and collected experience a teacher of English and blue collar worker in many institutions as a temporary contractor.</p><p><b><br></b></p><p><b>Ukranian – native; English – fluent; German-fluent; </b><b>Polish –</b><b> fluent</b><b>.</b></p><p><b>Bachelor of English &amp; German.</b></p><p><b>Drohobych Ivan Franko State Pedagogical University</b></p><p><b> Ivan Franko St. 24,82-100, Drohobych, Ukraine</b><b></b></p>