Experience

VeriPark

• United Kingdom
• Software Development
• 700 & Above Employee

• Managed Services Manager

  • Dec 2019 - Present

  Responsibilities: • Daily control on the completion on all tasks and its quality • Participate in client and internal meetings • Set and evaluate teams KPIs • Set up incident management processes • Control on teams incident management and communication quality • Provide accurate reports and metrics to company management • To provide reports on an agreed schedule to Senior Management and clients • Ensure all services are performed to the agreed SLA • Ensure that systems, processes and methodologies are followed according to company guidelines • To build relationships with clients and participate in necessary client meetings • Set clear objectives, evaluate progress and instils a high performance culture with focus on team work, service excellence and ownership for resolving customer issues • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate • Manage the team and individual performance, technical and skills development • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together • Cascade business objectives and targets to the team • Review daily priorities and take appropriate action to ensure results are achieved • Remain aware of new product developments • Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service • Ensure high quality, up-to-date documentation exists Technical skills: • Azure infrastructure and networking. Application and infrastructure monitoring. • Kusto query language knowledge is a plus. • Azure Application Insights, Azure Log Analytics, Azure Monitor experience • Terraform knowledge • DevOps – CI/CD knowledge • PowerShell / Scripting experience • Azure Certification • Azure security best practices knowledge • Dynamics 365 Customer Engagement Online product knowledge • PCI / DSS knowledge Show less



Tek Experts

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Manager Microsoft Azure Identity support team

  • May 2018 - Dec 2019

  • Serves as primary escalation point for the responsible client manager for all operational issues • Handles, monitors, coordinates, and manages all escalated cases • Works with all parties involved on escalated customer support issues • Manages customer expectations • Ensures that all targets and SLA’s are met • Makes sure that support teams are meeting the goals and expectations set with the customer • Attends regular operational and business review meetings, prepares upfront with the required data • Participates in reviewing processes and workflow to identify areas for improvement Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Oct 2016 - May 2018

  •Responsible for the DACH region of the business• Ensure that the productivity goals for the team are met, including service level /availability and customer satisfaction • Manage the operational requirements of the clients on a daily basis • Monitor case volume and case management quality • Maintain open communication with Microsoft and the clients by being available during business hours. Act as a resource for answering questions, resolving product and policy questions.• Provide guidance for successful career path • Act as a recourse for clarification of company policies; ensure consistency within the team through ensuring coaching, one-on-ones and performance reviews.• Presenting weekly business reviews and Monthly business review to the Microsoft Service delivery managers• Manage technical service-related operations, identity potential problems• Preparing glide paths and action plans so the team is reaching the Client based KPIs.• Advanced MS Excel Business KPIs reporting• Preparing PPT presentations for the weekly and monthly business review• Presenting team results on weekly and monthly business reviews to Microsoft.• Communication with the Microsoft service delivery managers and the technical advisors.• Delivering trainings to the employees• Organizing the training activity for the Microsoft windows CTS EMEA• Handle customer complaints effectively • Identify performance related issues, develop an action plan for Improvement, implement corrective action, up to and including Termination of employment;• Ensure service delivered to our customers meets contractual Key Performance Indicator “KPIs” and financial expectations• Communicate expectations to employees and provide timely updates; Show less

• • Apr 2016 - Oct 2016

  Taking the possible high number of collaborations requests into account, focus on the most important and complex issues in the team and set priorities accordingly.Collaborating with Microsoft PTAs, Team managers and Convergys management.Control case handling and process follow up.

• • Aug 2013 - Mar 2016

  Working in a dynamic environment with Microsoft partners. Perfect time management, technical knowledge and soft skills.Able to work with a very big organisations and environments in emergency situations.- install and troubleshoot supported applications on all operating systems that run these products in order to assist Microsoft customers at all skill levels- troubleshooting remotely and resolving business critical issues - using troubleshooting tools and gathering issue's specific logs, analyzing it in order to find out the cause of the problem - reproducing customer's issues in virtual environments when applicable.Extensive experience with Core, Performance, Backup, Remote Desktop Services, MS Cluster Services, Hyper-V, Active Directory, Networking, WSUS, Deployment.Administering and troubleshooting: - Windows Server 2003, 2008/R2, 2012/R, 2016 - Windows 7, 8/8.1, 10 Show less



Adecco

• Switzerland
• Staffing and Recruiting
• 700 & Above Employee

• • Jan 2013 - Aug 2013

  • Desk supervisor:Accountable for the resolution rate of the agents, and for meeting the Key Performance Indicators and Customer service levels.

• • Sep 2011 - Aug 2013

  • Technical lead:My job is to be the technical escalation point for the Incident Management process. I am providing desk side support to agents and will take over the call/ticket if and when needed. It is expected from me to take ownership of technically difficult tickets where his expertise will help drive faster problem identification/resolution.• Trainer:I am accountable for training new and current employees and to develop specific local training materials. Working as the contact person for internal contacts related to training items.Prepare knowledge transfer within the team and will proactively identify training requirements for the team. Delivering the account specific training to new hires or existing agents. Show less

• • May 2010 - Sep 2011

  Employee of the month for March 2011 for the whole Adecco company, this is award which is given to persons who made best performance for the month and have special contribution for the work process in the company.I started in the company like Level one Service Desk Agent with German and English language and I was top performer of the team. I am experienced in Customer care and relationship. Very good knowledge in Lotus Notes, MS Outlook and whole Office package, Active directory, Hyperion, Oracle, MS Windows XP and 7( supported products),Blackberry and Blackberry manager. Show less