Security Analyst/Developer

• Sep 2017 - Present

Information Developer

• Dec 2015 - Aug 2017

IT Support Specialist

• Aug 2015 - Nov 2015

Installing and repairing both hardware and software components. Conducting diagnosis to provide support and technical assistance for office employees. Setting up equipment for users including operating systems deployment and configuration for first use. Operating both on Macintosh and Windows operating systems. Maintaining records for equipment and assets. Providing trainings for new employees. Confirming program specifications and objectives by testing new releases of programs and operating systems.

Solutions Specialist OE

• May 2015 - Jul 2015

Performing operational tasks of orders and claims processing in the system according to the fixed service level targets. Delivering different order to cash processes KPI’s. Contacting with local Customer Service organizations, warehousing, distribution and transportation. Reviewing and solving tickets in Customer Relationship Management System. Working with various SAP transactions (VA01, VA02, VA03, VA05, WE05, BD87, MM03, XD03, SE16, XD03, VD03, VD53, VD54, VD52, VD51, CS03, MMBE, MB52, XK03).

Senior Customer Service Advisor

• Apr 2014 - Apr 2015

Providing support for 1st Line Agents. Administration of accounts in AD and mailboxes in Exchange console, working with Exchange Shell, Lotus Notes, SAP. Knowledge sharing by publishing knowledge articles for Agents, developing summaries and descriptions. Performing monthly quality checks for Agents by reviewing randomly selected contacts and reporting its scores both to Agents and their Managers. Following MIM procedures in case of any high priority incidents. Performing Incident Manager role for one of project Customers. Providing trainings for new joiners (both for Client specific processes and procedures and general i.e. information security trainings). Received the highest possible year-end evaluation grade which means that I far exceeded expectations of my role, delivered a consistently exceptional performance which has stood out from others in creating substantial business benefit and displayed exemplary behavior in my dealings with colleagues and Clients.

Customer Service Advisor

• Mar 2013 - Mar 2014

Providing customer service in the field of IT support. Logging customer enquiries in EARS, ITSM and web ITSM on the basis of both - phone calls and e-mails from users. Working for specific project that requires from agents fast learning, quick adaptation of changes and multitasking skills.From November 2013 new responsibilities were delegated to me - I am providing Back Office support for one of our clients. Administration of accounts both in AD and applications used by customer: creating new accounts, delegation of authority. Preparing daily reports of assigned tickets and ensuring that fix deadlines are met. Writing KM articles (solutions) and taking trainings and courses provided by company (both stationery and e-learnings). Since December 2013 – KM articles validator (as an additional task). Participation in a course preparing for the ITIL exam.