Panagiotis Meimarakis

First Line Support Team Lead at AerData B.V.
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Contact Information
us****@****om
(386) 825-5501
Location
Amsterdam, North Holland, Netherlands, NL
Languages
  • English Professional working proficiency
  • Greek Native or bilingual proficiency
  • French Elementary proficiency

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Credentials

  • ECDL Expert
    ECDL Foundation
    Apr, 2006
    - Nov, 2024
  • Cisco Certified Network Associate - CCNA
    Cisco Systems
    Jul, 2004
    - Nov, 2024

Experience

  • AerData B.V.
    • Netherlands
    • Airlines and Aviation
    • 1 - 100 Employee
    • First Line Support Team Lead
      • Oct 2019 - Present

      • Ticket-Master and On-Call Rotation Planningo Ensuring proper coverageo Providing impromptu coverage when needed• Providing high-level queue management including:o Analysing, allocation, distributing, troubleshooting & resolving ticketso Ensuring no unsigned tickets remain during normal working days• Ownership of daily incident management• First point of contact for team members and other teams• Attend Supports Daily Morning standup and report out any outages or major issues• Reports regarding KPIs, SLAs and quality checks • Conduct quality checks on internal procedures and roles• Provide training for new hires• Audit data collection and information gathering• Resolution of team disputes as necessary Show less

    • Product Service Support Agent (Level 1-3)
      • Sep 2014 - Sep 2019

      • Primary point of contact to customers using AerData products • Managed customer issues in a timely and efficient manner• Monitored the service desk ensuring customer SLA agreements were met• Supported products• Followed data policies• Ensured customer satisfaction• Analysed and assessed incidents to ascertain of they could be closed by first line support • Managed sensitive commercial issues• Escalated issues as appropriate

  • Mellon Group
    • Greece
    • Information Technology & Services
    • 1 - 100 Employee
    • IT Technician
      • Feb 2011 - May 2013

      Control-conversion-loading of production files(portfolios of the major Greek banks)

    • Team Leader/Analyst
      • Oct 2008 - Jan 2011

      • Lead a team of 15 customer service representatives.• Recruited & inducted new team members• Supported the team in the delivery of enquiry and complaint resolution.• Ensured the team followed the procedures for each service request, including logging, abiding by agreed KPIs, SLAs and quality standards.• Conducted MIS reports & forecast reports• Bonus schemes for the company’s inbound and outbound campaigns.

    • Customer Service Representative - Technical Support (Level 1)
      • Oct 2007 - Sep 2008

      • Provided information about internet provider and related products.• Customer service

  • Kiriakos Hatzopoulos S.A.
    • Greece
    • Mechanical Or Industrial Engineering
    • 1 - 100 Employee
    • IT Technician
      • Mar 2006 - Apr 2007

  • Atos
    • France
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Intern / Data Network Technician
      • Feb 2004 - Sep 2004

      Olympic and Paralympic Games Olympic and Paralympic Games

Education

  • Technological Educational Institute Of Lamia (TEI)
    Bachelor of Science (BSc), Informatics & Computer Technology
    2000 - 2004
  • 4th General High School/Lyceum
    High School Diploma
    1997 - 2000

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