Mar 2024 - Present

Project44

Senior Technical Support Specialist

• • Identifying potential code bugs and escalating as needed
• • Diagnosing, troubleshooting, and identifying solutions to reported problems
• • Maintaining prompt, ongoing, and accurate communications to customers and 3rd party stakeholders throughout the course of a reported issue
• • Consistent agreed-upon performance levels goals/metrics reached
• • Lead Customer calls for issue resolution, education or escalation
• • Take ownership of expanding internal and external knowledge base via technical notes and customer-facing articles
• • Assist colleagues with continuing education when available

Jul 2021 - Dec 2023

Karhoo

Service Desk Analyst

• • Collaborated with the engineering team, gaining extensive knowledge and contributing to projects using the Go programming language.
• • Provide 1st and 2nd line technical support requests to the Marketplace and Connect partners.
• • Actively engaged with partners, building strong relationships and providing tailored solutions that fostered significant growth.
• • Skillfully managed emergency situations, demonstrating quick decision-making and effective problem resolution.
• • Played a key role in enhancing customer experiences by streamlining support processes and incorporating partner feedback into continuous improvements.

2 yrs 6 mos

HCL Technologies

IT RDS Specialist (GSK Project)

May 2021 - Jun 2021 · 2 mos

• • Participate in in-depth incident handling
• • Escalation point for 1st line support
• • Ownership e2e for 2nd line support
• • Analysis, trainings and mentoring of 1st line support team
• • Incident management for critical and high severity cases
• • Overflow call and ticket handling
• • SD File Share SME
• • Service Readiness representative for EMEA

Dec 2020 - May 2021 · 6 mos

Senior IT Analyst (GSK Project)

• • Floor Support
• • Backlog Management
• • Trainings for new joiners
• • SD File Share SME

• Service Readiness representative for EMEA region:

• - Collect the information and share it with the entire HCL operational team to make sure analysts are capable to support users after go-live
• - Regularly attend weekly meetings
• - Provide feedback to articles which are created by project teams/Product Owners
• - Provide to client (GSK) weekly updates after go-live (whether there is any increase in tickets volume, any knowledge gap, a need for additional training, suggest different ideas, what can be improved etc)

Jul 2020 - Dec 2020 · 6 mos

Senior IT & HR Analyst (P&G Project)

Jun 2019 - Jun 2020 · 1 yr 1 mo

IT & HR Analyst (P&G Project)

• • Multi language (English, Greek, French & Spanish) Remote Troubleshooting IT issues regarding Web browsers, Internet Explorer, Google Chrome, Virtual Private Network, Office 365, Windows 7, Windows 10) respecting the SLA
• • Provide Hardware, Software and Network issues diagnosis and resolution via ServiceNow
• • Working on International Service Desk, troubleshooting IT issues
• • Cooperating with other teams such as Local Network Team, SAP Team, DXC Technology, Amex
• • Analysis through processes and procedures of HR cases, travel expenses, salaries, payroll & benefits, and other fields related to Human Resources, guidance for employees using SAP, Concur, Payroll applications
• • Workday, Salesforce and SAP application maintenance, escalations for support of referred applications, monitoring with the client the improvements and following up the CSATs and DSATs with employees
• • Managing Knowledge bases for the network, business applications, authorization tools and Information Security

Jan 2019 - May 2019 · 5 mos

IT Analyst (Servier Project)

• • Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
• • Route problems to internal I.M. support stuff.
• • Coordinate and manage relationships with vendors and support stuff that provide hardware / software / network problem resolution.
• • Administer and provide User Access and Exit controls
• • Use the Call Tracking System to document and manage problems and work requests and their perspective resolutions and circumvention's.

Oct 2018 - Dec 2018 · 3 mos

IKEA Group

IT Analyst

• • Register, analyse, prioritize, assign and/or solve all in-coming cases during the agreed lead time
• • Perform all daily tasks according to set processes, rules and guidelines
• • Be responsible for end user communication at IT Operations and Shared Services.
• • Monitor all open support cases, escalate if necessary and keep the end user informed about the solving process.
• • Shared knowledge with colleagues, i.e. by using a common knowledge database