Experience

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  Tnb - toshiba

  Sept 2010 - Dec 2011

  - Leading Main Authorized Repair Service’s 18 engineers for Toshiba notebooks. - In charge of all service KPI’s and customer satisfaction. - Leading entire communication between technical team and Toshiba Europe - Delivering all technical issues to Toshiba Europe Quality Department as an R&D engineer. - Translation of technical documents released by Quality Department about repairs, maintenance and troubleshooting and delivery to authorized services and call center.

  • Technical Team Leader

    Apr 2011 - Dec 2011

  • R&D Engineer

    Sept 2010 - Apr 2011
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  Datateknik

  Dec 2011 - Feb 2014

  Technical support manager

  - Managing Technical Service and Operation Support teams- Coordinating repair service, spare parts and temporary unit deliveries within SLA targets- Leading RMA processes for Cisco, Huawei, HP and other brands- Inventory management, identifying critical stock levels and initiating purchasing process- Providing pre-sales support with Pre-calculations of operational costs - Managing customer satisfaction and technical service sales

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  Koçsistem

  Feb 2014 - Apr 2020

  - Managing three teams (30 employees) providing various repair services in two different service centers.- Leading the operation of warranty repair services at KoçSistem for Dell, Apple, HP and Lenovo products as an Authorized Partner- Coordinating repair services for all Dell consumer products in Turkey, including call center, service partners in different cities, repair center, logistics. (Awarded as the best business partner of year in 2016 for EMEA region among 41 countries and 121 partners)- Coordinating component level L2 service for KoçSistem’s corporate customers; including scanners, printers, PC’s, notebooks, monitors, mobile terminals, power supplies, and mainboards within tight SLA targets. - In charge of all KPI’s, customer satisfaction and technical service sales.- Full P&L responsibility for Service Center operation of 8-10 million TL annual revenue. Show less - Managing 15 after sales service contract as a voice of customer and visiting customers periodically.- As customers’ first point of contact for after sales services; leading the coordination and communication between customers and business units Leading all ITSM (Information Technology Service Management) processes for these contracts by referring ITIL (Information Technology Infrastructure Library )- Periodically reporting performance (SLA) to customers’ C level and coordinating improvement actions accordingly. - Leading all additional projects in accordance with PMI standards for these accounts from start to end - Leading contract renewing processes with coordinating sales teams and service teams Show less

  • Service Center Unit Manager

    Jan 2016 - Apr 2020

  • Customer Services Manager

    Feb 2014 - Jan 2016
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  Clonera

  Aug 2020 - Jul 2021

  Customer services and project manager

  - Managing multiple projects (Data Center Installation, Business Continuity, Disaster Recovery, Virtualization) in accordance with PMI methodology- Ensuring delivery of Managed Services and Cloud Services in accordance with ITIL best practices- SLA Design, Service Management, Reporting- Contract Management- Designing, Producing, Presenting the Customer’s Service Delivery Report- Being a voice of customer inside the company and representing our company in front of the customer- Visiting to Customers- Understanding Customer’s IT needs and involving Solution Teams Show less

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  Ngn

  Jul 2021 - Oct 2022

  Project manager

  As an only project manager at NGN, leading all kinds of projects such as Professional Services (network, security, storage, server, infrastructure), System Integrations, Cloud Services, Virtualization, Managed Services, Data Center Migrations and Business Continuity, DevOps and Software Projects.

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  Turkcell

  Oct 2022 - now

  Project manager