Kamil Kwintal

Experience

• 

  Shoes121

  Sept 2016 - Feb 2022

  Technical & E-Commerce Support Operative

  - Leading the setup and management of stock inventory systems (Enterprise Resource Planning) to optimise inventory control and streamline operations ensures efficient resource utilisation and inventory management.- Collaborating in the development, maintenance, and enforcement of procedures for logging, reporting, and statistically monitoring PC performance guarantees optimal system functionality and performance.- Proactively identifying user issues, diagnosing problems, and delivering effective solutions enhances user satisfaction, contributing to a seamless user experience.- Overseeing the installation of hardware and software, including printers, PCs, operating systems, and point-of-sale systems, ensures the smooth implementation and operation of essential technologies.- Managing the addition or updating of workstations for office staff optimises productivity and efficiency by providing employees with reliable and up-to-date technology tools.- Directly addressing customer inquiries via phone and email provides timely and satisfactory resolutions, fostering positive customer experiences and satisfaction.- Producing reports and templates in Microsoft Excel facilitates data analysis and decision-making processes on comprehensive data insights.- Managing Office 365 for office staff streamlines communication and collaboration tools, enhancing productivity and efficiency in the workplace. Show less

• 

  Recast

  Oct 2021 - Jun 2024

  - Leading the strategic planning and implementation of on-call and out-of-hours staffing schedules to ensure seamless support coverage.- Supervising the Technical Support Operative team involves setting clear objectives and fostering growth through consistent one-to-one coaching sessions, ensuring that staff members are continually learning new skills.- Resolving application bugs and developing new admin panel components using React, TypeScript, and JavaScript to improve the efficiency of the support team.- Developing automated scripts with JavaScript, Python, and REST APIs to optimise support team workflows - Managing user and content data, including handling data erasure requests.- Taking charge of second-line support provision, delivering exemplary service while overseeing team members to maintain consistent quality standards.- Communicating with clients, users, and colleagues at all levels, from C-suite executives to frontline staff, to ensure the delivery of the best support service.- Overseeing Zendesk management and successfully implementing a Zendesk bot for first-line automated support, achieving a consistently high positive feedback rate- Creating comprehensive process documentation to provide essential guides for support teams at all levels.- Proactively identifying and resolving complex technical issues, mitigating disruptions and ensuring uninterrupted service delivery. Show less - Increasing test coverage and safeguarding application functionalities during the development process by developing end-to-end tests using the Playwright Library and JavaScript. - Proactively diagnosing and resolving application issues by leveraging DevTools for comprehensive troubleshooting, thus ensuring smooth operation and enhanced user experience. - Actively creating issue tickets in Jira to report any app bugs and ensure their prompt distribution to the relevant teams.- Conducting manual pre-production environment testing of new features to ensure bug-free functionality and seamless integration into the system. - Spearheading API testing through POSTMAN to verify endpoints and ensure data integrity across systems.- Proactively extracting data from diverse databases, such as MySQL and PostgreSQL, to facilitate informed decision-making. - Writing database queries to assist team members in data retrieval and analysis. - Maintaining essential AWS components for live streaming. - Documenting work processes, including decisions, attempted fixes, and actions taken to achieve resolutions, and using these documents to establish procedures. - Directly addressing user issues via the Zendesk Customer Service platform as a second-line support expert, ensuring prompt and effective resolutions. - Administration of the company's Google Workspace, overseeing user management, group assignments, and email configurations to ensure efficient communication and collaboration within the organisation.- Taking charge of seamless employee on-boarding and off-boarding processes to ensure a smooth transition for new hires and departing employees. - Managing the office network infrastructure, configuring access points, and seamlessly integrating them with the Unifi Dream Machine for enhanced connectivity and performance. Show less

  • Lead Technical Support Operative

    Oct 2023 - Jun 2024

  • Technical Support Operative

    Oct 2021 - Sept 2023
• 

  Cryptio

  Jun 2024 - now

  Technical Support Engineer