Sinem Erdem

Experience

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  Türkiye Engelliler Vakfı( TÜREV)

  Sept 2008 - Sept 2009

  Information Technologies Expert

  Administered computers in company and responsible for eliminating problems.

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  Turkcell

  Sept 2010 - Feb 2011

  System Support Engineer

  Doing remote session with Turkcell vendors, TIM and Corporate Solution Centers.Resolve technical and System issues and giving end-user support. Going onsite.

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  Microsoft

  Feb 2011 - Aug 2016

  Provide communication between Support engineers and customers within SLA time. Increase customer satisfaction by assisting with case wellness, issue workflow and customer escalation management to internal groups in Support Services. Manage other Dispatchers and Duty Managers. Provide more details about complex cases and arrange an engineer to contact the customer within the expected time. Check the case history and talk with customers and also engineers to decide the main issue for complex cases. Give training to Duty Managers and new hires to explain how to handle complex cases quickly, provide training related to these subjects. Having other DMs made to decrease missed SLA percentage more. Provide them more training to achieve the target.Continue to improve cooperation with account managers and engineers. Understand account managers perspectives what they need for the case and which skills they need, find appropriate engineer according to the relevant technology. Comminicate with NA and EMEA DMs at the end of support for the continuation of providing support. Set the customer expectation and understand their needs. Determine proper time about customers's requirements, PFE necessity; communicate with Account Managers regarding these points. To find available resources from other regions faster. Report on missed SLA's with other regions Develop cooperation between Technical Account Managerlars and engineers. Drive daily and weekly quality improvement.Drive broad improvement actions based on analysis of quality data.Increase customer satisfaction by assisting with case wellness, issue workflow and customer escalation management to internal groups of EPS. Show less Represent Microsoft with corporate customers via telephone, written correspondence, or electronically service and assist them in resolving technical issues utilizing Microsoft products and technologies. Foster positive customer relationships and build customer loyalty with Microsoft, while effectively managing challenging situations. Demonstrate strong interpersonal and communication skills, while working with varying audiences from highly technical engineers, to developers and architects, as well as executive-level management. Demonstrate leadership through personal responsibility, accountability, and teamwork. Act as a technical focal point in cooperative relationships with other companies. Manage critical situations that may involve challenging technical issues, diverse audiences and potentially politically hot. Be responsive to customer needs, both within and outside of normal business hours in some situations, or as part of an on-call rotation. Apply a logical and methodical approach to remote problem solving. Giving support to Premier customers on Windows Domain, Group Policy, Active Directory Replication,Windows Core and Remote Desktop Services topics. I prepared a technical document about WFM Tool and shared the document with EMEA region. I contributed to MEA GTSC Technical Discussion by sharing technical documents. I contributed to customer satisfaction that proved with good surveys. I communicated with Account Managers effectively to deliver high quality of service, provide solution on the cases, finding and fixing weak processes. Reported missed SLA cases and set the customer expectation and understand their needs. Determined proper time about customers' requirements, such as Field Engineer necessity. Communicated with Account Managers regarding these points. Show less

  • System Analyst Manager-Engineering coordinator

    Jan 2013 - Aug 2016

  • Windows Support Engineer

    Feb 2011 - Feb 2013
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  CloudCan

  Dec 2020 - May 2021

  Cloud Solutions Customer Success Manager and Senior Pre-Sales Engineer

  Responsible for Pre-Sales activities, detailed scope of work, planning POC and workhop studies, managing projects, deployments, Managed Services & Support, new customer, SMB, SMC,Enterprise scope, offer, Support.Meeting the customer’s requirements and supports sales team with a business minded technical approach.Applied my technical skills to help our Enterprise EPG/ Corporate/SMB customers achieve their business outcomes with hybrid cloud & AI Growth Offerings. Responsible for use case identification, solution architecture design. Guide IT executives through the changes needed to unlock the full value of hybrid cloud, show users how to get value out of their solutions, identify expansion opportunities and work with the renewal team to ensure execution of the renewal process. Demonstrate a history of success as a consultant, pre-sales, technical account management, enterprise architect,.Deeply understand customer business and technology needs; become the face of CloudCan to the customer Serve as a trusted technical expert for the customer’s cloud migration(Cloud Solution Assesment), deployment(Microsoft Azure,Microsoft 365,Office 365), and adoption of Hybrid Cloud (Azure Stack,Azure ARC) & AI Growth Offerings.Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions.Have handled difficult customers or situations and demonstrate resolutions.Willingness to take initiative and tackle things on my own. Ability to navigate data and people to find answers.Execute customer success plan to drive adoption post-deployment. I also found the opportunity from the Enterprise customer and made a big profit for the company. Manage the customer Projects. Show less

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  KoçSistem

  Oct 2021 - Jul 2023

  Senior Customer Solution Manager

  Being a Trusted Adviser for My Customers.• Overall responsibility of designing the best solution and preparing customer-specific proposals for Managed Services and Full IT Outsourcing Projects.• The main services in the scope of responsibility are;Data Center Services> Co-Location (Dedicated and Shared)> Smart HandCloud Services > Private, Public and Hybrid Cloud Services (Microsoft Azure, AWS)> Maximus Cloud Services (IaaS)> HANA As A Service (HaaS)> Maximus Exadata and Exalogic Service> Back Up As A Service (BaaS)> Disaster As A Service (DRaaS)> Red Hat OpenShift Container Platform Services (PaaS)> Azure Managed ServicesManaged Services (Local & Remote)> Virtualization (VMWare, Hyper-V, Citrix)> O/S (MS Windows, Linux, Unix)> SAP BASIS > DB (MS SQL, Oracle, DB2, MySQL, Cassandra, Redis, PostgreSQL, MariaDB, MongoDB)> Middleware (Weblogic, Websphere, Apache, PHP, IIS)> Analytic & Big Data (Spark, Elastic Search, Kibana, Zeppelin, RabbitMQ)NOC (Network Operation Center) Services> LAN & WAN Switches, Routers, WLC, AP> Managed Network and Voice ServicesSOC (Security Operation Center) Services> SIEM and SOC Services> Shared and Dedicated Managed Security Solutions• Understanding Customer Business Needs, creating best matching solutions for these needs, presenting the suggested solution to both technical and management teams, preparing proposals for the approved solution design, overseeing the delivery of the solution, and managing the project lifecycle. • Working closely with Account Managers and Executive Management to develop Winning Strategy for the proposals.• Performing price and solution negotiations with Vendors and Business Partners.• Expert knowledge of pricing and ability to lead discussions with Pricing and Finance Teams.• Managing Contract Renewal process for existing customers. Show less

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  BAYEGAN Dış Tic. A.S.

  Aug 2023 - Aug 2024

  IT Project Manager

  • CTRM (ENUIT) platform implementation and integration to ERP (SAP) coordinator for International Energy Trading business • Evaluating and prioritizing project proposals and allocating resources accordingly. On the other hand, providing the necessary oversight to ensure that projects comply with defined standards and protocols.• To establish the teams that will work on the project by being responsible for every detail in the project process, to ensure the coordination between the teams and to ensure the successful management of a project by taking all responsibility for its successful completion• Linkage of front end business data (CTRM) to back end accounting system (ERP) project duration of 8 months involving tri-partite effort: BAYEGAN / ENUIT / PWC Switzerland • Definition, Application and coordination of each party's effort to the initiative according to project development program set out by the main advisor PWC Switzerland • Analysis of project on track status, impacts of delays and diversions. • I manage all the projects together with the Intranet project and the Veson/Imos project to be used by the chartering department.• Ensuring that technical support and problem-solving team are managed by adhering to SLA times for users who have problems with SAP applications and systems.• In the SAP project; to ensure that outsourcing and internal resource planning and prioritization of calls opened in Jira.• Meeting with business units for process efficiency automation improvements, collecting feedback and planning to take necessary actions. Show less

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  Outlier

  Nov 2024 - now

  Project Manager for Al Training Data