Ermir Krasniqi

Experience

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  Lagoon Amusement Park

  Jun 2010 - Sept 2010

  Ride Operator

  - Create a safe environment for every Guest and Employee,- Report all incidents to the Safety and Security Office,- Treat Guests with courtesy, honesty and consideration,- Advise them how to behave during their ride,- Being ready to intervene in case of incidents, etc

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  3CIS J.S.C.

  Feb 2011 - Apr 2017

  Network Engineer

  • Provided customer’s network design and integration of complex multi-vendor solutions by consulting, assessing/auditing, designing and interviewing customer’s needs to determine highly technical requirements and understand the customer's organizational structure;• Ensured proper delivery of purchased services by setting and also executing tailored services designed to suit customer needs as outlined in a Network Consulting Services proposal and subsequent scope of work, provide regular status reports on tasks accomplished, current issues, progress toward goals and provide individual team member performance reviews;• Maintained project coordination with National Team, Regional Teams (Market Level), Field Technicians, Remote Support team and all customers involved parties to ensure deadline fulfillment;• Analyzed GSM, UMTS and LTE Network Infrastructure of AT&T, to have better understanding on how to upgrade the capacities per Customer request;• Designed the circuit paths end to end in inventory and followed the assignment tasks to create tickets accordingly to update all necessary tools;• Placed and tracked circuit orders to Local Exchange Carriers, by managing vendor issues, updating customer tracking and asset management systems to ensure on time delivery;• Completed migration nights by completing the configuration of our end portion and troubleshooting eventual issue, as well as leading the conference calls of those migrations to avoid unnecessarily rollbacks;• Led up to 10 people, by grouping and organizing, advising, suggesting, making weekly and monthly schedules, planning vacations and evaluating quarterly and yearly to ensure guidelines are followed and deadlines are met. Show less

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  Concentrix

  Jul 2017 - Sept 2018

  Technical Advisor - Apple devices (iOS, MacOS and watchOS)

  • Showed a talent for taking ownership of customer interactions with a dedication to resolving their technology issues, including iOS and macOS devices;• Exceeded customer expectations by providing a high level of world class customer service to a diverse range of customers, simultaneously to troubleshoot and resolve their issues;• Delivered strong customer-service orientation with the ability to exhibit courteous telephone etiquette, empathy, patience and professionalism to turn frustrated customers into promoters Show less

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  Informanix Technology Group

  Sept 2019 - now

  • Director Managed Services

    Jul 2023 - now

  • Manager Client Experience

    Dec 2022 - Jul 2023

  • Senior Technical Support Analyst

    Sept 2019 - Dec 2022