Experience

• 

  Capgemini

  May 2012 - Jun 2014

  Service desk analyst l1 | warner bros. studios

  • Providing 1st line technical support (troubleshooting and resolving technical issues) to all respective clients, assessing incidents and requests, using the tools available and resolving as many as possible on initial contact related to: Active Directory; RSA SecurID support; CitrixXenApp support; VMware support; BYOD applications; Troubleshooting network issues; VPN Connectivity Troubleshooting (Various VPN apps). • Accurately classifying and describing all incoming incidents and requests with the appropriate priority, category and incident summary details by using platforms such as SERVICE-NOW, ITSM/REMEDY. • Focusing on meeting and improving telephony service level agreement and ticket SLAs. Show less

• 

  Host europe group

  Jun 2014 - Aug 2014

  Technical support engineer

  • Online chat to potential customers advising them which of our products and services will suit their needs• Online chat to current customers helping to resolve their technical support problems• Using CRM to track all customers’ history• Answering customers’ technical support issues through CRM• Working closely with colleagues to identify and raise issues to improve customer satisfaction and experience• Domain names, hosting, email service, VPS, website builder tools technical support and user assistance Show less

• 

  Comodo

  Sept 2014 - Nov 2016

  • Full maintenance and debugging application support for all Comodo services. • Remotely connecting to review and collect logs from deployment issues; troubleshoot and/or escalate to the R&D team. • Configuration and optimization of threat protection applications for the clients' systems, Email Filtering system, Device and Unified Threat Management. • Participated in testing phases for multiple new releases or new products. • Phone, chat and remote support for end-users on general IT issues and queries. • Remote support for Comodo consumer products, including virus removal, system tune-up, security set-up. • License and subscription management.

  • Enterprise Support Engineer

    Mar 2015 - Nov 2016

  • Technical Support Engineer

    Sept 2014 - Mar 2015
• 

  Basware

  Nov 2016 - Feb 2022

  •As a technical implementation consultant, I specialize in implementing and delivering Network e-Invoicing projects for suppliers and buyers, customizing configurations to meet their specific needs (B2B or B2G). This involves creating and testing incoming and outgoing connections, such as AS2, SFTP, OFTP, HTTPS, email, ERP-Interfaces, and Basware's own file transfer software. •I am also responsible for converting PDF and PS files using Java Regular Expressions and analyzing and resolving software technical processing problems. •In addition, I take on the role of Project Manager for small to medium-sized projects and act as the main point of contact during the implementation and hyper-care phase. My goal is to ensure seamless delivery of projects and provide efficient and effective technical support to clients. Show less •As a technical support consultant, I am dedicated to enhancing 3rd-line procedures through continuous improvement. I am creating knowledge base articles for Basware's products and services, and regularly communicate with the Production and R&D teams to resolve bugs and implement enhancements using tools like ServiceNow and JIRA. •My expertise lies in conducting deep-dive investigations of complex and escalated cases, researching solutions and making modifications to XSLT conversion files for effective XML data manipulation. Show less •In the role of support consultant, the focus is on providing advanced support for complex cases and requests involving XML files. This includes expertise in working with XSLT conversion files and XSD validation files. I am also conducting investigations into log files to resolve data import and export issues, utilizing tools such as Splunk, MailGun, and TortoiseSVN. •The support requests are managed and classified through the help-desk ticketing system (ITSM, ServiceNow), and in this role, I contribute to the improvement of internal 2nd line processes and routines (Confluence, Sharepoint). •Additionally, I hold training sessions for new team members and other 2nd line Support Groups. Show less

  • Technical Implementation Consultant

    Sept 2021 - Feb 2022

  • Senior Support Consultant L3

    Sept 2019 - Sept 2021

  • Support Consultant L2

    Nov 2016 - Sept 2019
• 

  Allianz technology

  Feb 2022 - Jan 2025

  Service manager | operations & performance

  • Primary responsibility: Consolidate and monitor the global overview of service performance (SLAs) for the application catalog, adhering to Service Level Management practices.• Monitor SLA compliance closely and identify breaches, collaborating with Application Managers and Incident process owners to develop action plans for resolution, in alignment with Incident and Problem management processes.• Prepare ad hoc reports, analyses, and operational calls to align stakeholders and senior leadership, ensuring awareness of any issues and facilitating informed decision-making.• Goal: Ensuring optimal operation of the application catalog, meeting organizational needs, and delivering high-quality service to customers, following Service agreements.• Utilizing data-driven insights and close cross-collaboration with key stakeholders to drive continuous improvement and enhance overall service performance, following the continuous service improvement approach. Show less

• 

  Allianz services

  Jan 2025 - now

  It demand manager