Experience

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  Capgemini

  Jun 2014 - Mar 2015

  Customer service advisor

  • Diagnosing and solving hardware/software faults, respond to queries over the phone• Logging customer/employee queries• Monitor Service Desk for tickets assigned to the queue and process requests based on priority• Walk customer through problem-solving process• Respond to email messages for customers seeking help• Creating accounts in Active Directory; Assign users and computers to proper groups in Active Directory• Remote desktop connection with users• Handling major incidents and high priority calls according to procedures during OOH• Basic troubleshooting of Virtual Private Network (VPN), Office 365, MS Outlook Show less

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  Hcl technologies

  Apr 2015 - Mar 2016

  It analyst

  • Handling incoming calls from customers regarding technical issues related to hardware, software and network,• Analyzing and resolving most common enquiries by providing step-by-step solutions or using remote access to take control of the computer and solve the problem,• Troubleshooting of VPN and RAS technologies,• Creating and managing tickets in ServiceNow system• Secure ID RSA support.• Coordinating and managing relationships with vendors and support staff that provides hardware /software/network problem resolution.• Virtual Machines support – VMware. Show less

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  Cornerstone ondemand

  Apr 2016 - Apr 2024

  • Leading the team of Product Support Specialists level 1 and level 2• Execute people management strategy (e.g. recruiting, onboarding, training and development of employees, succession planning, team’s general performance management)• Employees coaching, motivation and development • Maintaining the highest level of client and customer satisfaction and dsat/escalations review• Supervise provision of services according to SLAs and KPIs, ensuring high accuracy, correct timeliness, and compliance to all relevant internal and external regulations Show less

  • Customer Support Manager

    Mar 2023 - Apr 2024

  • Customer Support Team Lead

    Feb 2021 - Feb 2023

  • Senior Customer Support Executive

    Apr 2016 - Jan 2021
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  Qualtrics

  May 2024 - now

  Associate manager