Paulius Dzikunskas

Experience

• 

  Baltneta

  Jun 2015 - Oct 2016

  IT Engineer
• 

  Revel Systems

  Oct 2016 - Jun 2022

  Responsible for Tier 2 and Payment teams. Managing 4 TeamLeads and their teams while maintaining client satisfaction up to or above their expectations by delivering support of the highest quality.Core activities involve:• Coordinating Tier 2 teams.• Coordinating Payments Support team.• Managing team members personal development plans • 1x1 monthly evaluations with team members including quarterly talks.• Participating in job interviews with candidates• Managing Enterprise client escalations• Working closely with upper management to improve current procedures. Show less Managing team of 15+ people. Maintaining client satisfaction up to or above their expectations by delivering support of highest quality.Core activities involve:• Coordinating Peripheral Sales Team• Coordinating Payments Support team• Coordinating and troubleshooting complex technical cases.• Working closely with engineering department for improving the product and reporting issues.• Managing team members personal development plans • 1x1 monthly evaluations with team members including yearly salary talks• Doing Side By Sides with team members to ensure quality is maintained and efficiency achieved.• Listening and evaluating support calls.• Participating in job interviews with candidates• Managing client escalations• Working closely with upper management to improve current procedures. Show less

  • Senior Team Lead

    May 2022 - Jun 2022

  • Team Lead

    Mar 2018 - May 2022

  • Senior Technical Support Engineer(Tier 2)

    Oct 2016 - Mar 2018
• 

  Interactio - Multilingual Meetings Solution

  Jun 2022 - now

  Tech Support Lead

  Achievements:Built and established Tech Support function.Established Incident Management.Implemented a ticketing system tool.Built workflows and procedures,Core Activities:Leading Tech Support and Onboarding functions and its teams.Incident and Problem Management.Working closely with engineering and product.