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Location

Poland

Rate

$20  / per hour

Years of experience

3+

About

I have over three years of experience working at Manx Technology Group, where I currently serve as the Help Desk Manager. In this role, I lead the help desk team, ensuring that we provide top-notch telephone and online support for our clients. I am responsible for monitoring, identifying, and diagnosing issues, serving as the main point of contact between customers and the IT department. Prior to this position, I worked as a Help Desk Representative, gaining hands-on experience in customer service and IT support. I am ITIL certified, with a focus on resolving issues efficiently and independently. Before joining Manx Technology Group, I worked as an IT Technician at PokerStars, handling technical issues and providing support for nearly two years. I also have experience moderating online content and providing support to end-users at HubPeople, where I managed customer inquiries and complaints via multiple channels. My education in Information Resources Management has given me a strong technical foundation, further enhanced by certifications in customer service, ethical hacking, and administration of both Azure and macOS.

Tech Stack

Support, Customer Service, ITIL

Experience

  • Managing and guiding the help desk team to provide excellent telephone and online support.
  • Responsible for identifying and diagnosing IT issues to ensure smooth operations for clients.
  • Serving as the primary point of contact between customers and the IT department, ensuring effective communication.
  • Independently resolving technical issues and ensuring timely solutions to minimize downtime for clients.
  • Providing technical support and maintaining IT infrastructure, particularly during the tenure at PokerStars.
  • Handling customer inquiries and complaints via phone, email, and online platforms at HubPeople.
  • Applying ITIL best practices to enhance help desk efficiency and improve customer satisfaction.

Employment history

Help Desk Manager, Manx Technology Group May 2023 - Present
  • Leading and managing the help desk team to provide high-quality telephone and online support.
  • Monitoring, identifying, and diagnosing IT issues for clients to ensure seamless operations.
  • Serving as the main point of contact between customers and the IT department.
  • Implementing ITIL best practices to enhance help desk efficiency and customer satisfaction.
Help Desk Representative, Manx Technology Group April 2021 - May 2023
  • Provided technical support via phone and online for clients with a focus on swift issue resolution.
  • Identified recurring technical problems and proposed solutions to improve overall system performance.
  • Worked closely with other IT departments to escalate and resolve complex issues.
  • Maintained detailed records of support tickets and resolutions for future reference and reporting.
IT Technician, PokerStars April 2021 - January 2023
  • Handled technical issues related to hardware, software, and network connectivity for PokerStars users.
  • Provided onsite and remote support for end-users to ensure seamless functionality.
  • Collaborated with other teams to resolve technical issues promptly and efficiently.
  • Maintained IT infrastructure, including system updates, troubleshooting, and preventive maintenance.
Customer Support Moderator, HubPeople January 2019 - April 2021
  • Managed customer inquiries and complaints via multiple communication channels, including email and chat.
  • Monitored and moderated online content to ensure compliance with company policies.
  • Assisted end-users with account and technical issues, providing step-by-step troubleshooting.
  • Collaborated with the development team to report and resolve site issues and bugs.
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