Location
PolandRate
$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, ITILExperience
- 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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