konstantina Bakela
@bakelkonstance
IT Support Specialist at FNZ and ServiceNow SME, improving service workflows while resolving enterprise application and access issues.
CzechiaWhat I'm looking for
At FNZ, I provide second-level support for business applications and enterprise systems. I troubleshoot Windows, Azure Active Directory, authentication, and application access issues, and manage incidents and service requests in ServiceNow.
I serve as the team's ServiceNow Subject Matter Expert, supporting platform adoption and process improvements. I also participate in enhancement workshops and recommend workflow optimizations and automation opportunities.
At Red Hat, I delivered ITSM-aligned support and maintained ServiceNow knowledge articles. I contributed to workflow improvements that reduced average ticket resolution times by 20%, and achieved a 95% first-contact resolution rate.
At IBM Service Delivery Center, I administered endpoint security and compliance consoles and supported bank employees with technical issues. I also completed online upskilling in ITIL refresh, Major Incident Management, product and project management, and coding.
Experience
Work history, roles, and key accomplishments
Provide second-level technical support for internal business applications and enterprise systems, troubleshooting Windows, Azure AD, authentication, and infrastructure incidents. Manage incidents and service requests using ServiceNow, and serve as the team's ServiceNow Subject Matter Expert.
Delivered ITSM-aligned support in a 24/5 global environment, managing incidents and requests through ServiceNow. Contributed to ServiceNow workflow improvements, reducing average ticket resolution times by 20% and achieving a 95% first-contact resolution rate.
Security and Compliance Console Administrator
Feb 2016 - Apr 2018 (2 years 2 months)
Administered endpoint security and compliance consoles, ensuring system stability and compliance. Conducted remote server scans, configured technical settings, applied updates, and performed system health checks.
Customer Service Representative Level 2
Jul 2014 - Feb 2016 (1 year 7 months)
Delivered B2B technical support to bank employees, managing application deployment within Citrix workspace environment. Created, tracked, and resolved incidents and service requests via ServiceNow, consistently meeting SLAs.
Education
Degrees, certifications, and relevant coursework
Axelos
ITIL Foundation Certificate, IT Service Management
2023 - 2023
Earned the ITIL Foundation Certificate in IT Service Management in 2023.
Technological Educational Institute of Crete
Bachelor, Applied Informatics
Graduated with a Bachelor in Applied Informatics of Technology in May 2016.
Vocational Training Institute
Certificate, Internet Technology
2004 - 2005
Completed a certificate program in Internet Technology, focusing on programming languages and IT fundamentals.
Technical Vocational School
Specialty, IT Support
Trained in IT support, covering computer systems, networks, and applications.
Availability
Location
CzechiaAuthorized to work in
Salary expectations
Social media
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