# konstantina Bakela

konstantina Bakela is a remote worker on Himalayas, Customer Support Agent at FNZ, based in Czechia.

Source: https://himalayas.app/@bakelkonstance

```text
IT Support Specialist at FNZ and ServiceNow SME, improving service workflows while resolving enterprise application and access issues.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Czechia |
| Authorized to work in | Czechia |
| Salary expectations | 800k+ CZK |
| Job categories | IT Support Specialist, Application Support Specialist, ServiceNow Administrator |
| Skills | IT Support, Level 2 Technical Support, ServiceNow, Incident Management, Service Request Management, IT Service Management, Workflow Optimization, IAM, User Provisioning, Hardware Asset Management, Infrastructure Troubleshooting, Endpoint management, ITIL, Linux, Windows |
| LinkedIn | https://linkedin.com/in/konstantina-bakela |

## What I'm looking for

```text
I’m looking to expand my expertise in cloud technologies, integrations, and application support while contributing to service management initiatives and operational improvements.
```

## About

```text
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

### Customer Support Agent (current)

[FNZ](https://himalayas.app/companies/fnz). Jun 2025 - Present

```text
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.
```

Skills: ServiceNow, Azure-AD, Active-Directory, Windows, Microsoft-365, Hardware-Asset-Management, IAM, ITIL

### IT Support Engineer

[Red Hat](https://himalayas.app/companies/red-hat). Apr 2018 - Sep 2023

```text
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.
```

Skills: ServiceNow, Linux, Windows, MacOS, Google-Workspace, Active-Directory, MDM, ITIL

### Security and Compliance Console Administrator

[IBM Service Delivery Center](https://himalayas.app/companies/ibm-com). Feb 2016 - Apr 2018

```text
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.
```

Skills: Endpoint-Security, Compliance, Server-Administration, Incident-Management, SLA

### Customer Service Representative Level 2

[IBM Service Delivery Center](https://himalayas.app/companies/ibm-com). Jul 2014 - Feb 2016

```text
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.
```

Skills: Citrix, ServiceNow, Incident-Management, SLA, Team-Leadership

## Education

### Axelos

ITIL Foundation Certificate, IT Service Management. 2023 - 2023

```text
Earned the ITIL Foundation Certificate in IT Service Management in 2023.
```

### Technological Educational Institute of Crete

Bachelor, Applied Informatics

```text
Graduated with a Bachelor in Applied Informatics of Technology in May 2016.
```

### Vocational Training Institute

Certificate, Internet Technology. 2004 - 2005

```text
Completed a certificate program in Internet Technology, focusing on programming languages and IT fundamentals.
```

### Technical Vocational School

Specialty, IT Support

```text
Trained in IT support, covering computer systems, networks, and applications.
```

## Tech stack

- Splunk
- BeyondTrust
- Salesforce
- Slack
- JavaScript
- Python
- Java
- C
- Grafana
- Linux
- macOS
- Windows
- Fedora
- Azure Active Directory
- Google Workspace
- Trello
- Mimecast
- Citrix
- ServiceNow
- Microsoft 365
- Adobe Creative Cloud
- Microsoft Office

To contact konstantina, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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