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Gladness Mtui

@gladnessmtui

Experienced IT support and project coordinator specializing in SaaS, cloud services, and user enablement.

Poland
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What I'm looking for

I am seeking a mid-level role focused on SaaS/cloud support or project coordination where I can improve user experience, implement automation, and grow technical cloud skills.

I am an experienced Project Coordinator and IT & Customer Support Specialist with over 4 years supporting SaaS platforms, cloud services, CRM ticketing systems, and Microsoft 365 tools. I focus on troubleshooting, SLA-driven incident resolution, and improving user experience during technology rollouts.

I have delivered measurable results by designing Power Automate workflows, maintaining data accuracy in large-scale datasets, and producing performance reports to guide stakeholder decisions. I routinely coordinate cross-region communications and manage escalations using Zendesk, Jira, Freshdesk, Helpshift, Salesforce Automation, Teams, and Outlook.

I value clear communication, efficient processes, and practical automation to reduce repeat incidents and improve first-contact resolution. I pursue continuous learning in cloud fundamentals (Azure AZ-900 and Google Cloud) to strengthen my technical foundation and drive smoother deployments.

Experience

Work history, roles, and key accomplishments

Testronic logoTE

Player Support Agent

Nov 2020 - Apr 2024 (3 years 5 months)

Resolved player issues including crashes and connectivity, documented reproduction steps for dev/test teams, tracked configurations in Jira, and improved first-contact resolution with macros and FAQs.

Sitel Group logoSG

Customer Service Professional

Sitel Group

Apr 2020 - Apr 2020 (0 months)

Processed customer data and logistics on CRM, handled live chats with strict SLAs, and managed secure payment processing while collaborating with US/Canada clients and delivery teams.

Education

Degrees, certifications, and relevant coursework

Neapolis University Pafos logoNP

Neapolis University Pafos

Master of Science, International Relations and Strategic Studies

2023 - 2025

Master of Science in International Relations and Strategic Studies completed at Neapolis University Pafos.

VU

Vistula University

Bachelor of Arts, International Relations

2018 - 2021

Bachelor of Arts in International Relations completed at Vistula University in Warsaw.

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Gladness Mtui - IT Support Specialist - FlairsTech | Himalayas