With over five years of experience in the field, I am a highly skilled and adaptable professional currently serving as a Service Desk Specialist at EPAM Systems. In this role, I contribute to the seamless operation of IT services and projects by monitoring ticketing systems like Jira and ServiceNow, managing access to IT projects, efficiently scheduling Service Desk personnel, and handling incoming calls with professionalism.
My journey in the IT industry began as a Customer Support Agent at Evolution, where I provided technical and customer support. Within nine months, I was promoted due to my exceptional performance investigating technical issues for customer-submitted tickets.
As a former Service Desk Team Lead at Evolution, I demonstrated exceptional leadership and team management skills. I evaluated team performance, provided feedback and coaching, and ensured proper team coverage. My role also involved training and mentoring team members, schedule management, distributing daily support tasks, and maintaining team compliance with internal rules.
Furthermore, my experience as a Volunteer at the IN THE PALACE International Short Film Festival and earlier as a Customer Service Representative at zooplus AG has equipped me with strong communication, customer service, and problem-solving skills.
In summary, my diverse experience in IT, customer service, leadership, and administration, coupled with my proficiency in various tools and technologies, positions me as a versatile and valuable asset in any professional setting.
