At ATOS, I progressed from L1 to L2 IT Support Analyst and took on more complex support, ticket management, and operational coordination. I provide remote troubleshooting and help coordinate tickets with the appropriate resolution teams.
I identified a gap in ageing-ticket management by consolidating fragmented ticket histories into structured case recaps. I coordinated resolving teams and worked with Incident Managers, contributing to a dedicated Complex Issues Management function.
At Capgemini, I provided L1 support in a high-volume service desk and achieved an average 97% call-evaluation quality score over the final five months. I also supported onboarding for new team members.
Earlier, at Capita, I created an 80-page CRM/UI5/ISU guide that management adopted as official training material. At Biokomp, I redesigned and implemented a warehouse pick-ticket system that eliminated duplicate entries and improved item identification.
