IT specialist with working experience more than 5 years in this area. Responsible, patient, easy-going, able to work on own initiative and as a part of a team.
receiving incoming incidents/changes, record in call tickets and handle and track the resolution
delivering key performance indicators results (number of contacts, first contact closure, contact handle time, level of customer satisfaction index, etc.) that meet customer performance objectives
adhering to ITIL processes
acting as single point of contact for end-users for technical issues/requests
presenting complex technical information to a non-technical audience
educating and explaining product features and benefits as well as technical specifications
