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Microsoft Dynamics 365
Senior IT support role combining onsite support, training, and quality assurance. Trained 200+ IT helpdesk agents on ServiceNow workflows and ITIL processes. Reviewed ticket quality through analysis and reporting, contributed to documentation, knowledge base, and continuous service improvement in an international corporate environment.
Onsite IT support in a large international corporate environment. SPOC for standard and VIP users during large-scale People & Accounts (P&A) migration projects impacting 40,000+ users. Ensured service continuity during migration waves, provided Windows 10/11 and Microsoft 365 support, and managed incidents and requests via ServiceNow (ITIL).
First-line IT support in a corporate environment, handling high ticket and call volumes. Resolved Windows and Microsoft 365 incidents while meeting SLA targets. Managed ticket escalation and follow-up using ServiceNow (ITSM).
Provided onsite and remote IT support, including workstation installation, hardware maintenance, and user device deployment. Supported end users with day-to-day technical issues to ensure operational readiness.
Provided daily IT assistance and basic technical support to end users. Delivered digital training sessions and guided users in the use of computers and common digital tools. Focused on clear communication, user adaptation, and hands-on support.
Certificate focused on PC and network support.
Installation, configuration, maintenance, and troubleshooting of computers and peripherals.
Support of Windows and Linux systems, basic networking (LAN/Wi-Fi, DHCP, DNS), and end-user support.