Ali Mutlu Email & Phone Number

Shoreditch, England, United Kingdom

-Demonstrated expertise in providing onsite support and troubleshooting for hardware, software, and network-related challenges, promptly resolving issues within SLA parameters.-Proven success in network management and administration, ensuring secure and uninterrupted operations for enhanced productivity.-Proficient in setting up new infrastructure.

London, United Kingdom

• Working as a self-employed in London for small businesses and restaurants tried to start my own business.
• Setup and supported networked and standalone PC and Mac workstations and laptops, software, printers and other peripherals.
• Upgrades to NAS systems, network infrastructure and optimization of data backup solutions.
• Researched and provided technology related purchase and lease recommendations for clients
• Hardware and software support of onsite desktops, laptops, and servers
• Troubleshooting and supporting, helping the users and deal with vendors/ partnerships.

Istanbul, Turkey

• Managing service desk calls and e-mails ensuring appropriate service providers are dispatched smoothly and efficiently to agreed procedures meeting all KPI’s and SLA’s to client satisfaction with the ITIL framework.
• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions.
• Pre-process service requests as they arrive through email, phone call, manual entry, or direct customer input.
• Improved help desk results by recommending changes in information and processing.
• Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators
• Documented thoroughly all incidents in Manage Engine software. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed

Istanbul, Turkey

• As an IT Expert I was in charge of Turkey’s first-ever Mobile Team (GIS-based) project. Mobile teams and IT departments were involved in system analysis design and implementation across 15 different districts of.
• GIS framework (Geographical Information System) based mobile team project carried out in AYEDAS (Istanbul Anatolian Side Energy Distribution Co.)
• Overseeing and training of the mobile team and call-centre workers. Final software tests.

Aydin, Turkey

• Employed experience and training to troubleshoot software and hardware problems via email and telephone, utilizing remote support tools such as TeamViewer Business.
• Management and support scope included 10 offices and several smaller remote locations.
• Supported approximately 150 users in a mixed desktop and laptop environment.
• Improved support services by ensuring timely problem resolution and providing excellent customer service
• Hired, trained and supervised 1 helpdesk support staff in incident troubleshooting and resolution utilizing Helpline Classic Desk
• Handled all help desk calls, ordered new supplies and maintained contact with IT vendors.

Izmir, Turkey

• Generated and reviewed reports relating to testing software packages.
• Conducted investigation of client requests to understand product security.
• Formulated and executed requirements to implement security tests.
• Provided assistance in vulnerability evaluations and penetration testing operations.
• Implemented detection of attacks in coordination with network defenders.
• Administered software applications by identification of security malfunctions

Aydin, Turkey

• Troubleshot any and all software/hardware/network issues that arose.
• Expertly configured all office PCs to run at optimal levels.
• Reviewed, analysed, and renewed all IT equipment contracts (i.e. - multifunctional printers, ISP, security system, telephony).
• Assisted IT Manager on resolving server issues and server upgrades.
• Trained employees on one-on-one basis for new software upgrades when necessary.
• Created, Managed, and set-up e-mail addresses for clients using third party email provider.