Eda Nalçacı Email & Phone Number

In this dynamic role as a dedicated Help Desk Manager, I mainly focus on US IT Help Desk Operation and Team of 𝐃𝐞𝐩𝐨𝐭 𝐂𝐨𝐧𝐧𝐞𝐜𝐭 𝐈𝐧𝐭𝐞𝐫𝐧𝐚𝐭𝐢𝐨𝐧𝐚𝐥 (𝐅𝐨𝐫𝐦𝐞𝐫𝐥𝐲 𝐁𝐨𝐚𝐬𝐬𝐨 𝐆𝐥𝐨𝐛𝐚𝐥 and 𝗤𝘂𝗮𝗹𝗮 ) and manage the Help Desk Service provided to +2000 users within the organization.

As the dedicated IT Help Desk Service Manager, I have been leading the transformation and growth of the Managed IT Help Desk Service and Department ensuring excellence in service delivery and fostering a culture of customer-centric service.Based in Tampa, Florida, Bluenet Technologies provides services in Data & Analytics (BA), Robotic Process Automation (RPA), IT Staff Augmentation, Managed IT Services, and Value-Added Reselling (VAR).𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐚𝐧𝐝 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:◆ Coordinated and managed the IT Help Desk Service and Department, overseeing day-to-day operations and cultivating customer relations.◆ Developed and implemented IT service management policies, procedures, and standards to ensure consistency and enhance the quality of service delivery.◆ Implemented Jira and project management tools, streamlining task and project management, resulting in increased department efficiency.◆ Analyzed service and performance data, producing insightful reports to identify trends and develop strategies to increase IT service performance.◆ Conducted regular service reviews with customers, actively fostering open communication channels and collecting feedback to identify areas for improvement.◆ Conducted New Employee interviews and played a pivotal role in the successful onboarding of 12 new IT Help Desk employees, creating a tailored training program and overseeing ongoing training initiatives.◆ Provided leadership and guidance to IT staff, ensuring effective performance management and professional development.◆ Led the department to substantial growth, transforming from a single-member, single-customer operation to a robust team of 15 serving three customers within a span of two years.◆ Received positive feedback for excellent communication, maintaining high customer service standards, and achieving a high degree of customer satisfaction.

As an accomplished IT Team Lead at Bluenet, I led and managed a dynamic IT Help Desk Team, across three cities, delivering Remote IT Help Desk Services to key clients in the US and Europe (spanning six countries).Based in Tampa, Florida, Bluenet Technologies provides services in Data & Analytics (BA), Robotic Process Automation (RPA), IT Staff Augmentation, Managed IT Services, and Value-Added Reselling (VAR).𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐚𝐧𝐝 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:◆ Monitored team performance and implemented monthly performance reports, providing valuable insights for continuous improvement.◆ Initiated and facilitated regular team meetings, fostering an open communication and collaboration culture that enhanced service practices and contributed to achieving organizational objectives.◆ Provided guidance, instruction, training, and leadership to inspire the team to perform at their optimum.◆ Recognized high performance and rewarded accomplishments, fostering a positive and motivating work environment.◆ Actively collected feedback from the team and proactively addressed areas for improvement and conflict potential.◆ Maintained active communication with Executive Management to align team activities with company objectives.◆ Actively contributed to the growth of the company through the effective leadership and performance of the IT Help Desk Team.◆ Assisted in new employee interviews and played a key role in the onboarding and training of new team members.◆ Successfully managed and supported Bluenet IT Systems, User Administration, and Hardware Asset Inventory.𝗧𝗼𝗼𝗹𝘀 𝗮𝗻𝗱 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀:✅ Google Sheets ✅ Microsoft Excel and Office 365 Products ✅Ticket System Reporting Tools✅Microsoft Teams ✅Office 365 Administrative Center ✅Microsoft Azure

In this dynamic role as a dedicated IT Support Specialist, I mainly focused on Europe Operations and after-hour support for US users of 𝐃𝐞𝐩𝐨𝐭 𝐂𝐨𝐧𝐧𝐞𝐜𝐭 𝐈𝐧𝐭𝐞𝐫𝐧𝐚𝐭𝐢𝐨𝐧𝐚𝐥 (𝐅𝐨𝐫𝐦𝐞𝐫𝐥𝐲 𝐁𝐨𝐚𝐬𝐬𝐨 𝐆𝐥𝐨𝐛𝐚𝐥) and with a proven track record in remote support and incident resolution, contributed to achieving seamless IT Help Desk operations and user satisfaction.DCI (Boasso Global) is a US-based leader in providing worldwide premier Tank and ISO Tank Cleaning, Depot and Transportation services.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐚𝐧𝐝 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:◆ Resolved IT support tickets from end-users via phone, email, and ticketing system (Freshservice), providing comprehensive technical support for 300+ remote users across the organization, resolving hardware, software, and network incidents and requests in a timely fashion.◆ Achieved a notable track record by successfully resolving 1500+ user issues with an average response time of 45 minutes and an average resolution time of 2 hours.◆ Managed and maintained user accounts in Active Directory and Google Admin with the best practices of IT Security and compliance.◆ Provide support for applications and collaborate with 3rd party Application Support Providers and Vendors when needed.◆ Actively participated in additional IT Tasks and projects and collaborated with IT teams and external departments to ensure streamlined IT processes.◆ Documented IT processes and procedures for future reference and training purposes◆ Led staff training and mentoring initiatives, crafting a tailored training system for new Bluenet Help Desk Agents ◆ Proactively improved IT processes and organization, leading to an enhanced customer pool and positive company representation of Bluenet.𝗧𝗼𝗼𝗹𝘀 𝗮𝗻𝗱 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀:✅ Microsoft Windows ✅ Windows Servers ✅Remote Desktop ✅ OKTA ✅ MFA system ✅Freshservice ✅ Google Workspace and Products ✅ Business Applications

Bachelor Of Arts (B.A.), Classical Archaeology

Activities and Societies: Ankara University Classical Archaeology Society

Education record

Activities and Societies: Ankara Anatolia High School 2009-2010 Term President of Student Council and Representative of Student Council.

Education record

Activities and Societies: Debate Club, Drama Club, Volleyball Team

Education record