Lead of Technical Operations and Account Management for Enterprise Customers, reporting directly to the Chief Commercial Officer & Chief Operating Officer. Responsible for support operations at scale towards 1200+ retail Points of Sale, across Greece and Cyprus, involving complex configurations and bespoke hardware.Key Achievements·A “180 degree” improvement in customer satisfaction, resulting in significant increase of SaaS Sales for key Enterprise Customers, and further strengthening those customers’ relationship with Intale.·Reduced support incidents to a historical minimum (-60%), by starting an initiative to inspect and fine-tune each customer’s Retail Configuration in detail.·Improved the transparency of the company’s Operational Issues Resolution process, earning more trust from our Enterprise Customers, and allowing other departments to make better decisions in less time.·Improved the company's cash flow through the collection of past unbilled services.·Developed new business opportunities with enterprise customers.Main Responsibilities·Leading the Enterprise Support Team.·Managing requests from key enterprise customers, ensuring prompt implementation or issue resolution, including marketing campaign implementations, at-scale product price changes, PoS installations, etc.·Training customer employees, both remotely and on-site.·Visiting customer locations to collect feedback, analyze it, and present it back to the Product team.·Collecting product change requirements from enterprise customers, translating them to specifications, getting them approved by our Product specialists, and then managing implementation and billing.·Monitoring customer PoS equipment remotely, to proactively detect, track and resolve issues.·Training and drafting operational manuals for the Service Desk staff, to ensure the proper handling and timely resolution of enterprise customer requests.·Managing the monthly and annual billing cycle of key customer accounts.

Technology Operations & Support TeamMy role was to organize, supervise and coordinate the rollout of the new retail terminal to 4.000+ Stores. I was responsible to carry out all the necessary actions to ensure the smooth transition between hardware/software in terms of technical support. Before the rollout I had to implement modifications within the service desk system to categorize incidents aiming in the extraction of details through reporting. During the rollout I have lead a 2month temporary team of 15 Technicians and 10 support agents with the objective to support the end users and field technicians visiting the stores. After the rollout I have acted as the key person in terms of all the processes and procedures that needed to be implemented in order to improve the overall support of the product by participating in related workshops and projects as well as onboarding and training the 2nd Level Technical Support team members as the original team tripled in size. During that period, I was the key person to handle all vendor related communication and processes and the department logistics operations.Service Desk System Optimization.Spare parts and H/W stock monitoring.Service contract billing review.Report design and generation.Participation in the procurement of equipment & spare parts from overseas suppliers.Participation in the drafting of service contracts (RFI/RFP/SOW).Participation in the design of service management procedures.Participation in the pilot testing of new products.Overseeing the service delivery and SLA of service contractors.Overseeing and coordinating the team's logistics operations.Onboarding and training of 2nd Level Technical Support team members.Internal / External Technical Support documentation drafting.Coordinating the RMA and equipment Exports/Imports between vendors and customs.2nd / 3rd Level Technical Support, problem RCA and vendor escalation.

Reporting to the User Technical Support Department supervisorFollowing the acquisition of the Veropoulos Bros S.A. by the Metro Group, I was assigned to the IT Department to supervise and organize the hardware rollout to the stores that were scheduled to be migrated by handling all the logistics and technical preparation processes. Also, I was responsible to gather and evaluate all the IT hardware pulled from the stores. During this process, I had the chance to practice my trading skills by finding potential buyers for the used hardware and to promote my ideas on the exploitation of the used IT assets in regards of cost reduction for the group. Technical Support.Asset Management and Inventory registration procedures.Supervision of the Veropoulos Bros S.A. store hardware consolidation, overseeing a team of eight technicians.

Technical team coordination.Quality Assurance.Overseeing stores server and network infrastructure.Implementation of monitoring, graphing and automated alerting tools.

Technical Support Associate at Petroupoli, Peristeri & Korydallos Stores.Hardware maintenance.Managing and organizing spare computer parts for future use.Consulting for new hardware specifications or new store features. (Games, Programs etc.)Store Server and Networking infrastructure monitoring.

Reporting to the IT DirectorDuring my time with the company, I was mainly responsible for delivering technical support to all the organization, the procurement of IT related hardware and consumables, the analysis of the cost related to service contracts and the analysis of the TCO of the IT Store infrastructure. I was assigned the project of the electronic archiving of invoices/shipping documents and the electronic invoicing system in terms of configuration and support. Managing the procurement of Hardware and Consumables for the IT department, I took the initiative to grow the network of suppliers and to find alternative ways to reduce the cost of all the IT supplies. New deals and more effective negotiation of prices, resulted in a significant cost reduction of the consumables, spare parts, and new hardware.Annual service and hardware budget development.e-archiving & e-invoicing administration.Hardware service and maintenance.IT department procurement management and supplier network growth.IT asset management.IT project management.SLA monitoring and reporting regarding service contracts.Field service team coordination.Managed Print Services administration.Signature processors management.U.P.S. systems management.Overseeing the IT infrastructure by implementing automated monitoring, reporting and alerting tools.

Managing a small portfolio of customers, my main responsibilities were Sales and Customer Support.Establishing and maintaining the relationship between the customer and the company.Analyzing customer needs to provide the best cost-effective yet best quality plan to cover customers current and future needs.Presentation and recommendation of service plans to customers.Constant communication with the sales department to provide price quotations to customers involving custom plans.Providing technical support directly to customers via phone, email or On-site.Configuring hosting plans (Changing Quotations, Creating Email accounts, Adding Spam Filters etc.)Integrating customers clients (Email/FTP etc)

Installation and configuration of computer terminals, networking equipment, CCTV cameras & Digital Video Recorders.Network/Telephony cabling.

Reviewing and troubleshooting customer support tickets regarding ADSL/IPTV/Telephony issues, using network administration tools provided by the ISP.

Handling incoming calls and providing telephone or remote support.Replacing or repairing faulty computer and network hardware.Installation and configuration of new computer terminals.Network Cabling.

Handling incoming calls and providing telephone or remote support.Replacing or repairing faulty computer or network hardware.Installation and configuration of new computer terminals.Organizing spare computer parts for further usage.Network hardware and cabling installation.