As the overseer of IT and Technical Support for key players in the micro-mobility and EV charging sectors, such as Q-Charge, GO Sharing, and BinBin, I handle a multi-million-dollar budget annually. This responsibility ensures seamless operations and fosters innovation across all subsidiaries. Here are some of my achievements;- We provided 24/7 technical support for hardware and software for over 700 employees in 6 subsidiaries and 24 locations in the EU and Turkiye.- At the beginning of 2023, we acquired one of the biggest micro-mobility companies in the Netherlands (GoSharing), and I managed the IT and Technical Support part of the M&A/Due-Dilligence process. - Our team's implementation of a multi-tier internal service flow between Technical Support and the Engineering teams has significantly enhanced efficiency and shortened the first/full resolution time values, optimizing operations.- We implemented a cloud-based solution for IT inventory management to improve efficiency and adopted a global remote mentality.- We implemented a unique workflow for software license management in IT and software engineering, which saved us time and optimized procurement and renewal costs.

Invicti Security is a world leader in AppSec, enabling organizations to scan and secure all their web applications and APIs continuously and at the speed of innovation. The company provides AppSec capabilities to multiple industries, including education, government, healthcare, and financial services. As the General Manager, I was entrusted with managing a multi-million-dollar annual budget while directing and developing a highly skilled team of 185 professionals in Turkiye. Here are some of my achievements;- We redesigned our financial strategies, introducing an additional layer between the company and the local financial consultancy office. This proactive step aimed to prevent payment-related issues, achieve financial independence, and fully comply with local laws and regulations.- Since we are a rapidly growing software development company, we have conducted a series of studies on state tax exemptions and incentives. This has reduced our expenses by over 20%.- With the support of the global HR team, we developed and implemented an employee loyalty program. This initiative significantly improved our employee retention rate by 5% within a year, demonstrating our commitment to fostering a positive work environment.- Under our strategic growth initiatives, we successfully relocated the Istanbul office to a more strategic location and established a new office in Ankara. This move aimed to create a conducive work environment and enhance operational efficiency.

As the Director of Technical Support for Acunetix and Netsparker, I led a team of over 30 skilled support engineers, ensuring seamless operations and high levels of customer satisfaction. I worked closely with prestigious clients, including Forbes 500 companies, and provided expert technical support for joint projects with state and military institutions, particularly in the USA and other countries.Key Responsibilities:- Team Leadership: Directed a team of Technical Support Engineers, fostering a culture of excellence and efficiency.- Technical & Customer Support: Managed end-user expectations, ensuring effective problem resolution and maintaining high client satisfaction.- Escalation & Coordination: Developed escalation procedures and coordinated with cross-functional teams, ensuring rapid resolution of critical issues.- Software Oversight: Oversaw software installation, configuration, and troubleshooting in PC environments.- Performance Tracking: Monitored business performance and reported critical metrics to CEO/COO.- Strategic Planning: Contributed to annual business plans, integrating best technical practices.Achievements:- Achieved a 25% increase in One-Touch resolution rate (following additional actions taken through the self-serviced client policy).- Reduced the Customer Contact Index (CCI) by 30% within the first two quarters.- Decreased First Reply Time (Initial Response) to 4 minutes, significantly outperforming the industry standard of 4 to 8 hours.- Improved First Resolution Time by 35% through escalation chain and workflow enhancements.- Enhanced Full Resolution Time by 25% by implementing the Definition of Ready (DoR) procedure.- Reduced Requester Wait Time by 42% with the introduction of the DoR (Definition of Ready) policy.- Boosted CSAT Survey Response Rate by 35% through strategic adjustments to survey content and timing.- Maintained an average CSAT score above 99.59% across thousands of clients.

Asus is a multinational computer and phone hardware and electronics company headquartered in Beitou District, Taipei, Taiwan. Its products include desktop computers, laptops, netbooks, mobile phones, networking equipment, and monitors, and it is the world's 4th-largest PC vendor by unit sales as of January 2023.As a Senior Customer Support Manager, I was responsible for exceptional customer support and providing leadership and guidance to a team of 28 direct and indirect reports across the technical services and support departments. This included executing all operations efficiently to ensure a consistently high degree of customer service and support.In this role, I achieved a 50% increase in team productivity by identifying underperforming areas and developing and implementing enhanced policies and procedures. While also developing and implementing policy and operating procedure changes to ensure a streamlined approach to service and promoting consistent, timely, and quality customer support.As a People Manager, I created a culture of workflow optimization, planned and implemented schedules, and communicated job expectations, performance goals, and priorities to support efficiencies and streamlined operations. This role was highly technical, and I was often required to execute hardware/software troubleshooting, maintenance, repairs, and upgrades on Windows-based workstations, laptops, desktops, network products, mobile phones, and other goods.

Kont Bilisim is a hardware manufacturing company based in Istanbul, Turkey. As a System Administrator, I was responsible for all systems implementation, network and server operations, and technical support activity. This was a people management role where I oversaw operations across three branches and managed over 250 employees.Throughout my time with Kont Bilsim, I was responsible for the project managing the barebone notebook production line in accordance with predefined specs. Whilst simultaneously ensuring the timely addressing and resolution of support tickets/requests regarding PC hardware, network, ERP, and software issues; collaborated with network services to ensure resolution of IP and subnet conflicts, as well as other network issues.Lastly, I conducted PC imaging via System Center Configuration Manager and Symantec GhostImager and registered domains when new deployments were necessary. And maintained in-house server structure to include Exchange server, ISA server, Active Directory, File server, etc.

Responsible for help desk support and computer system installations for a nationwide Turkish nationwide television station.-Provided individualized computer help desk support via telephone communications with employees.-Addressed and resolved technical issues; conducted diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.-Ensured compliance with specifications in the planning, assembly, and installation of computer systems.-Installed and configured IT network components and assisted in the implementation of designed IT network configurations.

I supported a direct sales team, managed post-paid/pre-paid subscription applications, and provided the required documents to the Turkcell HQ.