The fundamental purpose of this position is to provide end-to-end management and coordination of all aspects related to incidents, major incidents and problems and changes arose within BDO Global IT. Work closely with Global IT Application support, Infrastructure, Development, Change management team and Member Firms to ensure that Operations standards are established and adhered too.This necessitates high levels of service level management and leadership through coordinating the technical implementation and operation of current and projected Global IT services.

Leading 2 teams of Sales Executives responsible for Dell EMC and HPE warranty and supportcontracts renewals.

I've been managing a distributed team of technicians responsible for engagement andmanagement of network carriers and 3rd parties providing various network services to Interouteand its customers.Main duties:▪ Supervising the day to day activities of the team.▪ Monitoring staff attendance and performance levels.▪ Follow-ups and escalations within the provider's organization during incident lifecycle, ensuringits resolution within the SLA.▪ Providing regular updates to internal and external customers on escalated cases.▪ Assuring all network incidents are handled with the necessary attention and efforts from allparties.▪ Regular team meetings and 1:1 with all individual members, ensuring team targets are on trackand each individual's performance is at the desired level.▪ Owner and manager of the Supplier management process, including regular service reviewswith most network providers, equipment vendors and other 3rd parties.▪ Involved in Problem Management, Request Fulfillment process and Change Management.▪ Daily, weekly and monthly communication, reporting and presentation to the seniormanagement up to SVP level.

I've been managing and fully accountable for a team of MS Exchange engineers supportingMicrosoft Office 365 customers in the EMEA region.Main duties:▪ Maintaining the necessary level of customers satisfaction required by Microsoft.▪ Handling escalations from Enterprise customers and working with internal and/or externalcolleagues towards complete resolution.▪ Reporting activities - to verify team results are on target and reported to senior management.▪ KPIs and customer’s feedback analysis - immediate actions taken to bring back the KPIs ontrack and direct communication with unsatisfied customers to assure them all actions are takenfor improving their further experience and satisfaction.▪ Call monitoring and case quality review follow up - coaching sessions with the team members,based on QA reviews and highlights for improvement or best practices.

I've been maintaining required customer service levels by supervising daily call center operationsand adjusting systems and staffing, as per the current business needs.Main duties:▪ Researching and resolving escalated calls in the 24/7 Technical Support and Customer Servicedepartment.▪ Often covering night and weekend shifts without supervision from the senior management.▪ Performing quality reviews of phone calls and emails followed by coaching sessions deliveringfeedback on agent's performance and further development needs.▪ Assisting the Operations Manager with daily operation of call center to include the development,analysis and implementation of staffing, training, scheduling, and reward/recognition programs.▪ Leading training sessions for new hires on specific handling of important customers.▪ Preparing annual performance reviews for my team members and involved in the salaryincrease process.

Communicating with customers via phone, email and chat and answer technical and/or billingquestions regarding Web hosting and Internet applications and services.Main duties:▪ Performing troubleshooting steps and gathering all necessary information to determine rootcause of technical issues.▪ Providing recommendations and directions for successful first-call resolution to ensure customersatisfaction.▪ Escalating to higher level of support, when needed.▪ Reporting issues affecting multiple customers to management.▪ Answering billing questions and updating billing information after proper customer verification.▪ Processing credit card payments.▪ Demonstrating adequate and up-to-date knowledge in all commonly used Standard OperatingProcedures and troubleshooting practices.