Currently, I work as Technical Support Team Lead at Netops delivering exceptional support to customers through phone, email and chat. I lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training.RESPONSIBILITIES:• Oversee the day-to-day operations of the Technical Support Team• Act as a senior agent who will drive customer satisfaction through customer support• Provide direct supervision of the technical support staff which may include:recruitment, evaluations, and disciplinary actions• Act as a mentor and provide oversight, coaching, and training to technical support staff• Be the point of contact when it comes to technical escalations• Record and track team SLAs and workflows• Provide support where needed for both internal and external customers.• Clearly communicate escalated issues to Tier 3 and product managers as needed• Manage and report on all incoming technical support inquiries• On-board all new technical support team members• Assist in the creation of the team KPIs as well as monitor and report on results• Be actively involved with the operational delivery and UAT if required for new services• Monitor team performance and report on metrics• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner• Work to create any relevant support material for the team• Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents• Implement any necessary preventive measures to reduce customer faults and issues• Review all technical support related processes and documentation for continuous improvement• Assist in the creation and implementation of customer self-service material and tools• Evaluate and analyze WHMCS case trends to prevent future issues

Working with the team all day with bouncing ideas, sharing solutions, and discussing video games and movies. Had a chance to communicate to both clients and team members at both technical and non-technical levels.RESPONSIBILITIES:• Performing high-level, day-to-day operational maintenance, support, and upgrades for complex operating systems, workstations and servers.• Coordinating, directing and performing complex software installations and upgrades to operating systems and layered software packages.• Scheduling installations and upgrades and maintaining them in accordance with established IT policies and procedures.• Continually monitoring and tuning multiple systems to achieve optimum performance levels.• Ensuring workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions of varying complexities.• Ensuring data/media recoverability by developing and implementing a schedule of system backups and database archive operations.• Planning and implementing the modernization of servers.• Developing, implementing and promoting standard operating procedures and schedules.• Conducting hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.

Working as a Junior Front-end Web Developer for Atiscom Sarl I had the chance to work on various global projects as well as support the design and implementation of their own website and a range of interactive data tools.RESPONSIBILITIES:• Maintain, update, and improve WordPress-based websites including monitoring and optimizing performance, fixing bugs and addressing user feedback, designing and implementing user-experience improvements, and assisting in the design of taxonomies and adoption of content management best practices.• Maintain and build compelling interactive web tools using PHP.• Assist in outlining development road maps, establishing web development best practices, and ensuring products are delivered on time and within scope.• Provide clear and robust technical documentation for all work performed.• Work efficiently without jeopardizing quality of work• Maintain flexible, team attitude – startup!