- Leading the team with 15 members with varying levels of experience and knowledge.- Managing several IT services.- Developing and implementing customer service policies, procedures and standards to ensure customer satisfaction.- Coordinating with other departments to ensure customer service objectives are met.- Management of various projects: Vulnerabilities removal from Factory environment; Moving IT infrastructure to new office; CMDB Remediation.

- Managed the project of departmental data migration from on-premises servers to the cloud.- Managed the project of Help Desk Chatbot implementation.- Managed the project of Help Desk transition from central to global solution.

As an IT Digital Workplace Analyst, I’m committed to IT transformation for EEMEA region in order to build the most empowering digital workplace experience for our employees. I'm also committed to creating a workplace that uses physical infrastructure, devices, and cloud services to create a world-class, integrated experience for every employee at PMI.I’m a coordinator of the projects whose main goal is the implementation of Microsoft 365 tools. So far we have implemented a lot of tools such as OneDrive, MS Teams, MS Sharepoint, MS Planner, MS Whiteboard, MS Forms, and Power BI.That way we have successfully implemented new ways of working and adopted our environment as a cloud-based environment and thus made work processes faster and easier for our end-users.Additionally, I am in charge of developing and conducting specialized training aimed at enhancing user's IT capabilities.

- Resolved customer inquiries via phone and email, consistently achieving the targets.- Developed and maintained positive relationship with customers through excellent communication and follow up skills.

As an Online Marketing Analyst, I dealt with products advertising on social networks and attracting more followers on them.