Yigit Ipcioglu Email & Phone Number

Atlanta, Georgia, United States

Istanbul, Turkey

• Worked closely with the International Sales Team and Professional Services to ensure customer needs are met and to identify potential growth opportunities• Communicated progress reports regarding product development projects to executive leadership teams.• Collaborated with engineering teams to identify root causes of customer issues and develop corrective action plans.• Maintained up-to-date knowledge of products, services, features, and pricing structures.• Managed multiple accounts simultaneously while maintaining high levels of service quality.• Developed customer relationships and managed customer expectations to ensure customer satisfaction.• Coordinated cross-functional teams across departments to resolve complex technical challenges quickly.• Delivered timely resolutions for all reported incidents from customers in accordance with SLAs set forth by the company.

Istanbul, Turkey

• Provided implementation and support for SWIFT applications to customers.• Provided implementation and support Fineksus Payment and Anti Money Laundering (AML) applications for customers, including PayGate Maestro®, Search®, Reconciliation®, Analytics®, Validation®, Inspector®, and Analyzer®.• Provided implementation and support SWIFTNet connectivity solutions, such as Gateway, SWIFTNet Link, and VPN Box.• Consulted on and provided implementation Disaster Recovery tests and production scenarios for banks.• Troubleshooted software installation and configuration issues for Web Applications, Databases, Servers, IIS, and Active Directory.• Install, configure, and administer MS SQL Server.• Managed cases and follow up within SLAs using Microsoft Dynamics.• Remotely connected to customer sites to provide support for any issues.• Conducted periodic visits to customer banks for general system maintenance.• Tested and implemented new product modules as developed.

Istanbul, Turkey

• Designed and maintained CI and CD pipelines using Jenkins for continuous integration and delivery of software applications.• Managed source code repositories such as GitLab, GitHub by creating branches, merging pull requests.• Created Ansible playbooks for automated configuration management of servers running Linux OS.• Implemented monitoring tools such as Prometheus, Grafana, ELK stack to monitor the health of systems.• Performed root cause analysis to identify issues with systems performance and reliability.• Performed server hardening activities such as applying security patches, configuring firewalls.• Integrated third party services like Slack and PagerDuty with existing applications for better incident management capabilities.• Managed Windows and Linux virtual machines using VMware.

Istanbul, Turkey

• Installed and configured KOBIL applications (Secovid - Software & Hardware, Ldapc, Desktop App, database installations for test purposes, etc.) on Windows and Linux operating systems.• Integrated and tested new Android application packages.• Utilized SoapUI methods during the integrations.• Performed database operations using SQL/Oracle Queries.• Documented and organized new projects.• Worked with JIRA and Confluence.• Configured and maintained computer systems, including desktop PCs, laptops, printers, mobile devices and network equipment.• Performed regular maintenance tasks such as virus scans, disk cleanups, patch installations and system backups.• Set up Active Directory and Exchange accounts for new users and groups.• Troubleshot issues on device-specific problems, network performance, and internet connectivity.• Created user accounts, managed passwords and implemented access control policies.• Troubleshot networking issues such as IP addressing conflicts, DNS server settings.• Managed inventory of IT assets such as desktops, laptops and peripherals.• Configured and tested new hardware and software.

Istanbul, Turkey

• Installed and configured Smart Message applications (SMS, MMS, E-Mail, etc.).• Performed system tests, checked logs, and ensured the system operated correctly.• Ran applications through Windows services and IIS (Web Services).• Installed and configured IIS.• Integrated Windows and Linux-based applications.• Established the system infrastructure for the proper functioning of the software.• Ran applications, configured, and provided technical support via SQL, Oracle, MongoDB.• Performed database operations using SQL Queries.• Analyzed and solved technical or product-based problems.• Worked closely with the project team and level-2 support for their customers.• Analyzed software problems and transferred them to related units.• Reported and documented according to organizational standards.• Worked with JIRA & Confluence.• Provided remote/local installation or technical support to customers.

Istanbul, Turkey

• Debugged and troubleshooted complex technical issues.• Organized and planned daily software support activities.• Managed integrations with clients and acted as their trusted partner.• Provided technical leadership to the customer and customer support team.• Attended meetings and provided executive reporting on support activities.• Ensured proper processing and management of clients' support requests.• Proactively prevented or defused crises, and when they could not be avoided, raised alerts.• Planned and organized training activities to maintain and develop own technical skills and product knowledge.• Cooperated with IT development teams as responsible for defining IT errors, any new development, and any bug fixing requirements.

Istanbul, Turkey

• Provided technical support to customers regarding their payment options and troubleshooting any related issues.• Researched customer inquiries concerning payments received or pending refunds and credits issued.• Successfully managed daily operational tasks, such as payment processing and reconciliations, while adhering to established policies and procedures.• Monitored incoming funds from customers to ensure timely deposits into designated accounts.• Provided internal and external reporting for virtual payment operation systems and physical devices.

Istanbul, Turkey

• Conducted version tests to ensure software updates met quality standards.• Performed integration tests to verify seamless operation with other systems.• Executed quality assurance tests to guarantee the reliability and functionality of products.• Managed documents related to projects, ensuring organization and accessibility.• Utilized JIRA for efficient tracking and resolution of issues.• Provided comprehensive customer management and support services.• Utilized Confluence for effective document sharing and collaboration.• Monitored system performance using Dynatrace and Applications Manager.• Engaged in pre-sales operations including training and product presentations for customers.• Facilitated post-sales operations, including deployment, installation, and full support of sold products.• Provided outbound customer support to clients in Poland (E-Service), Croatia (ISPC), and Morocco (CMI).

Istanbul, Turkey

• Maintained a high level of professionalism when dealing with difficult customers.• Handled customer complaints and inquiries in a courteous and efficient manner.• Provided exceptional customer service to ensure customer satisfaction.• Resolved customer complaints promptly and efficiently.• Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.• Developed positive relationships with customers through friendly interactions.• Responded to telephone inquiries and complaints following standard operating procedures.• Logged details of customer service calls in computer system following correct protocols.• Met daily customer service quotas with a focus on quality.

Associate’S Degree, Computer Technologies And Programming

Bachelor’S Degree, Business Administration

Science And Maths