L2 Support Specialist & Linux Administrator

Candidate, working in L2 support role since 2018, also worked on security message analysis, active task management with L3 support. She has experience with agile methodologies. Her English is at a very good communication level as she is working in a foreign company. She has experience with team leading as she has worked in a position where she led and mentored 20 people.

07/2021 - present IT Service Desk Specialist

• Operations and workforce management
• Service desk agents shifts scheduling and evaluation using KPI methods
• Newcomers onboarding process
• Active task management with L3 support
• Active participation on long term migration projects (OneDrive for Business, Microsoft Teams, Windows Defender)
• Participation on branch expansion project together with Facility Management
• Meeting leadership using agile methods (Kanban Board, Backlog, active assessments with helpdesk agents)
• Participation on long term software enablement projects (internal development)
• Analyzing security reports
• Improvements presentation and design (group and team)
• Building KB with internal tool Service Now based on service requests topics

11/2017 - 03/2020 Helpdesk Support

• L1 + L2 support
• Communication with customers, troubleshooting.
• Responsibility for SLA compliance.
• Recording and solving technical problems, eventually their escalation to L3.
• Testing applications and software.
• Cooperation with the development department.
• Proposals for internal processes, applications and software solutions.
• Creating manuals and knowledge base for supported software.
• Setting communication standards.
• GDPR - creation and processing of plans to eliminate IT risks for customers (from 50 to 20,000 employees) in SW and HW part. Risk identification associated with possible leakage of personal data and suggestions for risk elimination.

11/2012 - 11/2017 - Call center mentor

• Evaluation of team members (communication, sales, performance).
• Setting up plans for the group as well as the individual, training, workshops.
• Customer line operation.
• Reporting, employee motivation.
• Planning of teambuilding and out-of-work activities.
• Responsibility for implementing the plans.
• Cooperation with leader and manager...