Team Leader

The candidate is a Team Leader who has been working in the field for 11 years. He is currently in charge of a team consisting of seven people, working together to prepare organizational changes, coordinate third party collaboration and HD. He is in charge of unifying under one support team, dealing with administrative and legislative requirements towards HD and mobile device management and overall connected everything regarding the helpdesk. English is not a problem for him, he has it at B2 level, he also uses it at work. Availability 2 months notice.

02/2015 - Present, Team Leader Helpdesk

• Resolving user escalations and providing support for quality, process, and time-related issues.
• Preparing and updating working instructions for helpdesk processes.
• Collaborating on organizational changes related to employee and equipment relocation.
• Coordinating the resolution of security incidents on infrastructure within the helpdesk team.
• Coordinating collaboration with third parties and the helpdesk team.
• Handling administrative and legislative requirements for the helpdesk, such as audit outputs and environmental compliance.
• Testing new devices and hardware configurations within the helpdesk's competence.
• Managing the disposal and removal of decommissioned hardware.
• Distributing hardware and helpdesk technicians to the warehouse in Ivanka pri Dunaji.

04/2010 - 02/2015, Team Leader Hewlett-Packard Helpdesk

• Coordinating the end-user support team.
• Transferring technological know-how to team members.
• Monitoring the performance of team members.
• Providing administrative support to the employer in relation to the customer project.
• Taking responsibility for actively handling assigned tasks and incidents related to computer systems, networks, and communication tools for end-users.
• Participating and communicating with third parties to resolve issues and plan change activities.
• Administering and reporting changes resulting from the change process in CMDB.
• Monitoring and maintaining the monitoring system, ensuring the functionality of monitored components.
• Monitoring and controlling security, security components, and settings.
• Performing routine operations to ensure the functionality of computer systems, networks, and communication tools for end-users.
• Performing installation and reconfiguration tasks related to computer systems, networks, and communication tools for end-users.
• Monitoring information from system and application software vendors and suppliers, testing and applying relevant security patches, patches, and necessary software updates.
• Administering system and application accounts.
• Fulfilling other tasks as instructed by superiors.

11/2008 - 03/2010, Helpdesk Technician

• Taking responsibility for actively handling assigned tasks and incidents related to computer systems, networks, and communication tools for end-users.
• Participating and communicating with third parties to resolve issues and plan change activities.
• Administering and reporting changes resulting from the change process in CMDB.
• Monitoring and maintaining the monitoring system, ensuring the functionality of monitored components.
• Monitoring and controlling security, security components, and settings.
• Performing routine operations to ensure the functionality of computer systems, networks, and communication tools for end-users.