Customer Service Support Specialist
Resume:
C O N TACT
*********@*****.***
Ridgewood, NY 11385
phone
address
C A R E E R O B J E C T I V E
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business
performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company
objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and
increase service value.
E D U C ATION
July 1995
Master Of Science (M.S.) In Electronic Engineering Polytechnic University Of Tirane, Tirane, Albania E X P E R I E N C E
February 2020 - March 2023
IT Support Specialist
General Directorate of Road Transport Services,
Tirane, Albania
May 2018 - November 2019
Technical Lead
Albanian Bradband Communications (ABcom), Kavaje,
Albania
• Created and maintained technical documentation.
Conducted customer service recoveries using
technical knowledge and business skills.
•
Used proactive monitoring procedures and tools to
identify problem-prevention opportunities.
•
Prepared evaluations of software and hardware
and recommended improvements and upgrades.
•
Diagnosed network problems by running ping tests
and traceroutes to isolate the source of the issue.
•
Conferred with staff, users, and management to
establish requirements for new systems or
modifications.
•
Diagnosed complex network problems by gathering
information from multiple sources.
•
Set up equipment for employee use, performed
and ensured proper installation of cables, operating systems, and appropriate software.
•
Installed and performed minor repairs to hardware, software and peripheral equipment, following
design, and installation specifications.
•
Entered commands and observed system
functioning to verify correct operations and detect errors.
•
Regarded computer software and hardware
operation resolved problems.
•
Investigated software issues by troubleshooting
and analyzing systems.
•
Guided team through technical obstacles with
expertise of system details.
•
Hired and trained technical personnel to
accomplish company tech goals.
•
L A N D I C A K A
July 2012 - May 2018
IT Manager
Albania Telegraphic Agency, Tirane, Albania
November 1995 - March 2012
Technical Lead
Albtelecom Sh.a., Kavaje, Albania
Created end goals for motivating technical team
efforts.
•
Contacted new or existing customers to promote
specific products or services.
•
Answered customers' questions about products,
prices, availability, and credit terms.
•
Evaluated usage of company technology by
identifying potential areas of improvement in
software upgrades.
•
Guided software developers on complex projects,
assisting with project completion.
•
Communicated business and technology goals to
employees in different departments.
•
Assigned and reviewed work from systems analysts,
programmers and software developers.
•
Managed delivery of projects and programs to
achieve desired quality outcomes.
•
Cooperated with department heads, managers and
supervisors for creation of coherent goals for IT
department.
•
• Managed backup, security and user help systems.
Evaluated organization's technology use and needs
and recommended improvements to hardware and
software.
•
Consulted with users, management, vendors, and
technicians to assess computing needs and system
requirements.
•
Hired and trained technical personnel to
accomplish company tech goals.
•
Updated software and applications to optimize
technical capabilities.
•
Directed tech personnel to proficiently address
organizational tech requirements.
•
Guided team through technical obstacles with
expertise of system details.
•
Studied documentation for new scientific or
technical products.
•
Completed expense reports, sales reports, or other paperwork.
•
Maintained customer records, using automated
systems.
•
Verified that delivery schedules met project
deadlines.
•
L A N G UAGES
English
Advanced
•
Italian
Fluent
•
Albanian
Native
•
S K I L L S
• Backup and Recovery
• Wireless Area Networking
• User Experience
• Data Connectivity
• Software and Hardware Implementation
• Technical Equipment Inspection
• Organizational Skills
• Operating System Management
• Hardware Upgrades
• Troubleshooting Network Issues
• Wide Area Network (WAN)
• System Administration
• Maintenance and Troubleshooting
• System Upgrades
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