Technical Support Business Systems

Collins Imene

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Email: ************@*****.***

Profile

Experienced Application Support Analyst with a strong background in incident management, technical support, and business systems administration. Adept at troubleshooting complex technical issues, providing end-user training, and ensuring seamless system performance. Proficient in ServiceNow, Azure Cloud, SAP, and CRM platforms. Core Competencies

• Technical Support: Incident resolution, troubleshooting, application support, and system monitoring.

• Network & System Support: Business systems, network administration, and Internet support.

• Software & Hardware: Installation, configuration, and maintenance of operating systems, applications, and peripherals.

• User Assistance: Providing training, consultation, and solutions for users' technical difficulties.

• Documentation & Process Improvement: Maintaining problem logs, researching solutions, and optimizing workflows.

• Backup & Recovery: Web-server backup, and risk mitigation strategies.

• Customer Service: Strong communication skills, client support, and incident management. Professional Experience

Customer Advisor

CPM International Telebusiness SLU, Slovakia 01/2024 – Present

• Provided business systems and network support to users, troubleshooting technical issues efficiently.

• Managed incident tickets, ensuring prompt resolution and documentation for future reference.

• Managed and configured employee workstations, ensuring proper software installation.

• Delivered customer service by training users and offering proactive support. Mobility Advanced Technical Support

AT&T Global Network S.r.o, Slovakia – 09/2022 – 10/2023

• Responded to technical issues, troubleshooted issues, and implemented solutions.

• Consulted technical manuals and user guides to ensure accurate problem resolution.

• Conducted Web-server backup and recovery operations to safeguard critical business data.

• Managed incidents, maintained detailed logs, and collaborated with teams for process improvement.

Technical Care Associate

AT&T Global Network Services S.r.o. Slovakia – 09/2022 – 10/2023

• Provided first-line technical support for network services, system access, and application usage.

• Installed and configured software, ensuring seamless functionality for employees.

• Assisted in troubleshooting user-reported issues, maintaining an organized problem log. Junior Back Office Analyst

Billa Super Stores, Slovakia – 03/2018 – 09/2018

• Managed and maintained accurate financial transaction records and database systems.

• Provided support in system and workflow analysis, ensuring operational efficiency. Education & Certifications

• MSc in Marketing Management, U.M.B., Slovakia

• BSc in Accounting and Finance, Delta State University, Nigeria

• Certificate in Mobility Advanced Tech Support, AT&T

• ITIL Foundation Certification (Planned)

Additional Training

• Behavioural Style and Effective Time Management, Bratislava

• Business Process Optimization and Payment Systems (Self-study). Interests

Passionate about business process automation, system optimization, problem-solving, technology advancements, and cultural exploration.

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