Position: Senior Support Specialist
Category: Support
English level: fluent
Years of experience: 5

- I have troubleshot a wide-spread exceptional issue in a third-party software integrated into Citrix: the software refused to open files in Citrix-embedded Excel, throwing a non-related error message.
- Created a whole new knowledge base for a project: I was dissatisfied with the one created by the project’s Knowledge Management team, as it was incomplete, unclear, and did not suffice for the training I was providing for our new joiners. Hence I created my own knowledge base, explaining almost the whole project and basic IT troubleshooting. The whole documentation was almost 100 A4 pages with screenshots.
I have been working as L1, L1,5, and L1+L2 service desk supporter with Swedish and English for five years in different international companies in Poland. 

My primary and additional tasks have included:
- L1 service desk support with classic Active Directory administration, software troubleshooting and installations (+ minor SCCM administration), network troubleshooting, information gathering for L2/L3 resolving teams, handling other various everyday IT issues, Lotus Notes administration.
- Ticketing tools include ITSM (Remedy), Service-Now, Zendesk, Salesforce.
- Microsoft Office 365 and Azure administration: mailbox, distribution lists, contacts, and user creation and repair in on-prem and cloud environments. 
- Microsoft Office license handling (exporting and analyzing active users reports, bulk license assignment/removal).
- Investigation and repair of Active Directory to Exchange/Azure synchronization.
- Basics of Powershell and CMD scripting for administration purposes.

Right now my main responsibility is actually L2 Office 365 support and administration.

Soft skills:
- Mentoring junior colleagues. 
- Creating knowledge base articles and user guides.
- Performing service desk quality analysis: listening to calls, checking ticket handling.
- Minor team administration: creating shifts, managing leaves.

After those five years I can point out my three major passions, which I want to focus on in my further career:
- Active Directory and Microsoft Office/Azure administration.
- Software installation management in SCCM and issue troubleshooting. 
- Writing knowledge base articles, instructions, and user guides.
I would definitely like to avoid L1 and any other sort of front-line support.