Position: IT Helpdesk Manager
Category: Support
English level: upper
Years of experience: 10

As a Digital Communication Manager:
Successfully implemented improvements to the sales process and provided excellent service to passengers, resulting in a significant increase in revenue year over year. As a result of my outstanding performance, I was promoted (with a salary increase) every 6 months.

As a Helpdesk Engineer (Tier 1-2):
Constantly maintain the highest SLA level, Documentation, and procedures deployment and improvement. Promoted to Helpdesk manager.

As a Helpdesk Manager:
Optimized internal processes and procedures, leading to a 20% boost in productivity and a significant decrease in support tickets. Successfully onboarded six new clients while effectively training five new team members.
Seasoned IT Helpdesk Manager and Digital Communication Manager, boasting over 10 years of experience in managing and supporting IT and communication services across diverse industries. Proficient in leading a team of support technicians, engaging in contract negotiations with potential clients to foster revenue growth, delivering outstanding customer service, and ensuring precise and impactful communication content. Highly skilled at optimizing processes and devising innovative solutions to address complex challenges.