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Kyryll Shnaider
2nd Level Service Desk Agent – Diebold Nixdorf
Варшава
Опыт работы
Diebold Nixdorf
2 года 11 месяцев
2nd Level Service Desk Agent
мая 2020 - Present (1 год 11 месяцев)
Warszawa, Woj. Mazowieckie, Polska
• resolving IT issues registered by L1 Agents or being created by an automatic monitoring system;
• registration and work on service incidents (Oracle CRM, ITSM, ServiceNow);
• remote technical support for customers;
• analyzing and solving data-related issues (databases management, maintain,etc.);
• support for POS application, OS, network, etc. issues;
• remote installation and configuration of software for new or migrated stores and restaged endpoints;
• providing required support for L1 Agents;
• forwarding to higher instances for required support;
• technicians support.
1st Level Service Desk Agent
мая 2019 - мая 2020 (1 год 1 месяц)
Warszawa, Woj. Mazowieckie, Polska
• acceptance, distribution, and monitoring of service requests;
• support for customers via phone and email;
• on-call HW/SW troubleshooting;
• escalating issues that cannot be solved on-call;
• responding to incoming issues and log incidents (Oracle CRM);
• logging and updating all key information about the reported issue;
• incident flow control.
CCG International
Technical Specialist
октября 2017 - апреля 2019 (1 год 7 месяцев)
Warszawa, Woj. Mazowieckie, Polska
• maintenance of computer equipment;
system setup;
• PC supporting;
• local network layout.
ITC Agromat Ltd
Regional Logistics Manager
июня 2017 - августа 2017 (3 месяца)
Kijów, Kyiv City, Ukraina
• sending goods to the customer;
• support of the customer's goods;
• acceptance of goods;
• registration of orders for goods;
• customer support;
• problem solving with good's delivery.
Образование
Interdisciplinary Management Academy, Kiev, Ukraine
Bachelor's degree, Economics · (2010 - 2015)
