Djiro Sarkisian Hayrapetian
Bonheiden
Summary
Hardworking and passionate job seeker with proven ability to analyze, diagnose and resolve computer issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. A multi-tasker who excels at staff training with a track record of inspiring great customer service and customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Desk Engineer
DP World
03.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Respond to IT support requests via phone, email or ticketing system.
- Troubleshoot hardware, software and network issues.
- Install and confiture new software and hardware.
- Process requests for passwords resets, permissions, and security updates.
- Create knowledge base articles and FAQs to assist users in resolving common issues.
IOS Software Support Specilist 2nd Line
Medicim
04.2023 - 03.2024
- Assisted in the creation of product documentation and user guides, enabling customers to better understand software functionality and features.
- Provided remote assistance to clients experiencing technical difficulties, reducing downtime and minimizing disruptions to their operations.
- Collaborated with development teams to identify bugs, leading to faster resolution times and improved product quality.
- Tested new software and hardware prior to deployment.
Technical Support Representative 1st Level
Medicim
09.2021 - 03.2023
- Utilized remote desktop tools effectively, allowing for swift diagnosis and resolution of user issues.
- Managed high call volumes while providing technical support.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns..
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
IT Consultant
HPE
09.2016 - 04.2019
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Directed dispatching, routing of technicias all over EMEA.
- Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
- Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
- Diagnosed and troubleshot hardware
Education
CVO Campus
Mechelen, Belgium01-2012
Skills
- Remote support
- Software support
- Hardware support
- Active Directory
- Windows systems
- Hardware troubleshooting
- Adaptability and problem solving
- Training and Education Abilities
- Ticketing system
- Intune device management
- Microsoft 365
- Sharepoint
Certification
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- Microsoft Certified, Micrososft Fundamentals (MS-900) - Microsoft.
Languages
English
Advanced (C1)
Dutch
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
French
Upper intermediate (B2)
Timeline
IT Service Desk Engineer
DP World
03.2024 - Current
IOS Software Support Specilist 2nd Line
Medicim
04.2023 - 03.2024
Technical Support Representative 1st Level
Medicim
09.2021 - 03.2023
IT Consultant
HPE
09.2016 - 04.2019
CVO Campus
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