Özgür Özbek
Lecturer/Coach
Experience
Lecturer/Coach
- Lead coach of a bootcamp for support staff
3rd Level Support & Mobile App Administration
Automotive and Energy Industry
- Processing and coordination of 3rd level support requests for mobile apps (iOS & Android)
- Coordination of backlog and bug reports using Azure DevOps in sprints
- Technologies: PowerShell, Bash, ITIL, Kubernetes, Docker, VMWare, Linux, HTML, CSS, JavaScript, TYPO3, FirstSpirit, Joomla, Drupal, Adobe Creative Suite, Atlassian Tools (JIRA, Confluence, Trello), ServiceNow, Matrix24, CM6, Powercloud
Support Line Team Lead
Insurance
- Coordination and prioritization of SP hotline staff
- Coordination of support and maintenance activities
- Process optimization
- Training and development of SP agents
Team Lead 3rd Level & VIP Support
Bank
- Administration of support operations
- Training and further education of 1st and 2nd level support staff
- Creation and maintenance of a knowledge database
- Handling of 2nd and 3rd level support tickets that could not be closed at earlier stages
- VIP support and floorwalker duties
- Customer- and solution-oriented support for VIP users
- Conducting user training for deployed applications
Application Development and Administration
Freelance
- Development and administration of applications using MS Active Directory, TYPO3, JIRA, Confluence, IBM Lotus Domino and Apache
- Building and maintaining complex websites
- Graphic, logo, and design work
2nd Level OnSite Support
Bank
1st Level OnSite Support
Public Service
Industry Experience
See where this freelancer has spent most of their professional time.
Experienced in Information Technology, Banking and Finance, Government and Administration, Insurance, Automotive, and Energy.
Business Area Experience
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Experienced in Information Technology, Customer Service, Product Development, Human Resources, and Operations.
Summary
With over 25 years of experience in the IT industry, I have built extensive knowledge and skills that allow me to handle complex challenges efficiently and effectively. Alongside my previous roles, I have successfully completed and managed numerous projects as a freelancer in application development and administration.
Skills
Ms Active Directory, Exchange, M365
Ms Azure Cloud, Ms Devops
Cloud Technologies, Ci/cd, Git, Svn
Oracle, Mssql, Mysql
Powershell, Bash, Itil Standard
Kubernetes, Docker, Vmware, Linux
Html, Css & Javascript
Typo3, Firstspirit, Joomla, Drupal
Adobe Creative Suite
Atlassian Tools (Jira, Confluence, Trello)
Servicenow, Matrix24, Cm6, Powercloud
Extensive Knowledge In System And Network Administration, Especially In Active Directory Management In The Banking And Insurance Sector.
Effective Use Of Agile Methods In Mobile App Support Within The Automotive And Energy Industry, With A Focus On Sprint Planning And Process Optimization.
Powercloud And Atlassian Tools (Jira, Confluence): Long-term Use In Project Planning And Knowledge Management For Process Improvement And Documentation Of Complex It Projects.
Strong Communication Skills: Effective Interface Between Teams And Departments, With Clear, Audience-appropriate Communication Style To Avoid Conflicts And Optimize The Work Environment.
Process Optimization: Analyzing And Improving Existing Workflows To Reduce Response Times And Enhance Team Performance And Customer Satisfaction.
Coaching And Knowledge Transfer: Targeted Training And Hands-on Workshops Promote An Independent Support Culture And Sustainable Knowledge Growth.
Languages
Certifications & licenses
Certified SCRUM Master
Microsoft Certified Professional
Statistics
Experience
Expertise
Qualifications
Profile
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