Volunteering in organizing marathons
KETEVAN GVINCHIDZE
Service Desk Analyst
Tbilisi
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Administrator/Receptionist
Ameri Plaza Hotel
05.2021 - 07.2021
- Make and confirm reservations for guests
- Register and check guests in
- Compute all guest billings, accurately post charges to guest rooms and house accounts
Junior Service Desk Specialist
EPAM
08.2021 - Current
- Provide quick resolution and excellent customer service
- Keep record of problems and their resolution
- Follow-up with customers
Middle Service Desk Specialist
EPAM
06.2022 - Current
- Mentoring newcomers
- Updating Adaptation programs and instructions for operators
- Monitoring new requests and incidents, Problem Resolution, Escalation request to Management( If needed)
- Keep record of problems and their resolution
- Follow-up with customers
- Monitoring in non-standard shifts, performing On-Hand responsibilities;
- Processing incoming Requests in accordance with established KPIs
Flight Representative
Azal - Tbilisi International Airport
09.2023 - 11.2024
- Handle customer inquiries
- Ensuring a smooth travel experience
- Selling tickets
- Adding baggage and different services
- Gathering documents and report creation
- Manage requests for assistance, such as for unaccompanied minors, elderly passengers, or individuals with disabilities.
- Address any passenger issues or complaints, such as flight delays, cancellations, or seating problems.
- Offer alternatives for rebooking in case of disruptions.
- Work with customer service to resolve conflicts or difficulties passengers may face.
- Ensure passengers have a positive experience by offering assistance with accessibility needs
- Provide information about flight schedules, delays, gate assignments, and services.
IT Service Desk Analyst
EPAM
05.2024 - Current
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Diagnosing and resolving the issues where the process is not clear
- Managing complex problems and escalating it to appropriate teams
Education
School of Humanity and Liberal Arts - Female Emancipation, Problem According To, Virginia Woolf
Georgian-American University
09.2017 - 07.2021
Skills
Stress Resistance
Critical Thinking
Communication
Detail Oriented
undefinedAccomplishments
- Winner Of Literature Project, Youth Palace Georgia, 2015
- School Essay Winner, 2014
Certificates And Trainings
- New Leaders Initiative - Summer School, 08/01/19, Leadership
- Language and Cognitive Sciences Research Institute, 12/01/19, Participation In The Fourth Scientific Student Conference In Linguistics Theories, Methods and Data Analysis
- Georgian - American University, 05/01/18, Leadership and Management
- Getting Ready For Mentoring, 03/01/22, To learn different approaches for potential mentors
Interests
Passionate about crafting and DIY projects
Timeline
IT Service Desk Analyst
EPAM
05.2024 - Current
Flight Representative
Azal - Tbilisi International Airport
09.2023 - 11.2024
Middle Service Desk Specialist
EPAM
06.2022 - Current
Junior Service Desk Specialist
EPAM
08.2021 - Current
Administrator/Receptionist
Ameri Plaza Hotel
05.2021 - 07.2021
School of Humanity and Liberal Arts - Female Emancipation, Problem According To, Virginia Woolf
Georgian-American University
09.2017 - 07.2021
Similar Profiles
Megi EkaladzeMegi Ekaladze
General Manager at Ameri PlazaGeneral Manager at Ameri Plaza
Karen SmythKaren Smyth
Conference and Banqueting Manager at The Gateway Hotel (formerly known as The Crowne Plaza Hotel)Conference and Banqueting Manager at The Gateway Hotel (formerly known as The Crowne Plaza Hotel)
Muhammad RahmanMuhammad Rahman
Administrator at Park Plaza Hotel, Intercontinental HotelAdministrator at Park Plaza Hotel, Intercontinental Hotel
Giorgi TskhovrebashviliGiorgi Tskhovrebashvili
Deputy Head of Business Develpment and Procurement at LLC CitadelDeputy Head of Business Develpment and Procurement at LLC Citadel
Nino JashiashviliNino Jashiashvili
Senior Tax Auditor at Georgia Revenue ServiceSenior Tax Auditor at Georgia Revenue Service