Kote Gvarjaladze
Senior Helpdesk
Tbilisi
Summary
Dynamic Senior Help Desk Technician at Skyhi with a proven track record in enhancing team efficiency and customer satisfaction. Expert in software installation and incident management, I excel in training and mentoring, fostering professional growth. Committed to continuous learning, I effectively resolve complex technical issues while maintaining a calm and empathetic approach.
Experienced with troubleshooting hardware and software issues to ensure seamless technical operations. Utilizes advanced problem-solving skills to swiftly address user concerns and enhance system performance. Knowledge of team collaboration and adaptability to meet evolving technical demands.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Instructor
Accelera
03.2024 - Current
- Promoted classroom safety, collaboration, and best practices.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tested and evaluated students on materials presented in workshops and classes.
- Increased student participation via engaging lectures and assignments.
Senior Help Desk Technician
Skyhi
01.2023 - Current
- Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
- Developed customized training materials for new help desk technicians, reducing onboarding time and increasing overall team competency.
- Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
- Maintained up-to-date knowledge of industry trends and emerging technologies through continuous learning initiatives.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Support Executive
Glovo
06.2021 - 01.2025
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
Education
Bachelor of Science - Computer Science
Tbilisi State University
Tbilisi 04.2001 -
Skills
Software installation
Technical support expertise
Problem resolution
Training and mentoring
Incident management
Application support
Remote desktop support
Cloud computing
Virtualization technologies
Certification
Microsoft MS900
Timeline
Instructor
Accelera
03.2024 - Current
Senior Help Desk Technician
Skyhi
01.2023 - Current
Customer Support Executive
Glovo
06.2021 - 01.2025
Bachelor of Science - Computer Science
Tbilisi State University
04.2001 -