Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kote Gvarjaladze

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

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 -

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Kote GvarjaladzeSenior Helpdesk