Xhesi Berdica
Toronto,ON
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Network Administrator
Vega Construction shpk
Tirane, Not Applicable/Unknown
04.2019 - 11.2023
- Configured and maintained routers, switches, firewalls, wireless networks and other network devices.
- Monitored system performance to ensure availability of all services and systems to authorized users.
- Installed, configured, upgraded and troubleshot hardware components such as servers, PCs and printers.
- Provided technical support for local area networks, wide area networks and Internet connections.
- Performed data backup operations on a regular basis to ensure the security of critical information.
- Analyzed network traffic patterns to identify potential problems or areas for improvement.
- Implemented security measures such as firewalls, encryption technologies and access control lists to protect data from unauthorized access.
- Diagnosed network issues using tools such as packet sniffers and protocol analyzers.
- Researched new technology trends in order to recommend upgrades or changes in the existing infrastructure.
- Created detailed documentation of all configurations, processes and procedures related to the network environment.
- Conducted routine maintenance tasks such as patching cables, replacing defective components or reconfiguring equipment.
- Responded quickly to user requests for assistance with computer or network problems.
- Assisted in developing long-term strategies for the organization's IT infrastructure.
- Maintained inventory records of all hardware components used in the network environment.
- Provided training sessions for end-users on how to use various software applications or hardware devices.
- Installed and supported hardware and software for desktops, servers and printers.
- Managed employee access, security roles and permissions.
Help Desk II Level
Innovaway Albania shpk
Tirane, Not Applicable/Unknown
09.2022 - 04.2023
- Provided technical support to clients via phone, email, and remote access.
- Configured workstations, networks, servers and printers for end users.
- Created user accounts and configured settings in Active Directory.
- Installed software applications as requested by customers.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Resolved network connectivity issues with routers and switches.
- Trained new employees on the use of computer systems and programs.
- Performed regular maintenance checks on computer hardware components.
- Monitored system performance to ensure optimal operations.
- Assisted colleagues with complex IT problems or inquiries.
- Developed procedures for installation, configuration and testing of IT products.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Ensured compliance with established policies regarding information security.
- Reviewed logs of system events for potential issues or threats.
- Tested hardware components prior to deployment in production environment.
- Installed and supported desktop software titles and add-ons.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Customer Care Manager
ACCA 19 Albania shpk
Shkoder., Not Applicable/Unknown
09.2018 - 04.2019
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Managed budgeting responsibilities including forecasting expenses, tracking spending, and preparing reports for upper management.
- Delegated daily tasks to team members to optimize group productivity.
- Reviewed completed work to verify consistency, quality and conformance.
- Organized client meetings to provide project updates.
Account Manager
Consulcesi
Tirane, Not Applicable/Unknown
11.2017 - 08.2018
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Negotiated contracts with clients to maximize profitability.
- Analyzed client data and identified opportunities for growth.
- Resolved customer complaints in a timely manner.
- Collaborated with marketing team to develop promotional materials for clients.
- Solicited feedback from customers on their experience with products or services.
- Provided technical support to customers when needed.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Acted as main point of contact in matters relating to client concerns and needs.
- Renewed existing accounts by cementing trusting relationships with customers.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Motivated and worked with onboarding team members to successfully integrate new employees into organization.
- Collaborated with sales team to collectively drive growth and market share.
Client Support Manager
EW Innovation Shpk
Shkoder., Not Applicable/Unknown
02.2017 - 11.2017
- Provided technical support to customers via phone, email and online chat.
- Created detailed documentation of customer issues and resolutions for future reference.
- Resolved customer inquiries in a timely manner while maintaining high levels of customer satisfaction.
- Identified trends in customer complaints and reported them to management team.
- Developed training materials and conducted trainings for new members of the client support team.
- Monitored incoming tickets and assigned tasks to appropriate personnel as needed.
- Organized weekly status reports on pending customer requests and submitted them to upper management.
- Maintained up-to-date knowledge of company products and services in order to effectively answer questions from customers.
- Collaborated with other departments such as sales, marketing, product development. in order to ensure successful implementation of projects for clients.
- Established relationships with key contacts at client companies in order to address their needs quickly and efficiently.
- Managed escalated customer cases by providing solutions that met or exceeded expectations.
- Implemented strategies designed to improve overall customer satisfaction ratings.
- Served as an escalation point for complex technical issues requiring advanced troubleshooting techniques.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Recruited, interviewed and hired staff.
Workforce Management Analyst
Voice Star Shpk
Shkoderr, Not Applicable/Unknown
03.2014 - 02.2017
- Created reports to analyze labor utilization, overtime, and cost savings opportunities.
- Developed forecasting models to ensure optimal staffing levels in call center operations.
- Ensured accurate data entry of employee timecards and payroll information into the workforce management system.
- Monitored adherence to service level objectives and provided real-time guidance as needed.
- Generated daily, weekly, monthly reports detailing labor costs and performance metrics.
- Conducted audits of team performance against established goals for accuracy and compliance.
- Provided recommendations for process improvements related to scheduling, attendance, and hiring practices.
- Assisted with the creation of new policies, procedures, and job descriptions related to workforce management initiatives.
- Analyzed training needs based on current trends in customer service requirements.
- Implemented changes to workforce strategies based on changing business needs.
- Identified potential risks associated with existing processes and proposed solutions.
- Maintained a comprehensive database of employee schedules and attendance records.
- Collaborated with department managers on recruitment efforts for personnel shortages.
- Conducted regular reviews of staff workloads in order to maximize efficiency levels.
- Assessed the impact of proposed schedule changes on overall labor costs.
- Prepared monthly budget projections based on anticipated staffing requirements.
- Collaborated with senior and department leaders to develop and implement workforce plans.
- Contacted job applicants to inform of application status.
- Conducted exit interviews and completed employment termination paperwork.
- Hired employees and processed hiring-related paperwork.
Education
Master of Science - Engineering Management
Universiteti Metropolitan Tirana UMT
Tirane, Albania07-2022
Bachelor of Science - Computer Engineering
Universiteti Metropolitan Tirana
Tirane, Albania07-2016
Skills
- Computer systems installation
- Technical Support
- Network repairs and maintenance
- Server Management
- Active Directory
- Troubleshooting and diagnosis
- System Administration
- Customer Support
- Firewall Management
Languages
English
Professional
Italian
Native/ Bilingual
Albanian
Native/ Bilingual
References
References available upon request.
Timeline
Help Desk II Level
Innovaway Albania shpk
09.2022 - 04.2023
Network Administrator
Vega Construction shpk
04.2019 - 11.2023
Customer Care Manager
ACCA 19 Albania shpk
09.2018 - 04.2019
Account Manager
Consulcesi
11.2017 - 08.2018
Client Support Manager
EW Innovation Shpk
02.2017 - 11.2017
Workforce Management Analyst
Voice Star Shpk
03.2014 - 02.2017
Master of Science - Engineering Management
Universiteti Metropolitan Tirana UMT
Bachelor of Science - Computer Engineering
Universiteti Metropolitan Tirana
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