MARIA CHRISTODOULOU
COMPUTER SCIENCE • Limassol And Larnaca, Cyprus
Limassol And Larnaca
Summary
Graduate of the Ionian University's Undergraduate Computer Science Studies, with specialization on Information Systems. In favor of teamwork and smooth cooperation within work environment, in combination with dynamic spirit capable of taking the necessary decisions for the correct achievement of work duties, always through hard work.
Overview
3
3
years of professional experience
8
8
years of post-secondary education
Work History
IT Helpdesk Support Officer • IT Department
FXGT Group (Forex Company)
03.2024 - Current
- Rapid Response & Resolution: Employ a user-centric approach to swiftly address and resolve IT inquiries from employees
Strive for first-contact resolution to minimize downtime and enhance user satisfaction
- Ticket Management Excellence: Expertly navigate the ticketing system to document, track, and manage support requests with precision
Ensure transparency, accountability, and timely resolution using Jira and Monday.com
- Technical Support & Guidance: Deliver comprehensive support across a range of software, hardware, and network issues
Tailor solutions to meet the unique needs of our diverse team, ensuring optimal performance and productivity
- Advanced Issue Escalation: Seamlessly escalate complex cases to specialized IT support levels
Guarantee the most effective resolution strategies are employed, ensuring issues are resolved efficiently and effectively
- Knowledge Sharing: Actively contribute to the development of the internal knowledge base. Empower team self-sufficiency and foster a culture of continuous learning through detailed documentation and sharing of best practices
- Technical Expertise: Possess extensive knowledge and experience with Adaxes, Active Directory, quarantine emails, Unifi, 3CX, cPanel, Microsoft 365, Smartsheet, Linux Ubuntu support and Mac support. Utilize these tools to optimize IT processes and support
- Equipment Management: Responsible for ordering IT equipment and ensuring its organization and categorization
Maintain an organized inventory and ensure equipment is readily available for use.
- On Call Responsibility: Available 24/7 to respond to urgent IT issues and provide necessary support. Ensure minimal downtime by addressing critical issues promptly, regardless of the time.
Managed Support Services Engineer • IT Department
FXGT Group (Forex Company)
3 2023 - 03.2024
- Manage CRM system configuration such as general settings or company's users access
- Investigate an issue regarding CRM system and provide a solution
- Perform routine audits of systems and resolve any problems identified
- Identify a technical issue on a payment provider and communicate to resolve it
- Organize upcoming deployments schedule
- Administer the Company's ticketing system and respond to staff requests in a timely manner
- Communicate with various departments to determine needs and explain complex issues
- Understand, maintain and optimize the existing systems database
- Test the quality of his/her work before submitting for deployment
Call Center (Technical Support Operator)
Primetel - Telecommunication Company
04.2022 - 02.2023
- Providing customer support and acting as an interface between the customers and the company by attending to their queries and complaints
- Troubleshooting and solving customers' technical related issues
- Promoting company's products and services
- Handling information and billing inquiries
Call Center (Customer Support Operator)
Cablenet - Telecommunication Company
01.2022 - 04.2022
- Handling of all incoming calls from existing and / or future customers with quality telephone service
- Inform customers about their accounts and subscriptions
- Inform customers about packages and new offers
- Changes in subscriptions
- Solving customer problems
- Teamwork to find solutions about general issues
Education
COMPUTER SCIENCE GRADUATE -
IONIAN UNIVERCITY
09.2015 - 05.2021
Secondary Education - undefined
ARCHIEPISKOPOU MAKARIOU III LYCEUM
09.2012 - 05.2015
FROM SERVICE TO CUSTOMER EXPERIENCE - undefined
Primetel Plc
05.2022 - 05.2022
Skills
- Technical Troubleshooting
- Customer Service
- Ticket Management
- Remote Support
- User Account Management
- Software Support
- Hardware Support
- Networking Basics
- Documentation and Knowledge Base
- Communication Skills
- Time Management
- Technical Proficiency (Adaxes, Unifi, 3CX, cPanel, Microsoft 365, Smartsheet)
Languages
Greek
English
Timeline
IT Helpdesk Support Officer • IT Department
FXGT Group (Forex Company)
03.2024 - Current
FROM SERVICE TO CUSTOMER EXPERIENCE - undefined
Primetel Plc
05.2022 - 05.2022
Call Center (Technical Support Operator)
Primetel - Telecommunication Company
04.2022 - 02.2023
Call Center (Customer Support Operator)
Cablenet - Telecommunication Company
01.2022 - 04.2022
COMPUTER SCIENCE GRADUATE -
IONIAN UNIVERCITY
09.2015 - 05.2021
Secondary Education - undefined
ARCHIEPISKOPOU MAKARIOU III LYCEUM
09.2012 - 05.2015
Managed Support Services Engineer • IT Department
FXGT Group (Forex Company)
3 2023 - 03.2024
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