Dionysios Soukeras

Support for hardware, networking, software and operating systems for both Windows and Mac OS environments. Imaging, profile-data backup and presentation-delivery for new deployments and replacements. Installing, configure and troubleshoot remotely or through onsite visits software and hardware. Network/Local printer’s troubleshooting and maintenance. Handheld Android & IOS devices deployment and support Asset inventory management. Creating documentation for process and procedures

IT support for over 4000 employees. In person assistance for the end users with Ms Office 2010, Ms Outlook, Ms Lync and new printers rollout, providing user guidance, technical support and training. Ms Office installation and application troubleshooting. Support, upgrade and training for new Blackberry devices-services. Logging user support incidents for the second line support team after proper investigation.

1st line technical support for 850 Vodafone shops. Receiving incidents through phone-email and providing phone- remote desktop technical support and troubleshooting. Logging and prioritizing system and user support calls for the second line support team. Recording faults as reported on: PC’s, laptops, printers, routers. Siebel 7.3 CRM roll-out project,providing user guidance-training and troubleshooting. Identification, faults evaluation and root cause feedback to service engineers.

1st line technical support for over 2122 employees and 850 Vodafone shops.Network and Business application performance monitoring. Logging and assessment of service or incidents in Service Management system according to ITIL framework.Investigating and assisting in the resolution of incidents ensuring SLA's are met , through communication with local and/or engineers from Germany, Italy, Albania or Egypt service centres.Providing updates to customer. Escalate incidents to senior management.Create reports.

Providing technical support for electronic products,such as:OEM or branded PC’s,Notebooks and peripherals,mobile phones, either by repairing them or sending them to authorized service providers.OEM PC’s assembly.Operating system,software,hardware and peripherals installation,configuration, troubleshooting and upgrades.Sales department:Providing assist to customers in making cost effective and according to their needs choices of a product or price plan while promoting customer experience.