Nick Koustas

- Lead team to deliver consistently high standards of customer support. - Maintain team schedule, including shift and holiday coverage. - Assure team adherence to department case management, response, and resolution requirements. - Manage escalations within the team and escalate customer issues outside of the team as necessary. - Communicate policies, practices, and procedures - Deliver consistent and timely training, guidance, and feedback to encourage colleague success.

-Global Infrastructure Support Analyst for Ex Libris HEP products -Resolve complex issues involving infrastructure, DB, security, authentication, mobile, SSO -Handle 50+ issues/month in Unix-based Cloud and local environments -Use tools like Tomcat, SQL, UNIX/Linux, Jenkins, Salesforce, Jira, Kibana, Postman -Understand SaaS infrastructure, networking, authentication, security, mobile app lifecycle, tech support workflows -Customer communication, critical thinking, problem-solver, team player Exceeded KPI

-B2B Tier 2 Support Analyst for cloud SaaS library services platform Alma -Provided exceptional tech support and customer service through various channels -Investigated, troubleshot, reported, and documented 60+ customer tickets/month -Experience with SQL, UNIX, Salesforce, Jira, Kibana, API, library information systems, discovery systems, proxies, library software utilities, tech support workflows -Critical thinking, problem-solver, and team player -Managed successful projects and delivered results

- Worked as an interim via Randstad for a data migration project at the CSD Directorate for the HR Unit - Supported the HR team with their data migration project, involved in encoding and mapping of data related to HR files of EDA's staff, provided general assistance with migration needs, attended meetings, training, and relevant troubleshooting

-Librarian trainee at the Council Library - DG COMM (February-June cohort) -Used and administered Alma library platform and Primo discovery service -Assisted with system-related needs, cataloging, metadata management, usability enhancement, library events, library analytics -Updated and configured library website and discovery service front-end -Provided user services and learned about the European Union

-Compulsory military service of nine months -Served in the infantry division with extra tasks being an office assistant and an assistant archivist at the Greek Military Archives Agency

-Electronic resources librarian trainee -Managed e-books, databases, e-journals, DVDs etc. -Updated OPAC, fixed metadata errors, enhanced usability for patrons -Assisted other departments such as Acquisitions, Cataloguing, Circulation, and Library System Services

-Digitization team member for a DEMCO Group of Companies photo archive -Used Fotostation software to generate metadata using Dublin Core and Library of Congress Subject Headings -Applied archiving techniques such as information retrieval -Assisted production team with archive-related workflows

-Assisted with catalog correction and update, retrospective cataloguing and classifying -Established digital communication strategy (email and Facebook) -Assisted in organizing children events and activities -Provided user services -Advised on upgrading library management system to open source software ILS Koha