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Middle
Georgia
David has solid technical support experience, currently working as a Global Services Administrator where he monitors service desk operations, manages workflows, automates requests, and generates reports for IT managers across 16 countries. He has worked with several ticketing and CRM systems including Zendesk, Jira, and ManageEngine ServiceDesk Plus (cloud version). Previously, he held support roles with international companies, including a Switzerland-based firm and a gaming company in Georgia, focusing on second-line support and service desk operations. He also has experience working in structured international environments and is currently pursuing a master’s degree in Computer Science Technology, which complements his practical IT support background.
Caucasus University
Provide technical support for global users and infrastructure systems
Handle and resolve incidents and service requests via ticketing systems
Monitor systems to ensure service availability and performance
Collaborate with internal teams to resolve complex technical issues
Maintain accurate documentation of issues, resolutions, and processes
Respond to customer queries via email and messaging platforms
Diagnose issues and guide users through step-by-step troubleshooting
Escalate complex problems to technical teams when necessary
Maintain and update ticketing systems with accurate notes and progress
Continuously improve knowledge of supported technologies
Ensure high levels of customer satisfaction and communication
Provided second-tier technical support and assisted client services teams
Took ownership of issues from identification to resolution
Diagnosed and resolved technical problems, ensuring minimal downtime
Managed ticket queues and escalations within SLA targets
Collaborated with development teams to implement critical fixes
Monitored service and supplier performance against SLAs
Prepared reports and maintained documentation for incident tracking
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