Theodore Zilelidis
IT Support Specialist
Athens
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, technical support procedures and Cloud concepts. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
5
5
Certifications
3
3
Languages
Work History
IT Help Desk Technician
Teleperformance
Piraeus, A1
10.2022 - Current
- Responsible for four major clients in company.
- Deploying machines for cross boarder projects, in seven countries abroad via autopilot process and also via server deployments.
- Vulnerability management via Tenable Nessus. Quarterly Master Images for each client independently.
- Microsoft 365 licensing configuration via bot process.
- Used ticketing systems to manage and process support actions and requests.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
- Improved productivity within company by providing comprehensive training on new software applications.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Installed and configured operating systems and applications.
- Implemented remote support tools to expedite issue resolution and reduce need for in-person assistance.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Diagnosed and troubleshot hardware, software and network issues.
NMC Operator
NOC Department Of Wind Hellas
06.2021 - 10.2022
- Undertake activities for correct operation, fault management and relevant actions for seen by procedure to solve problems of the entire GSM, UMTS and Core Network (mobile and fixed).
- Receive, analyze, and resolve/escalate any raised problem of network failure or outage. Fixed and Mobile IP backbone through Routers CISCO, Juniper, MPLS and Switches (TeMIP, Cacti, CLI).
- Surveillance, troubleshooting and fault management of Telecom Networks for Greece.
- Network management and system surveillance of global interconnections.
- Handling of trouble ticketing system, creating reports of downtime for base stations.
- Monitoring internal production systems (BSCSiX, SAP, iDocs, PasPort, HP-OpenView, LHS Mediation).
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Analyzed network traffic and performance metrics to optimize system performance.
- Enhanced network efficiency by monitoring and troubleshooting various systems in a 24/7 environment.
- Maintained detailed documentation of incidents, root causes, and resolutions for future reference and analysis.
- Supported compliance initiatives by maintaining accurate records of all changes made to production environment according to company policies and regulatory requirements.
- Identified and resolved network congestion issues and bottlenecks.
Restaurant Supervisor
Mira
Piraeus, A1
03.2017 - 03.2020
- Implemented cost-saving measures through effective budget management and negotiation with suppliers.
- Streamlined operations for increased efficiency by implementing staff training programs.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
- Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Enhanced team performance with regular evaluations and constructive feedback.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain clean, safe working environment.
- Developed marketing strategies to increase brand visibility in local community, attracting new customers.
Restaurant Supervisor
Remeze
12.2015 - 02.2017
- Implemented cost-saving measures through effective budget management and negotiation with suppliers.
- Streamlined operations for increased efficiency by implementing staff training programs.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
- Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Enhanced team performance with regular evaluations and constructive feedback.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain clean, safe working environment.
- Developed marketing strategies to increase brand visibility in local community, attracting new customers.
Restaurant Waiter
Artemis Deluxe Rooms Milos
05.2010 - 10.2015
- Collaborated with management to develop strategies for improving service quality and addressing identified areas of concern.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Bussed and reset tables to keep dining room and work areas clean.
- Trained new servers on restaurant policies and procedures.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
Education
Certification - Computer Networking And Telecommunications
IEK Keratsiniou
Keratsini, Greece 04.2001 -
Skills
Application support
Vulnerabilities Remediation
Security Protocols
Ticket management
Remote Support
Microsoft Azure
Active Directory
Rapid Learning
Multitasking
Certification
Microsoft Azure Fundamentals (AZ-900)
Timeline
Introduction to Data Science
04-2024
EndPoint Security
04-2024
Networking Basics (Cisco)
03-2024
Introduction to Cybersecurity
03-2024
Microsoft Azure Fundamentals (AZ-900)
02-2024
IT Help Desk Technician
Teleperformance
10.2022 - Current
NMC Operator
NOC Department Of Wind Hellas
06.2021 - 10.2022
Restaurant Supervisor
Mira
03.2017 - 03.2020
Restaurant Supervisor
Remeze
12.2015 - 02.2017
Restaurant Waiter
Artemis Deluxe Rooms Milos
05.2010 - 10.2015
Certification - Computer Networking And Telecommunications
IEK Keratsiniou
04.2001 -