Vroutsis Antonios
IT Support Specialist
Athens,Ilioupoli
Summary
Personable and knowledgeable computer science technician with over eight years of experience assisting customers with various hardware and software related issues, skilled in customer service and ticketing systems. Demonstrates a strong work ethic and self-motivation and excels in a fast-paced environment with superior attention to detail therefore effective at completing tasks with minimal supervision.
Overview
9
9
years of professional experience
2
2
Certifications
2
2
Languages
Work History
System and Network Administrator
PCTECHNICS
01.2021 - Current
- Troubleshooting hardware and software issues on windows and windows server operating systems
- Creating and managing system permissions and user accounts
- Determine an organization's network and system needs and install operating and application hardware and software
- Maintain network and computer system security
- Evaluate and optimize network and system performance
- Diagnose and resolve problems when alerted by a user or an automated monitoring system
- Provide input on hardware or software for an organization's purchasing decisions
- Install, configure, and maintain network equipment such as routers, firewalls, and
switches - Providing technical support to end users
Enterprise Technical Support
Vodafone
03.2020 - 08.2020
- Managed high levels of call flow and responded to technical support needs.
- Monitored networks and network devices to resolve technical problems efficiently.
- Implemented, tested and handled troubleshooting of surveillance systems comprised of security alarms, cameras and Internet connectivity.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of data, VoIP and CTI applications.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured, managed and troubleshot network equipment such as routers, switches, IP phones and cloud pbx.
IT Specialist
Tora Wallet
10.2019 - 02.2020
- Provided tier 2 technical support on newly released software applications and related hardware via ticketing system.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
- Technically supported project planning team for development and implementation of proposals and solutions to address hardware and software problems.
- Created and tested UAT scenarios for newly developed POS terminal software prior to migration in order to identify bugs and potential issues.
- Oversaw pilot stage of newly released software by monitoring online transactions and communicating with end users to identify problems.
Technical Support Specialist
Mellon technologies
05.2019 - 09.2019
- Maintained over 4.000 terminals to ensure hardware, software and peripheral equipment such as printers, cameras and scanners where up to date and properly functioning.
- Recorded and maintained relevant notes for each client and work order.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Developed and tested new product prior to release to assist development team in bug identification.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Prepared training material for end users by writing clear operating instructions.
Computer Technician
Freelance
07.2018 - 05.2019
- Disassembled computers to perform diagnostics and check for repair needs.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Maintained skills necessary to diagnose technical issues, devise effective solutions and advise staff on best practices to avoid future difficulties.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Supplied end-user assistance via remote and on-site support.
Technical Support Representative
Infoassist
12.2016 - 06.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Fielded average of 40 inbound phone calls to deliver effective support and remotely resolve technical issues.
- Resolved diverse range of technical issues across multiple systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Computer Repair Technician
GKPC
10.2014 - 09.2016
- Disassembled computers to perform diagnostics and check for repair needs.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Refurbished used computer and peripheral equipment such as printers and scanners.
- Setup, installed and configured computers in various business locations.
- Linked computers to network and peripheral equipment, including printers and scanners.
- Troubleshot hardware and software to determine and rectify network problems.
- Wrote reports on computer statuses and maintenance jobs.
Education
High School Diploma -
General High School
04.2001 -
Computer Sciences
Ι.Ε.Κ. Ilioupolis
Skills
Exceptional understanding of computer hardware, operating systems and applications
Ability to communicate technical information in plain language
Excellent written and verbal communication skills in both Greek and English
Multitasking
MS Windows Troubleshooting
MS Windows server
MS Active directory
Networking
Virtualization hyper-v /VMware
Certification
FCE
Timeline
System and Network Administrator
PCTECHNICS
01.2021 - Current
Enterprise Technical Support
Vodafone
03.2020 - 08.2020
IT Specialist
Tora Wallet
10.2019 - 02.2020
Technical Support Specialist
Mellon technologies
05.2019 - 09.2019
Computer Technician
Freelance
07.2018 - 05.2019
Technical Support Representative
Infoassist
12.2016 - 06.2018
Computer Repair Technician
GKPC
10.2014 - 09.2016
High School Diploma -
General High School
04.2001 -
Computer Sciences
Ι.Ε.Κ. Ilioupolis