Salesforce
Hi, I’m
Paweł Gorgoń
Senior Helpdesk Analyst
Budapest
Summary
Focused Help Desk Analyst with over 2 years of experience providing phone, email, and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts. Proficient in Azure cloud computing with certifications in AZ-900 (Azure Fundamentals), DP-900 (Azure Databases), and AZ-104 (Certified Azure Administrator), enhancing expertise in cloud-based solutions and technologies.
Overview
4
years of professional experience
3
Certifications
2
Languages
Work History
Getronics
Senior Helpdesk Analyst
04.2024 - Current
Job overview
- Reduced ticket resolution time with effective problem analysis and troubleshooting techniques.
- Served as a key liaison between the IT department and business units, fostering collaboration on technology initiatives.
- Mentored junior help desk analysts, fostering professional growth and enhancing team performance.
- Analyzed trends in help desk requests to identify areas for improvement in IT systems and training materials.
Tata Consultancy Services
Service Desk Analyst
10.2023 - 05.2024
Job overview
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Hireright Sp. Z.o.o
Customer Service Representative
05.2022 - 10.2023
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Bnp Paribas Bank
Customer Advisor
10.2021 - 03.2022
Job overview
- Participated in interactive training programs to expand knowledge of company products and policies.
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Retained valuable clientele by proactively addressing concerns, identifying potential issues, and offering suitable solutions.
T-Mobile
Sales Representative
02.2020 - 01.2021
Job overview
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed and implemented sales strategies to increase profits.
- Trained and mentored new sales representatives.
Education
Czestochowa University of TechnologyCzęstochowa
Bachelor of Arts from Business English
04.2001
Skills
Advanced Diagnostics
Software
JIRA
Service Now
Azure
Linux
Windows 10 / 11
SCCM
Active Directory
VPN
M365
Certification
AZ-900 Azure Fundamentals
Timeline
AZ-104 Azure Administrator
06-2024
Senior Helpdesk Analyst
Getronics
04.2024 - Current
DP-900 Azure Databases
02-2024
AZ-900 Azure Fundamentals
01-2024
Service Desk Analyst
Tata Consultancy Services
10.2023 - 05.2024
Customer Service Representative
Hireright Sp. Z.o.o
05.2022 - 10.2023
Customer Advisor
Bnp Paribas Bank
10.2021 - 03.2022
Sales Representative
T-Mobile
02.2020 - 01.2021
Czestochowa University of Technology
Bachelor of Arts from Business English
04.2001
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