Gokhan Civi
Technical Support Specialist
Eskisehir
Summary
Dynamic Technical Support Specialist with a proven track record at Apple, excelling in problem resolution and customer service. Recognized for enhancing client satisfaction through personalized support and effective communication. Skilled in software installation and training, consistently achieving performance targets while fostering strong client relationships. Committed to continuous improvement and innovation in technical solutions.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Technical support professional with solid background in troubleshooting, network management, and customer service. Adept at resolving complex technical issues, optimizing system performance, and implementing IT solutions. Strong focus on team collaboration, adaptability, and delivering consistent results. Known for reliable problem-solving skills and effective communication in fast-paced environments.
Experienced with providing comprehensive technical support to users across various platforms. Utilizes diagnostic tools and techniques to identify and resolve issues promptly. Knowledge of customer service principles and technical troubleshooting ensures high user satisfaction and system reliability.
Technical support professional prepared to deliver impactful assistance and solutions. Proven history of diagnosing and resolving technical issues, contributing to operational efficiency. Known for collaborative teamwork and adaptability in dynamic environments, with strong analytical and communication skills.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Apple
02.2017 - 03.2025
- Collaborated with cross-functional teams to develop innovative solutions for complex technical problems.
- Maximized client satisfaction with prompt escalation of unresolved issues to relevant departments for swift resolution.
- Consistently exceeded customer expectations by delivering personalized service tailored to individual needs.
- Consistently met performance targets with diligent attention to detail and effective time management skills.
- Ensured data security by implementing stringent backup protocols, safeguarding vital company information from loss or corruption.
- Assisted in the development of internal knowledge base content as a subject matter expert on various topics.
- Delivered comprehensive training sessions for new staff members, ensuring a thorough understanding of company procedures and tools.
- Participated actively in continuous learning opportunities to maintain proficiency in relevant technologies and methodologies.
- Identified opportunities for process improvement by analyzing current workflows and suggesting strategic enhancements.
- Documented all client interactions accurately in CRM system while maintaining strict confidentiality standards.
- Streamlined company processes for increased productivity by troubleshooting software errors and glitches.
- Implemented proactive monitoring systems that minimized potential technical issues before escalating into critical incidents.
- Contributed to the successful launch of new products by thoroughly testing features and providing insightful feedback for improvements.
- Developed user-friendly guides and resources, simplifying complex information for non-technical users.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide informed guidance during consultations with clients.
- Established strong relationships with clients, fostering trust and loyalty through exceptional communication skills and professionalism.
- Provided expert consultation to clients, recommending appropriate products and services based on their needs.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
- Maintained servers and systems to keep networks fully operational during peak periods.
Customer Sales Representative
Comdata Technology and Customer Services Inc.
11.2016 - 01.2017
- Assisted call-in customers with questions and orders.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Improved sales revenue with effective communication of product features, benefits, and promotions.
- Emphasized product specifications to meet customer needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contacted potential customers to capitalize on sales opportunities.
- Managed high call volumes, prioritizing tasks effectively to maintain exceptional service levels for each interaction.
- Handled returns or exchanges efficiently while preserving customer loyalty through courteous assistance and fair resolution practices.
- Provided after-sales support as needed, further strengthening relationships with clients and promoting long-term retention rates.
- Participated in regular training sessions to stay current on industry trends and best practices.
- Participated in ongoing product training sessions, ensuring a comprehensive understanding of offerings to better assist customers.
- Set and achieved company defined sales goals.
- Achieved or exceeded company-defined sales quotas.
- Informed customers of promotions to increase sales productivity and volume.
- Contributed to event marketing, sales and brand promotion.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Education
Bachelor's Degree - English Language Teaching
Anadolu University
Eskişehir Türkiye 04.2001 -
High School Diploma -
Şehit Zafer İpek Lisesi
Bozüyük, Bilecik, Türkiye 04.2001 -
Skills
Software installation
Customer support
Problem resolution
Training and mentoring
Application support
Mobile device support
Backup management
Software development
System diagnostics
Network administration
Hardware configuration
Virtualization technologies
Remote assistance
Operating systems
Ticketing systems
Remote support
Customer service
Ticket management
Technical issues analysis
Data entry
Desktop support
Service support
Application installations
Complaint resolution
Customer service expert
Decision-making
Technical troubleshooting
Issue escalation
Product knowledge
Verbal and written communication
Network configuration
Active listening
Issue troubleshooting
Network diagnostics
Hardware troubleshooting
LAN/WAN
Hardware diagnostics
Ticket support system management
Analytical thinking
Appointment scheduling
Call center operations
Microsoft outlook
Technical support
TCP/IP
Account management
Hardware upgrades
Data recovery
Product troubleshooting
Business development
Account updating
Microsoft office specialist (MOS) expert
User support
Performance testing
Windows 10
Security protocols
Software diagnosis
System administration
Server maintenance
Incident management
Access issue resolution
Staff education and training
Systems analysis
Wide-area networks
Product training
Information protection
Customer success management
Technical documents comprehension
Mac systems
Videoconferencing
Needs assessment
User credential management
MS office proficiency
Incident tracking
User guidance
Windows xp/vista
DHCP/DNS ethernet and firewall proficient
Hardware and peripherals
Call recordkeeping
Support case resolution
Teamwork
Teamwork and collaboration
Network support
Problem-solving
Remote technical support
Problem-solving abilities
Microsoft windows and office
Time management
Support scenario generation
Timeline
Technical Support Specialist
Apple
02.2017 - 03.2025
Customer Sales Representative
Comdata Technology and Customer Services Inc.
11.2016 - 01.2017
Bachelor's Degree - English Language Teaching
Anadolu University
04.2001 -
High School Diploma -
Şehit Zafer İpek Lisesi
04.2001 -