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İslam Karadeniz
Engineer
Kocaeli,35
Summary
Achieved significant enhancements in customer satisfaction and first-call resolution rates at Delta Electronics as an Online Technical Support Engineer. Excelled in technical issues analysis and staff education, demonstrating exceptional problem-solving abilities and support system management. Collaborated effectively across teams, fostering improved solutions and knowledge sharing.
Overview
6
6
years of professional experience
4
4
Certifications
Work History
Online Technical Support Engineer
Delta Electronics
İstanbul, Ümraniye
12.2019 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
- Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
Mechatronics Engineer Intern
Delta Electronics
İstanbul, Ümraniye
01.2019 - 06.2019
Education
Bachelor Of Engineering - Engineering Technology
Cumhuriyet Üniversitesi
Sivas06.2019
Associate Degree - Occupational Health And Safety
Atatürk Üniversitesi
Erzurum06.2020
Skills
Customer relationship management
Support system management
Technical issues analysis
Staff education and training
Application support
Technical documents comprehension
Desktop support
Additional Information
I have prepared more than 150 educational content on the YouTube platform.
Software
ISPSoft
DIAScreen
ASDASoft
VFDSoft
Languages
English
Upper intermediate (B2)
Certification
PLC
Timeline
Online Technical Support Engineer
Delta Electronics
12.2019 - Current
PLC
03-2019
HMI
03-2019
AC Servo Drive
03-2019
AC Drive
03-2019
Mechatronics Engineer Intern
Delta Electronics
01.2019 - 06.2019
Bachelor Of Engineering - Engineering Technology
Cumhuriyet Üniversitesi
Associate Degree - Occupational Health And Safety
Atatürk Üniversitesi