Mert Kadir Buyurgan
Ankara
Summary
Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 12 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds. Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills. Helpful professional commended as valuable team player with expertise in IBM Tape Systems, IBM Disk Storage Systems, IBM Power Systems, Lenovo Storage and Servers and PureStorage. Reliable Installer with 12 years of experience in IT roles. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
12
12
years of professional experience
Work History
Advisory System Service Representative
IBM
10.2012 - Current
- Enhanced system performance by identifying technical issues and implementing effective solutions.
- Boosted customer satisfaction by providing timely and accurate troubleshooting for hardware and software problems.
- Streamlined workflow processes by creating detailed documentation for system installation, configuration, and updates.
- Reduced downtime by proactively diagnosing and resolving complex technical issues in a fast-paced environment.
- Collaborated with cross-functional teams to develop customized IT solutions that met unique client needs.
- Provided exceptional customer service by assisting users with various software, hardware, and networking issues via phone or on-site support.
- Strengthened client relationships through effective communication and prompt resolution of concerns or complaints.
- Maintained high levels of system availability with proactive monitoring of infrastructure health, promptly addressing any potential issues before they escalated into problems.
- Assisted in selection of appropriate hardware products by analyzing client requirements and recommending cost-effective solutions that aligned with their goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
Lenovo Field Service
IBM
- Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
- Maintained accurate records for client accounts, ensuring timely payments and proper documentation.
- Streamlined work processes by implementing efficient organizational systems and procedures.
- Increased team productivity with effective communication and collaboration strategies.
PureStorage Field Service
IBM
- Improved customer satisfaction by addressing and resolving field service issues promptly and effectively.
- Managed scheduling and dispatch of field service technicians, ensuring timely onsite support for clients.
- Coordinated with sales teams to provide pre-and post-sales technical support, resulting in increased customer retention.
- Developed and maintained strong relationships with customers, leading to improved brand loyalty.
Technical Remote Support
IBM
02.2017 - 11.2018
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for IBM midrange Tape Systems.
- Contributed to streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
Cisco Technical Support
IBM
10.2012 - 08.2016
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Contributed to streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
Education
Technician - Electronics
Erciyes Üniversitesi, Endüstriyel Elektronik
Kayseri, Turkey2003
High School Diploma -
Balgat Teknik Lisesi
Ankara, Turkey1999
Skills
- Software Installation
- Incident Management
- System diagnostics
- Virtualization Technologies
- Remote Support
- Problem Resolution
- Hardware maintenance
- Software Updates
- Customer Service
- Account Management
- Professionalism
- Calm Under Pressure
- MS Office
- Computer Skills
- Adaptability and Flexibility
- Teamwork and Collaboration
- Adaptability
- Active Listening
- Receiving support
- Product Knowledge
- Call Center Operations
- Understanding Customer Needs
- Problem-solving aptitude
- Relationship Building
- Problem-Solving
- Receiving support
- Product Knowledge
- Call Center Operations
- Understanding Customer Needs
- Problem-solving aptitude
- Relationship Building
- Problem-Solving
- Receiving support
- Product Knowledge
- Call Center Operations
- Understanding Customer Needs
- Problem-solving aptitude
- Relationship Building
- Problem-Solving
- Security Protocols
Playing drums, guitar, scuba diving
I have been playing drums and guitar semi-professionally since my university years. I have also been scuba diving for the last 6 years. I have 3 Star CMAS certification and i am planning to become an instructor next year.
Timeline
Technical Remote Support
IBM
02.2017 - 11.2018
Advisory System Service Representative
IBM
10.2012 - Current
Cisco Technical Support
IBM
10.2012 - 08.2016
Lenovo Field Service
IBM
PureStorage Field Service
IBM
Technician - Electronics
Erciyes Üniversitesi, Endüstriyel Elektronik
High School Diploma -
Balgat Teknik Lisesi
Similar Profiles
Mark Christopher MooreMark Christopher Moore
Product Owner Global Sales Incentives at IBMProduct Owner Global Sales Incentives at IBM
Emily WilsonEmily Wilson
MaaS360 Executive Account Representative at IBMMaaS360 Executive Account Representative at IBM
Anabel BarronAnabel Barron
Digital Sales/Technical Specialist at IBMDigital Sales/Technical Specialist at IBM