Ugur Hantal

• 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.
• Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Provided guidance on installing and integrating new software to remote clients. Served as primary point of contact for support relating to owned solutions and products. Communicated with stakeholders to share critical technical information and deliver project updates.
• Recorded and maintained relevant notes for each client and work order.
• Documented support interactions for future reference.

I was the technical support contact for several different tech companies. Worked with technology brands such as ASUS, Alcatel & TCL, Apple, Huawei, Oppo, Samsung, Zebra and Honeywell. My main brands were ASUS, TCL, Zebra and Honeywell.

My responsibilities included:

• Training of KVK's technical personnel about technical details and how to repair devices .
• Utilized exceptional communication skills to explain complex technical concepts to non-technical service users.. This includes Logistics, Shipping, Spare part reception, Customer Care trainings.
• Communicated technical information to non-technical audiences through easy-to-follow presentations, explanations or demonstrations.
• Translation and Training of Technical Documents. All of technical documents that are being published was in my responsibility to translate it to Turkish so both low and high level technicians would have access to that information. Translated documents includes: Work Instructions, Depot Change Notification, Bulletins and Training videos.
• Was responsible for any errors or hardships that technicians may encounter during repair. Gave onsite support to any technical issues that I was able to fix it myself.
• Carried out timely emergency software and system repairs, limiting business operations disruption.
• If issues were beyond my capabilities then I would contact Service and Test Engineers for support and track progress and carry communication.
• Used exceptional planning and prioritization skills to manage and resolve high volumes of incident tickets.
• Raised and escalated system faults, logging clear progress reports on performed incident investigation.
• Kept accurate and up to date log of completed work, maintenance and repairs, sorting for accounting and legal purposes.
• Created Weekly,Monthly and Yearly reports to both KVK and Brands that I was in my care about Bounce Records, Ticket Data, Turn around Times.
• Effectively coordinated technician and engineering teams, providing prompt, appropriate responses to IT faults and issues.

• Had worked as Turkish/English Translator for several book publishers and production companies. Have translated around 6-7 published books and made subtitle work for more than 100+ Short films, commercials, YouTube content and TV shows. Have in depth linguistic knowledge of both languages. Have worked with these companies in terms of projects. Estimated costs and provided quotes based on project length and complexity.
• Translated documents from Turkish to English, vice versa.
• Translated documents for research departments, supporting data collection and reporting
• Reviewed final works to spot and correct errors in punctuation, grammar, and translation
• Offered transcription services for audio recordings as part of a comprehensive language solutions package
• Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
• Listened to recordings and translated confidential information.
• Replicated flow, style, and overall meaning of original texts.