Ersi Myzeqari, Data & Operations Specialist with 7+ years of experience in technical support, service desk operations, and customer experience.

About

As a Billing & Quality Senior Specialist at Vodafone, I contribute to improving operational efficiency and accuracy through advanced data analysis and automation. With over 7 years of experience in IT service management and technical support, I specialize in leveraging tools like Google BigQuery, Teradata, and Power BI to extract actionable insights and develop impactful dashboards that enhance decision-making across departments. My work is driven by a commitment to operational excellence and cross-functional collaboration. By identifying billing discrepancies and streamlining processes, I support the organization in achieving data accuracy and workflow optimization. Skilled in incident management and service desk operations, I thrive in fast-paced environments where technology and strategy converge to deliver measurable results.

Experience

Vodafone Albania

May 2024 – Present

Tirana, ALB

Billing & quality senior specialist

• Managed large datasets to identify and resolve billing errors, enhancing accuracy and efficiency. • Utilized Google BigQuery and Teradata for data extraction and manipulation, streamlining reporting processes. • Developed insightful dashboards in Power BI, enabling data-driven decision-making across departments.

Sisal Albania

Sep 2021 – May 2024

Tirana, ALB

Service desk specialist

• Support users for technical problems identifying and managing the hardware and software anomalies found. • Track assistance activities in the Trouble Ticketing tool (opening, updating, closing ticket and customer notification). • Identify, maintain, troubleshoot, and resolve problems for 2nd and 3rd line level of service for users of computing devices, end-user applications. • Monitor and maintain computer systems and networks and proactively escalate to other IT Teams and/or Third Parties. • Support the technicians on field primarily on configuring switches and other hardware devices such as printers. . Test and evaluate new technology and troubleshoot the system and the network to diagnose and solve hardware/ software faults. •Using Active Directory for user management •Help support, train and mentor other team members. •Take ownership of incidents assigned and manage them through to resolution ◦ Ensuring SLAs are met; time to respond, time to resolve. •Tools used: Microsoft CRM trouble ticketing,Jira,Active Directory, Landesk,X2Go,Putty. •Skills : Operating Systems Interpersonal Skills Solver. Software Troubleshooting . SharePoint Hardware Installation Customer Service Office 365. Printer Support . Computer Maintenance . IT Service Management.Deskside. Request Management Active Directory Account Administration . Password Resets Printers ServiceNow. Remote User Support . Desktop Computers.Networking.Computer Hardware Service Desk Problem Solving . Communication Technical Specs Ticketing Systems . Information Technology . LAN-WAN . Troubleshooting Technical Support :IT Hardware Support Databases.SQL.HTML

TELEPERFOMANCE

Jul 2015 – Sep 2021

Tirana, ALB

Team leader

•Led a team of up to 20 customer service agents in a high-volume call center environment. •Monitored daily performance metrics (KPIs, CSAT, AHT) and implemented improvement plans. •Provided real-time coaching and support to enhance customer interactions. •Conducted regular team meetings, performance reviews, and one-on-one sessions. •Collaborated with management to optimize workflows and meet service level targets.

Education

Canadian institute of technology ( CIT)

Sep 2016 – Sep 2018

Bachelor, Software engineer

Ersi Myzeqari

Data & Operations Specialist with 7+ years of experience in technical support, service desk operations, and customer experience.

Skills

Languages