Özgür Özbek
Lecturer/Coach
Experience
Lecturer/Coach
- Lead coach for a support boot camp
Mobile App 3rd Lvl. Support & Administration
Automotive and energy industry
- Handling and coordinating 3rd level requests for mobile apps (iOS & Android)
- Coordinating (Azure DevOps) the backlog, bug reports, and sprints
- Efficient prioritization and coordination in 3rd level support optimized bug fixes and shortened release cycles.
Team Lead Support Line
Insurance
- Coordinating and prioritizing support hotline staff
- Coordinating support and maintenance tasks and optimizing processes
- Training and development of support agents
- Process improvements and training led to a 20% reduction in resolution times and higher customer satisfaction.
Team Lead - 3rd Lvl. & VIP Support
Bank
- Training and development of 1st and 2nd level support staff, and creating and maintaining a knowledge database
- Handling 2nd level tickets that could not be closed initially
- Supporting VIP users
- Conducting user training for deployed applications
- Building a strong support team with efficient knowledge sharing, reducing escalation rates and improving service quality.
Application Development and Administration
Freelancer
- Developing and administering applications (MS AD, TYPO3, JIRA, Confluence, IBM Lotus Domino, Apache)
- Building and maintaining complex websites
- Graphics, logo, and design work
- Hands-on coaching strengthened participants’ independence and established a sustainable, competent, and solution-oriented user culture.
2nd Lvl. Support
Bank
- 2nd level on-site support
1st Lvl. Support
Public Sector
- 1st level on-site support
Summary
With over 25 years of experience in the IT industry, I have developed extensive knowledge and skills that enable me to tackle complex challenges efficiently and effectively. Alongside my previous roles and tasks, I have successfully completed and managed numerous projects as a freelancer in application development and administration.
Over 25 years of IT experience
Team lead / Communication / Time management
Administration
Lecturer and coach
2nd & 3rd level support
VIP support & floor walker
Customer- and solution-oriented work
MS Active Directory, Exchange, M365
MS Azure Cloud, MS DevOps
Cloud technologies, CI/CD, Git, SVN
Oracle, MSSQL, MySQL
PowerShell, Bash, ITIL standard
Kubernetes, Docker, VMWare, Linux
HTML, CSS & JavaScript
TYPO3, FirstSpirit, Joomla, Drupal
Adobe Creative Suite
Atlassian tools (JIRA, Confluence, Trello)
ServiceNow, Matrix24, CM6, Powercloud
Extensive knowledge in system and network administration, especially in Active Directory management in the banking and insurance sectors.
Effective use of agile methods in mobile app support in the automotive and energy industries, focusing on sprint planning and process optimization.
Long-standing experience in project planning and knowledge management to improve processes and document complex IT projects.
Strong communication: acting as an effective interface between teams and departments, with clear, audience-focused communication to avoid conflicts and improve the work environment.
Process optimization: analyzing and improving existing workflows to reduce response times and enhance team performance and customer satisfaction.
Coaching and knowledge transfer: targeted training and hands-on workshops promote an independent support culture and sustainable knowledge growth.
Languages
Certifications & licenses
Certified SCRUM Master
Microsoft Certified Professional
Microsoft
Microsoft Solution Provider
Microsoft
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