Özgür Özbek
Lecturer/Coach
Experience
Lecturer/Coach
- Lead coach of a bootcamp for support staff
3rd Level Support & Mobile App Administration
Automotive and energy industry
- Processing and coordination of 3rd level support requests for mobile apps (iOS & Android)
- Coordination of backlog and bug reports using Azure DevOps in sprints
- Technologies: PowerShell, Bash, ITIL, Kubernetes, Docker, VMWare, Linux, HTML, CSS, JavaScript, TYPO3, FirstSpirit, Joomla, Drupal, Adobe Creative Suite, Atlassian Tools (JIRA, Confluence, Trello), ServiceNow, Matrix24, CM6, Powercloud
Team Lead Support Line
Insurance
- Coordination and prioritization of SP hotline staff
- Coordination of support and maintenance activities
- Process optimization
- Training and development of SP agents
Team Lead 3rd Level & VIP Support
Bank
- Administration of support operations
- Training and further education of 1st and 2nd level support staff
- Creation and maintenance of a knowledge database
- Handling of 2nd and 3rd level support tickets that could not be closed at earlier stages
- VIP support and floorwalker duties
- Customer- and solution-oriented support for VIP users
- Conducting user training for deployed applications
Application Development and Administration
Freelance
- Development and administration of applications using MS Active Directory, TYPO3, JIRA, Confluence, IBM Lotus Domino and Apache
- Building and maintaining complex websites
- Graphic, logo, and design work
2nd Level OnSite Support
Bank
1st Level OnSite Support
Public Service
Summary
With over 25 years of experience in the IT industry, I have developed a broad set of skills and knowledge that allow me to tackle complex challenges efficiently and effectively. Alongside my roles to date, I have successfully completed and managed numerous projects as a freelancer in application development and administration.
Skills
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 Experience In System And Network Administration, Especially Active Directory Management In The Banking And Insurance Sector.
Effective Use Of Agile Methods In Mobile App Support In The Automotive And Energy Industries, With A Focus On Sprint Planning And Process Optimization.
Powercloud And Atlassian Tools (Jira, Confluence): Years Of Use In Project Planning And Knowledge Management To Improve Processes And Document Complex It Projects.
Strong Communication: Acting As An Effective Link Between Teams And Departments, With A Clear, Audience-focused Communication Style To Prevent 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 Workshops And Hands-on Training To Foster An Independent Support Culture And Sustainable Knowledge Growth.
Languages
Certifications & licenses
Certified SCRUM Master
Microsoft Certified Professional
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