Sena Okutan
IT Specialist
Sliema
Summary
Greetings! 🚀 I embarked on my journey in the IT industry, I've honed my skills across various business domains, collaborating with international companies to sharpen my communication abilities as a key liaison.
Currently, I hold the position of IT Specialist for both our London and Malta offices, overseeing operations across LATAM, North America, and EMEA regions. In this role, I manage seamless coordination between office admins, HR, and IT departments, handling tasks such as asset management, documentation, onboarding, technical support, network installation, off-boarding processes, and more.
My hands-on experience in team management has equipped me with the skills necessary for leadership roles. I thrive in dynamic environments and am dedicated to continuous learning, ensuring alignment with company policies and driving success in our endeavors.
Let's connect and explore how my blend of experience, technical acumen, and leadership can contribute to the success of our future projects. 🌐💡
Overview
10
10
years of professional experience
3
3
Languages
Work History
IT Specialist
Binance
12.2021 - Current
- UK office migration, network installation and configuration of network printers and setup for office peripherals
- Project owner for BPO Ops. Developing Ops Standards, and documentation for Onboarding and Off-boarding.
- Successfully lead, implementation and migration of new software.
- Responded to data requests and utilized Figma for data visualization in presentations.
- Coordinating day to day IT Operations with stake holders.
- Successfully trained new IT team members, ensuring to meet highest business standards.
- IT Asset Management for over 3500 devices (UK & EMEA)
- Providing Technical support, troubleshooting a variety of issues on MacOS / IOS systems. (UK & EMEA & LATAM & North America)
- MDM systems configuration on laptops and mobile devices. (Over 2000 devices on site only)
- Utilized ABM (Apple Business Manager) / DEP systems to successfully provide seamless remote onboarding
- Managed Global Binance Onboarding and Off-boarding operations, scaling weekly onboarding from 10~ to over 100
- Designed IT Ops workflows to ensure regulatory compliance.
- Creating HTML codes for more presentable external communications.
CS Team Lead
Binance
01.2021 - 12.2021
- Managed CS team's daily shifts; monitor, supervise and assess CS agents' daily activities and have a good understanding of their work performance, with a main purpose of improving overall service quality
- Managed team members' work shift schedule, balance and adjust key performance metrics to meet a high standard of quality and volume
- Developed plans for implementing new products and business processes; including working with training supervisor to develop and implement training programs, and provide input for business process optimisation
- Participated in the formulation and execution of CS processes, SLA, work plans and responsible for overall service quality delivery and team performance achievement
Security & Complaint Specialist (CS Operations)
Binance
04.2020 - 12.2020
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Developed highly empathetic customer relationships and earned reputation for exceeding service standard goals.
Senior Technical Consultant
Microsoft
11.2016 - 02.2020
- Collaborated with stakeholders to transform client requirements into turnkey solutions.
- Providing Microsoft customers technical support through the help of remote desktop software.
- Capitalizing on opportunities to upsell new software, in order to increase conversion rates.
- Creating balance between client, company, and the customer: keeping average handling times in balance,and all KPIs on target, and having maximum occupancy & efficiency, and keeping customers satisfied through solving their problems, while always following communication procedures, guideline and policies
- Swiftly understanding the customer's problem, and responding with solutions immediately, with apure focus on First Contact Resolution (FCR)
Digital Media Consultant & Account Manager
Dugun.com
01.2014 - 01.2016
- Assessed paid media analytics against KPIs using Google Analytics, internal reporting and agency reporting and presented findings to key stakeholders.
- Handling more than 300 clients' subscriptions across 3 cities, and performing cold-calls to potential clients in order to inform them of the opportunities our company has to offer, and why they should
prefer our subscription based services - Quarterly, semi-annual, and annual meetings, in which various reports (financial analysis,
keyword analysis, click-through rate, user behaviour analysis, SWOT analysis, competition
analysis) are reviewed with the client and action plans are prepared for the upcoming periods. - Reviewing every aspect of a client's public image; min-maxing their description on our platform
which includes: Reviewing key points such as: bio, images, vision, capacity and capabilities, in
order to identify any component that needs improvement. - Contributing to the personal and professional development of team members, by coaching and
mentoring them on how to perform and perfect the aforementioned tasks, in order to maximize
efficiency and increase gross margin.
Education
Bachelor of Science - Statistics And Computer Science
Ege University
Izmir, TurkeyMBA -
Bolton University
Athens, GreeceSkills
Confluence - Tech Documentation
Timeline
IT Specialist
Binance
12.2021 - Current
CS Team Lead
Binance
01.2021 - 12.2021
Security & Complaint Specialist (CS Operations)
Binance
04.2020 - 12.2020
Senior Technical Consultant
Microsoft
11.2016 - 02.2020
Digital Media Consultant & Account Manager
Dugun.com
01.2014 - 01.2016
Bachelor of Science - Statistics And Computer Science
Ege University
MBA -
Bolton University
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