Sofiko Mikeladze
Budapest
Summary
Dynamic IT Service Desk Manager with over a decade of experience in the IT Support SSC environment, recognized for a strong track record of enhancing team performance and driving operational excellence. Expertise in leading and motivating diverse teams to achieve productivity goals while delivering exceptional service quality. Committed to fostering a collaborative work culture that empowers team members and promotes continuous improvement. Proven ability to implement strategic initiatives that align with organizational objectives and elevate customer satisfaction.
Overview
11
11
years of professional experience
Work History
Cross-functional Applications Team Lead
KOSTAL Global Business Center KFT Hungary
04.2024 - Current
- Full-scale people management and functional responsibility of a team of IT colleagues dealing with enabling applications operations & service
- Organize and optimize own team’s performance and ensure that the execution of the processes are in line with all relevant guidelines
- Implement changes according to the objectives of the company
- Ensure quality and timeliness of enabling applications service & operations processes while building strong relationships with other functions
- Ensure proper staffing and development of department personnel
- Contribute to the development of policies and training documents
- Act as first escalation point
- Monitoring KPIs and SLAs
- Lead, coach, develop and appraise employees within the team, communicate team goals, conduct team meetings
- Responsible for driving continuous improvement in your team and meeting the target in the area and/or contribute to tower level targets
- Identify bottle necks in work processes, provide proposals on improvement opportunities, ensure implementation and track progress
- Lead assigned projects - promoting effectiveness and efficiency in day-to-day operation
IT Service Desk Team Leader/Project Manager
Morgan Stanley
04.2021 - 04.2024
- Implementation of new Insourced Service Desk
- Hiring/forecast resource allocation
- Workforce Management
- IT Service Desk Team Management
- Implementing New Process and Procedures
- CSAT DSAT analysis
- Quality Management
- Coaching
- Operations Management
- Organizing Team Buildings
- Scorecard revision identifying improvement areas
- Performance revision.
- Led weekly team meetings providing feedback on individual performance metrics as well as discussing areas of improvement.
- Implemented knowledge base articles for self-service options for end users.
- Developed, implemented, and managed service desk processes and procedures.
- Ensured compliance with established SLAs regarding response time and resolution times.
- Conducted regular meetings with stakeholders to discuss progress of ongoing projects or initiatives.
- Collaborated with other departments such as Network Administration and Systems Engineering on projects related to the Service Desk function.
IT Service Desk Team Leader Adidas EMEA
Computacenter
03.2020 - 04.2021
- Overall responsibility for managing IT Service Desks to ensure delivery of agreed SLAs/KPI’s
- Planning the resources demand to deliver on contractual SLAs/KPIs
Senior Team Leader - Rothschild Bank Account
CPL Integrated Services-Hewlett Packard Enterprise
05.2016 - 02.2020
- Overall responsibility for managing IT Service Desk Teams to ensure delivery of agreed SLAs/KPI’s
- Providing constructive feedback in a timely and professional manner on personal performance related issues
- End to end management of customer escalations and complaints
- Resource management, taking part in assessment centers, active participant in recruiting, talent assurance process.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Successfully led teams of up to 15 people in a fast-paced environment, fostering collaboration and communication among team members.
- Identified areas where processes could be improved upon and worked with the appropriate departments to implement changes accordingly.
- Provided regular feedback and coaching to team members, motivating them to reach their goals.
Knowledge Manager, Subject Matter Expert (SME)
CPL Integrated Services-Hewlett Packard Enterprise - Rothschild Account
11.2015 - 05.2016
- Assisting Team Leader in driving the performance of the desk to ensure that all contractual SLA agreements are met
- Maintenance of the Desk’s Knowledge Base
- Ad-hoc requests from the TL/OM/ODM
- Working close with the Client, ensuring call and case quality on the desk
- Knowledge Database content creation
- Mentoring, training and coaching IT Support Team
- Preparing and carrying out training plans for new hires, creating monthly knowledge tests for agents.
- Collaborated with IT team to maintain system performance, ensuring seamless access to critical information resources at all times.
- Maintained a high level of customer satisfaction by promptly addressing inquiries related to proprietary software applications.
RDM Specialist Desktop Support Level 2
CPL Integrated Services-Hewlett Packard Enterprise- Rothschild
06.2015 - 11.2015
- Windows2003/2010 Server administration/configuration/troubleshooting, Windows 7/8/10 desktop support
- Active Directory and DRA administration and configuration including Group Policy
- The remote support of users in Citrix environment
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Remote troubleshooting of hardware issues and operating system level problems in Windows and Linux environment
- Request Management, user account creation
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Customer Technical Support Analyst
CPL Integrated Services-Hewlett Packard Enterprise - Eli Lilly Account
12.2014 - 06.2015
- Maintenance of computers, iPads, solving software and application issues
- Log, validate and diagnose customer’s issues
- Providing to customers quick solutions through information, analytical troubleshooting and problem research
- Escalation and management of calls/contacts to agreed service levels
- Active Directory administration and configuration including Group Policy.
- Diagnosed computer problems, determined source of errors, installed software updates and configured systems accordingly.
- Documented customer service inquiries, resolutions and outcomes accurately in ticketing system.
- Handled customer complaints and escalated issues according to procedures.
- Troubleshot issues on device-specific problems, network performance, and internet connectivity.
- Maintained accurate records of customer interactions and transactions; updated customer information accordingly.
- Achieved higher levels of customer satisfaction by tailoring support strategies to individual needs and preferences.
Education
Certificate - Microsoft Office Applications
Technical University of Georgia
04.2005
Bachelor’s degree - Education and Research
Georgian State University
06.1996
Skills
- Coaching and mentoring
- Excellent problem-solving ability
- Talent development
- Solution-focused mindset
- Experience in escalation management
- Excellent communication
- Detail-oriented
- Leadership
- Team Management
- Stakeholder management
- Account Management
LANGUAGES
Georgian
English
Russian
Italian
WEBSITE, PORTFOLIO AND PROFILES
www.linkedin.com/in/mia-miaalka-b5969078
Timeline
Cross-functional Applications Team Lead
KOSTAL Global Business Center KFT Hungary
04.2024 - Current
IT Service Desk Team Leader/Project Manager
Morgan Stanley
04.2021 - 04.2024
IT Service Desk Team Leader Adidas EMEA
Computacenter
03.2020 - 04.2021
Senior Team Leader - Rothschild Bank Account
CPL Integrated Services-Hewlett Packard Enterprise
05.2016 - 02.2020
Knowledge Manager, Subject Matter Expert (SME)
CPL Integrated Services-Hewlett Packard Enterprise - Rothschild Account
11.2015 - 05.2016
RDM Specialist Desktop Support Level 2
CPL Integrated Services-Hewlett Packard Enterprise- Rothschild
06.2015 - 11.2015
Customer Technical Support Analyst
CPL Integrated Services-Hewlett Packard Enterprise - Eli Lilly Account
12.2014 - 06.2015
Bachelor’s degree - Education and Research
Georgian State University
Certificate - Microsoft Office Applications
Technical University of Georgia
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