Gvido Riks

Allocated to another Hexaware Technologies project Wickes as one of the shift leads.

First traveled to onsite for a 6 week period, to get accustomed to the project, and already introduce some changes. Have since been working on two projects simultaneously.

Main responsibilities:

• Introduced Quality procedures, KPIs, quality audits, created the necessary forms adjusted for this project
• Main lead for introducing Virtual Agent (chat option) as another channel for support
• Leading on handling Escalations, monitoring and driving soon to breach SLA issues
• In the process of introducing and building Confluence for all-encompassing knowledge base
• Attending any meetings necessary as per other lead availability
• Helping with any pressing tasks
• Covering other lead tasks if or when they are unavailable

As per my experience with Service Desk throughout many if not all aspects, had the opportunity to help with new Service Desk project transition for T-Mobile, one of Hexaware Technologies projects..

Main tasks included:

• Taking interviews either alone or together with service manger/team lead - hiring the team
• Helping with creating documentation (SOPs, KTs etc)
• Taking training sessions, and further training the staff
• Hand in hand work with service manager, splitting responsibilities
• Delegating tasks within the team
• Created methods to integrate functions, optimize processes and prepare staff through proactive training.

New role within Tele2 as System Manager of Security cameras system, Ratings system, Feedback system and different Keycard/Access systems.
Key roles:

• System support, new access creation/approval/allocation, system server management, alarm management, on-call duty
• CRQ implementation, risk analysis, BCP planning.
• Making judgment decisions within proper policy and procedures.
• Server or System patching as per security advised organization policies
• Managed information system regulatory compliance to meet updated guidelines.

Working on-site for Tele2, one of Hexaware Technologies projects.

• Joined as 1st line specialist, quickly learned, and within a year was promoted to a Senior (for L1 and L2 roles)
• Went on a Business Trip to India for KT, led multiple trainings almost each day for four weeks (including hands-on trainings)
• Business Trip to India as Acting Servicedesk Team Lead for 2 month period - training Team Lead replacement
• Account management for approximately 50 systems, including new colleague training about and within the system (workorder/deletion handling)
• Quarterly Billing System reconciliations - due to some GDPR compliance, task allowed only for me (as EU citizen, and working onsite)
• Dispatch, Resolution quality audits
• ITSM (BMC Remedy) request/incident handling, dispatching, creation, user contact via call, remote session, MS Teams, S4B
• 1st line and 2nd line colleague consultations about their tickets (hands on person within Servicedesk)
• Different issue monitoring, being part of stakeholders
• New system support Handover handling
• Migrating to Confluence from SharePoint, managing, updating information
• Go to person for unsolvable SD related issues, but not necessarily limited only to SD, my input might be requested by anyone, and still is

• Technical support, answering client questions, providing consultations through emails and or during a call
• Assistance with - Issuing and Acquiring - transactions, MasterCard branded cards
• Fraud monitoring
• Account/Terminal setup within company Payment Gateway
• Payment Gateway Work during the night shift to provide 24/7 support, mainly for customers from America
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Occasional promotional call to the future customer as per Sales team request
• Certificate acquired: Prevention of money laundering and terrorist financing
• AML&CTF at SIA ''Compliance Baltic''.

• Work experience in the United Kingdom, worked for two different companies - Symington's Fine Foods and Norbert Dentressangle contract at ASOS warehouse
• Picking and packing, quality check.
• Printed labels, packaged boxes, and loaded into outbound containers.
• Took on extra hours and shifts during busy periods to meet tight shipping deadlines.

• Traveled by foot or automobile to deliver or sell Latvijas Mobilais Telefons (LMT) merchandise or services.
• Learned and implemented consultative selling skills to identify opportunities, overcome objections and close sales.

• Summer promotion offer for young people from Eugesta&Partners
• The arrangement of products and special offers appliance
• Driving around Latgale region with an employee from Eugesta&Partners to different shops, being introduced to their profession.
• Removed damaged, out-of-code, not-in-set and discontinued items from displays.