Igor Jugai
IT Support Engineer
Tallinn
Summary
As an IT Support Engineer with experience at Kuehne + Nagel, I've had the opportunity to work on a range of technical troubleshooting tasks and help improve operational efficiency by managing high-volume ticket queues. I've also been involved in software installation and building good relationships with users. My focus has always been on contributing to the team's success by supporting problem-solving and incident management efforts.
Overview
7
7
years of professional experience
Work History
IT Support Engineer
Kuehne + Nagel
05.2021 - Current
- Provided remote support for a wide range of software and hardware issues.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
IT Technical Support Specialist
Transcom Eesti OÜ
02.2018 - 05.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
Bachelors - Game Design
Eesti Ettevõtluskõrgkool Mainor
Tallinn, Estonia 04.2001 -
High School Diploma -
Tallinna Läänemere Gümnaasium
Tallinn, Estonia 04.2001 -
Skills
Software Installation
Help Desk Support
Network Troubleshooting
Incident Management
Scripting Languages
Active Directory
Technical Troubleshooting
User Support
Ticket management
Application support
Languages
Russian
Native language
English
Advanced
C1
Estonian
Upper intermediate
B2
Timeline
IT Support Engineer
Kuehne + Nagel
05.2021 - Current
IT Technical Support Specialist
Transcom Eesti OÜ
02.2018 - 05.2021
Bachelors - Game Design
Eesti Ettevõtluskõrgkool Mainor
04.2001 -
High School Diploma -
Tallinna Läänemere Gümnaasium
04.2001 -
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