Ana Markovska
Skopje,,Macedonia
Summary
Experienced Customer Service and Technical Support Specialist with a strong background in outsourcing and offshoring industry. Skilled in providing excellent user support, solving technical issues, and analyzing data to improve operations. Known for strong communication, problem-solving, and multitasking skills. Technologically savvy, with a talent for simplifying technical challenges and creating effective solutions. Committed to delivering quality service, improving processes, and supporting teamwork to meet customer and business needs.
Overview
5
5
years of professional experience
Work History
Support Analyst
Accolade
Prague
12.2024 - Current
- Managed user accounts within Active Directory environment, and handled password reset.
- Primary point of contact for client level incidents and service requests.
- Answered user inquiries to resolve macOS and Windows hardware or software operation problems.
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
- Collaborated closely with other departments to resolve escalated customer issues quickly.
- Troubleshoot end-user devices, user access, and system issues.
Technical Support Specialist
AT&T Co.
Brno
05.2023 - 11.2024
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Document troubleshooting and resolution notes in our CRM
- Collaborated with cross-functional teams to address technical challenges beyond the scope of expertise
- Determine priorities and ensure proper escalation when necessary.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Used remote login tools to assist clients with technical and product questions.
- Updated customer information and account status in the database following each interaction.
Logistics Specialist
Task Force
Skopje
05.2020 - 12.2022
- Prepare orders by processing requests
- Solving shipping issues
- Performed regular audits of inventory levels at warehouses to ensure accuracy.
- Created detailed reports on logistics operations, including cost analysis, shipment tracking, and performance metrics.
- Communicated regularly with customers regarding their order status.
- Organized and managed the inventory of all incoming and outgoing shipments.
- Planned and prioritized day-to-day shipments in collaboration with the warehouse.
Education
Course - Learn HTML
Www.codecademy.com
02-2024
Bachelor Degree in Pedagogy
University Ss Cyril And Methodius - Skopje
MacedoniaSkills
- Okta
- Jira
- Zendesk
- Active Directory
- Technical troubleshooting
- Customer support
- Remote assistance
- Telecommunication
- Outlook
- Online chat support
- Time management
- Detail oriented
Languages
- English
- Macedonian
- Serbian
- Spanish
Timeline
Support Analyst
Accolade
12.2024 - Current
Technical Support Specialist
AT&T Co.
05.2023 - 11.2024
Logistics Specialist
Task Force
05.2020 - 12.2022
Course - Learn HTML
Www.codecademy.com
Bachelor Degree in Pedagogy
University Ss Cyril And Methodius - Skopje
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