Summary
Overview
Work History
Education
Skills
Timeline
Skills
English

Kjazim Caro

Brno,Czech Republic

Summary

About Me:

EX Small Bussines owner,Operations Manager,Team leader. Experienced Technical Support Specialist with a demonstrated history of working in the telecommunications industry.


Hardworking and enthusiastic about take on exciting new challenges. Dynamic communicator with disciplined approach.


Dedicated with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care.

Overview

24
24
years of professional experience
4
4
Languages

Work History

Senior Associate Systems Administration

AT&T
Brno
02.2022 - Current
  • Tier 2 of Email support, working on Exchange online, OWA, Outlook Support
  • Maintaining positive, empathetic and professional attitude toward customers at all times
  • Acknowledging and resolving customer complaints
  • Keeping records of customer interactions, transactions, comments and complaints
  • Communicating and coordinating with colleagues as necessary.
  • Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
  • Promptly mediated disputes between associates to promote better collaboration and avoid work disruption.
  • Assigned tasks to lower-level personnel based on qualifications and skills set.
  • Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
  • Worked with users to determine areas of technology in need of improved usability.

Staff Associate/Customer

AT&T
Brno
10.2019 - 01.2022
  • Respond to customer phone calls as first line of support for AT&T
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Ensure positive experience by providing right customer solution
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Handle a range of issues related to AT&T products & services (DSL and Fiber broadband internet, IPTV services, TV Services, email issues, streaming platform accounts)
  • Additional responsibilities:
  • Team huddles (analyzing team results, setting goals and focus points for future ones)
  • Team training's (preparation of customized training's on specific subjects, tools, and presenting it to designated teams)
  • Individual mentoring (1on1) with newcomers supporting and providing additional support
  • Shadowing (call observation) of team members that struggle with certain skills/tools, as well as working on personal development to achieve best results
  • Skill Transfer
  • CRM,Soft Skills,Employee training,Personal training,De-Escalation techniques,Customer Service.

Technical Support Specialist

A1 Telecom Austria
Skopje
08.2016 - 09.2019
  • Exceeds customer's expectations by providing premium customer experience regarding A1's fixed services
  • Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for company
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Respond to customer phone calls as '1st and 2nd line' of support for A1
  • Ensure positive experience by providing right customer solution
  • Handle a range of issues related to A1 products & services (DSL,Fiber ,Cable DOCSIS and WDSL broadband internet, IPTV services,TV Services DVB C-T, email issues, streaming platform accounts)
  • Team huddles (analyzing team results, setting goals and focus points for future ones)
  • Team training's (preparation of customized training's on specific subjects, tools, and presenting it to designated teams)
  • Individual mentoring (1on1) with newcomers ,training and mentoring on De-escalation techniques
  • Shadowing (call observation) of team members that struggle with certain skills/tools, as well as working on personal development to achieve best results possible.

Computer and Network Technician

Egyptian Embassy
Sarajevo
05.2004 - 12.2010
  • Communicated with users to resolve complaints by identifying issues, possible malfunctions or need for further user education
  • Disassembled units to diagnose issues and repair equipment for users
  • Reassembled, adjusted and cleaned equipment as needed to provide finished product
  • Recorded maintenance and repair work performed on units
  • Trained new technicians on procedures and their job functions within department.
  • Installed cabling, wireless routers and telephone systems for data communications networks.
  • Assigned application access, security roles and permissions.
  • Worked with outside vendors for fiber installations and service.

Small Business Owner

Internet Gaming Club Hackers d
Sarajevo
05.2003 - 05.2010
  • Started computer repair business, and Internet Gaming Club and continuously manage all administrative and operational aspects of business
  • Preformed numerous maintenance's on various desktop/laptop PC's and networks, which included trouble shooting, replacing hardware, virus removal, software installation / maintenance, back-ups / recoveries, and basic computing tutoring
  • Installed, upgraded and updated networks for local small businesses and personal users
  • Demonstrated excellent customer service skills and professionalism when working with customers
  • Answered advanced software and hardware questions quickly and efficiently, providing expert service
  • Focused on Computer repairs as well as conducted up-selling strategies to increase hardware sales
  • Hired and supervised staff of 4-25 during peak business seasons, training and motivating daily
  • Kept detailed and organized inventory of revenue, reordered parts, shipped systems and accessories all over country
  • Converted store into Internet Gaming cafe and Training's for novice computer users
  • Conducted training sessions for customers on how to use, and repair machines efficiently

Co-Owner

Hollywood Cookie's Shop
Sarajevo
08.2001 - 08.2004
  • Trained incoming staff on menu, serving protocol, etc providing consistent and enjoyable customer dining experience
  • Managed inventory, stock and supplies items executing over 10k meals per month with 110 menu items
  • Led new product development/introduction & managed existing products, including product update and retirement, increasing new customers by 40% & return customers by 90%
  • Maintained nightly credit card batch and cash out ensuring 100% accountability of revenue
  • Increased operational revenue by more than 40 % through quality food and exceptional service
  • Established marketing strategies that would create greater value and promote demand
  • Prepared financial information to identify expenses and revenue of operation
  • Analyzed overall operation to find ways to build sales, profitability, guest counts, and effective cost controls
  • Motivated six employee team with diverse background and skill sets to meet sales and expectations
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Evaluated suppliers to maintain cost controls and improve operations.

Co-Owner

Gala Bakery and Cookie Shop
Sarajevo
02.2000 - 08.2002
  • Trained incoming staff on menu, serving protocol, etc providing consistent and enjoyable customer dining experience
  • Managed inventory, stock and supplies items executing over 10k meals per month with 110 menu items
  • Led new product development/introduction & managed existing products, including product update and retirement, increasing new customers by 40% & return customers by 90%
  • Maintained nightly credit card batch and cash out ensuring 100% accountability of revenue
  • Increased operational revenue by more than 40 % through quality food and exceptional service
  • Established marketing strategies that would create greater value and promote demand
  • Prepared financial information to identify expenses and revenue of operation
  • Analyzed overall operation to find ways to build sales, profitability, guest counts, and effective cost controls
  • Motivated six employee team with diverse background and skill sets to meet sales and expectations
  • Evaluated suppliers to maintain cost controls and improve operations.

Education

High School Diploma -

Srednja Elektrotehnička Škola Sarajevo, Sarajevo, Bosnia & Herzegovina
09.2004 - 2008.05

Completed high school with a specialization in Computer Science and Information Technology.
Developed proficiency in several key areas, including:
Computer Systems: Gained a solid understanding of computer hardware and software components, including hardware functions and operating systems.
Web Development: Acquired foundational web development skills, including HTML, CSS, and JavaScript, along with knowledge of web applications.
Networking: Understood fundamental networking concepts, including protocols, IP addressing, and network topologies.
Operating Systems: Familiarized with operating system functions, including process management and file systems.
Cybersecurity: Gained awareness of cybersecurity concepts and best practices.
Software Development Lifecycle: Explored the software development process, from requirements gathering to deployment.
Problem Solving: Developed strong problem-solving abilities through hands-on programming and coursework.
Project Management: Demonstrated project management skills, including task planning and teamwork, in various class projects.
Ethical and Legal Considerations: Recognized the importance of ethical and legal aspects related to technology.
Soft Skills: Enhanced communication, teamwork, and presentation skills, crucial for effective collaboration in a professional IT environment.

Skills

    Gathering information

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Timeline

Senior Associate Systems Administration - AT&T
02.2022 - Current
Staff Associate/Customer - AT&T
10.2019 - 01.2022
Technical Support Specialist - A1 Telecom Austria
08.2016 - 09.2019
Srednja Elektrotehnička Škola Sarajevo - High School Diploma,
09.2004 - 2008.05
Computer and Network Technician - Egyptian Embassy
05.2004 - 12.2010
Small Business Owner - Internet Gaming Club Hackers d
05.2003 - 05.2010
Co-Owner - Hollywood Cookie's Shop
08.2001 - 08.2004
Co-Owner - Gala Bakery and Cookie Shop
02.2000 - 08.2002

Skills

    Gathering information

English

My English proficiency is at an advanced level (CEFR C1), which reflects my ability to communicate effectively in both written and spoken English. I am confident in using English in various professional settings, including business meetings, negotiations, presentations, and written communication such as reports and emails. This level of fluency allows me to engage comfortably with colleagues, clients, and international partners in English-speaking environments. Additionally, I am well-versed in technical and specialized vocabulary related to my field of expertise, further enhancing my ability to excel in English-proficient work environments.

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Kjazim Caro