Arlind Laci

Operations Associate

Hoofddorp, North Holland, Netherlands17 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over a decade of experience in technical support.
Expert in IT service management and project management.
Proven track record in customer satisfaction and team leadership.

Stackforce AI infers this person is a Telecommunications professional with strong expertise in IT service management and technical support.

Contact

arlindlaci@gmail.com LinkedIn

Skills

Core Skills

Project ManagementIt Service ManagementCustomer Satisfaction

Other Skills

ApacheBashC++CCNACisco TechnologiesCoachingCommunicationConflictConflict ManagementEMC StorageEmotional IntelligenceEnglishFrenchGSMHTML

About

Experienced Technical Support Engineer with a demonstrated history of working in the telecommunications industry for hundred of customer worldwide. Skilled in Networking, RHEL, SunSolaris, Oracle, Cisco Systems products, VAS products. Strong information technology professional with a Msc focused in Computer Engineering from Epoka University.

Experience

17 yrs 5 mos

Total Experience

3 yrs 6 mos

Average Tenure

7 yrs 3 mos

Current Experience

Nutanix

4 roles

Technical Support Manager

Promoted

Aug 2022 – Present · 3 yrs 10 mos

Performance ReviewsCoachingSupport EngineersTeam LeadershipProblem SolvingProject Management+9

Technical Support Team Lead

Oct 2021 – Aug 2022 · 10 mos

Performance ReviewsCoachingSupport EngineersProblem SolvingProject ManagementIT Service Management+8

Senior Systems Reliability Engineer

Promoted

Feb 2020 – Oct 2021 · 1 yr 8 mos

CoachingSupport EngineersProblem SolvingProject ManagementIT Service ManagementSoftware as a Service (SaaS)+4

Systems Reliability Engineer

Mar 2019 – Feb 2020 · 11 mos

Support EngineersProblem SolvingIT Service ManagementSoftware as a Service (SaaS)Customer SatisfactionEmotional Intelligence+1

Mavenir

TAC NGVM Support Engineer

Mar 2012 – Feb 2019 · 6 yrs 11 mos · Tirana

Supporting Voicemail, WhoCalled, MultimediaCallCompletition, FunDial platforms.
Working on daily basis with ticketing system providing support services for hundred of customers worldwide.
Planned activities, patch installation, upgrades, troubleshooting. Preparing and review Statements of Work (SOW/MOP) documents for activities on customer systems.
Extensive experience on Unix/Linux, Solaris, Oracle, Informix, LDAP, Veritas Cluster, Legato, EMC, NetApp, Apache etc.

Support EngineersProblem SolvingIT Service ManagementCustomer SatisfactionCommunication

Innova sa

Customer Support Engineer

Apr 2011 – Apr 2012 · 1 yr · Tirana

Provide onsite support for 2 of the biggest teleco's in Albania, Vodafone Albania and AMC on their Comverse platforms.
Voicemail Insight, WHC Missedcallnotifiction, FunDial, MCC, USSD gateway etc.
Working on customer cases daily and handling different issues like OS, DB, Signaling, HW related.

Support EngineersProblem SolvingIT Service ManagementCustomer SatisfactionCommunication

Teoalb

IT Manager

Jan 2011 – Apr 2011 · 3 mos · Tirana

Managing a team of engineers whose duty was to install, deploy dispatch on site and then support POS nodes in entire territory of Albania, which will be used to issues online payments for facility bills. The project aim was to facilitate payment of bills and make it quick and easy for everyone, avoiding long queues.

Support EngineersProblem SolvingProject ManagementIT Service ManagementCustomer SatisfactionCommunication+1

Vodafone

2 roles

Intelligent Network & Value Added Services Support Engineer

Mar 2010 – Jan 2011 · 10 mos

Support huge variety of platform related to VAS, prepaid, messaging, multimedia, call completion, recharge etc.
Running daily check on the systems, preparing automated scripts to help on daily tasks. Follow up issues with specific vendors like Nokia, Alcatel-Lucent, Airwide, Comverse etc.
Playing key role on new project implementation and following on support phase.

Support EngineersProblem SolvingIT Service ManagementCommunication