Fisnik Meholli
Prishtina
Summary
An experienced professional with a strong background in technical and customer support, particularly at Tive. Skilled in hardware and software testing, diagnostics, and empathetic customer service, driving efficiency and issue resolution. Proven ability to enhance team knowledge and leverage technical expertise to improve customer satisfaction and operational success
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Tive
Prishtina
03.2024 - Current
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Conducted detailed diagnostics and troubleshooting on complex customer technical problems.
- Analyzed data trends to identify areas of improvement within the team.
- Led training sessions for new customer support engineers, enhancing team knowledge and efficiency.
Customer Support Representative
Tive
Prishtina
06.2023 - 03.2024
- Handled escalated customer service issues with professionalism and empathy.
- Collaborated with other departments to resolve customer issues quickly.
- Documented, tracked, and monitored customer issues in CRM to foster resolution.
- Resolved tickets raised by customers within SLA timelines while keeping track of the resolution status in the ticketing system.
Social Worker
Unhcr/Krct
Prishtina
01.2023 - 07.2023
- Developed workable solutions for recurring problems for individuals and families.
- Assisted clients in accessing community resources such as housing, food pantries, and transportation options.
- Conducted assessments of client needs, strengths, and resources to develop treatment plans.
- Provided crisis intervention services, as needed.
Business Owner
Area 51
Mitrovica
09.2019 - 12.2022
- Repaired laptops by replacing broken screens or other malfunctioning parts.
- Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
- Installed new systems and components according to service orders and manufacturer instructions.
- Installed operating systems and applications software on customer computers.
- Completed data recovery from failed hard drives using specialized tools and techniques.
Education
BBA - Psychology
Universiteti I Prishtinës
Prishtina10-2018
MBA - Applied IT
International Business College of Mitrovica IBC-M
MitrovicaSkills
- Hardware diagnostics
- Software diagnosis
- Application support
- Technical support
- Product Troubleshooting
- Knowledge base management
- Customer service
Certification
- QA Hub - Software tester and Agile tester
- IT essentials and soft skills- Prishtina Rea
Affiliations
- Table Tennis
- Soccer
Timeline
Technical Support Representative
Tive
03.2024 - Current
Customer Support Representative
Tive
06.2023 - 03.2024
Social Worker
Unhcr/Krct
01.2023 - 07.2023
Business Owner
Area 51
09.2019 - 12.2022
BBA - Psychology
Universiteti I Prishtinës
MBA - Applied IT
International Business College of Mitrovica IBC-M
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