Ali

ALI ULUTAS
CUSTOMER & TECHNICAL
SUPPORT SPECIALIST

ABOUT ME
Customer & Technical Support Specialist with 4+ years of experience
providing Tier 1/Tier 2 support and resolving customer, account, software,
and technical issues. Experienced with Zendesk, Jira, Freshservice, ticket
management, knowledge bases, SLA-driven support, documentation, and
escalation handling. Strong problem-solving, communication, and
multitasking skills, with the ability to work accurately in fast-paced support
environments and navigate multiple systems. Native Turkish speaker with
[відкрити контакти](див. вище в блоці «контактна інформація») strong written and spoken English.

[відкрити контакти](див. вище в блоці «контактна інформація») WORK EXPERIENCE
[відкрити контакти](див. вище в блоці «контактна інформація»)
IT & Help Desk Specialist 2025–2026
Evergreen Turkey | Istanbul, Turkey
Istanbul, Turkey
Managed Tier 1/Tier 2 support tickets, resolved hardware, software, network, account,
and access-related issues, and supported remote users. Worked with Zendesk, Jira,
Freshservice, Active Directory, Office 365, VPN, Intune, and remote support tools.

EDUCATION Handled escalations, documented solutions, maintained knowledge base content, and
ensured incidents were resolved within SLA targets. Provided customer support through
live chat and phone channels, regularly managing 5+ simultaneous customer
conversations while maintaining accuracy, response quality, and timely resolution.

Bachelor’s Degree in
IT & Help Desk Specialist 2022–2025
Computer Engineering
Dönper Danışmanlık Hizmetleri | Istanbul, Turkey
Beykent University Provided technical and customer support for 100+ users, resolving application,
2018–2022 hardware, software, and connectivity issues. Managed Active Directory and Office 365,
supported remote workers, configured VPNs and shared resources, monitored support
tickets, and assisted with onboarding, documentation, and escalation processes.
SKILLS
LANGUAGES
Customer & Technical Support
ENGLİSH (B2) TURKİSH (NATİVE)
Zendesk, Jira & Freshservice
ADDITIONAL TRAINING
Tier 1 / Tier 2 Support

Ticket & Case Management DELİVERİNG EXCEPTİONAL CUSTOMER SUPPORT, HUBSPOT ACADEMY
AI-DRİVEN CUSTOMER SERVİCE, HUBSPOT ACADEMY
Troubleshooting & Problem Solving
CUSTOMER SUPPORT SKİLLS: MANAGİNG CUSTOMER ISSUES & EXPECTATİONS,
HUBSPOT ACADEMY
Escalation Handling

Knowledge Base & Documentation
REFERENCES
SLA Management

Remote Customer Support Gürsel Mutlu
IT Manager | Dönper Danışmanlık Hizmetleri
Multitasking & Customer
Phone: [відкрити контакти](див. вище в блоці «контактна інформація»)
Communication
Email : [відкрити контакти](див. вище в блоці «контактна інформація»)