1. Dimitrios Gerogiannis
5 Bouboulinas Street, GR15341 Aghia Paraskevi  Athens, Greece
 (+30) 6977 633 729
 dimigero@otenet.gr Dimitris Ivan Dimitrios Gerogiannis
Professional Objective:
IT Technical Support / Customer Service Agent
Professional Profile
… ALWAYS MAKING CUSTOMER SERVICE A POSITIVE EXPERIENCE FOR THE CLIENT…
Experienced Technical Support Agent both in level-1 and level-2 technical support positions, with a focus on
engaging customers and solving problems based upon deep knowledge on particular products and services.
Capable of applying techniques to gain a deep understanding of the issues that concern the customer and give
them a feeling of confidence in the company. Fully aware of the responsibility to represent the company and
reinforce relationships with customers, contributing in this way in customer retention and account growth.
Core Competencies:
 Telephone Customer Service Techniques
 Strong Technical Background
 Maintaining Customer Records
 Making Customer Experience Pleasant
 Strong Interpersonal Skills
 Fitting Solutions with Problems
 Demonstrating Calmness & Patience
 Negotiation & Persuation
Technical Support Experience
Freelance Technical Support  Athens, Greece 02/2013 – present
 Gathering customer information through the phone or through onsite visits, identifying problems relating to
software or hardware and resolving them. Duties included Windows and Windows server support, troubleshoot
of networks and internet connection issues, hardware problem-solving, service desk via teamviewer application,
set up and configuration of security applications.
 Providing consulting on technical issues to individual users and small companies.
ERT – Greek National Broadcaster  Athens, Greece 12/2005 – 02/2013
Position held: Web TV Administrator (contract position) 02/2012 – 02/2013
 Processed, uploaded and monitored site content (news videos, short documentaries etc. by using AVS v.6.1)
 Handled incoming calls and supported web site visitors on demand
 Planned, defined and implemented site changes and functional improvements (by using JOOMLA CMS)
 Gained experience on multimedia and multimedia technical support
Congressional Staff – Marietta Giannakou 12/2005 – 01/2008
Position held: Oracle Database Administrator on SQL server 2000
 Provided technical support on data base issues (database optimization and tunning), such as queries and
reports, data entry and LAN maintenance (resolved networked connectivity issues, provided support in
hardware and software related matters, installed and configured security applications).
 Managed Microsoft Active Directory (deleted profiles, managed permissions and created user groups).
OTENET S.A.  Athens, Greece 06/2000 – 04/2005
The leading Greek Internet and Internet Protocol Services Provider
Position held: Internet & Customer Support Agent / Level 2 Support & Team Leader
 Provided in depth technical support to customers investigating elevated issues: confirmed validity of problems
and identified key factors that caused the problem, delivered effective solutions and troubleshooting. Duties
included installation and support of router connections, TCP/IP configuration settings in Windows, Apple OS and

2. Dimitrios Gerogiannis curriculum vitae 2 | P a g e
Linux OS, e-mail account setting up in several versions of e-mail clients, communication with other departments
and escalation of company’s network related issues to the NOC and Data Center Departments
 In the role of Team Leader provided training, directions and guidance to a group of customer support agents
and new comers.
 Developed critical thinking, team building negotiation and persuation skills. Evaluated colleagues and team
memebers following HR principles. Provided support to English native speakers.
Position held: Internet & Customer Support Agent / Level 1 Support
 Resolved basic customer issues and straightforward problems, such as internet connection troubleshooting. Set
up dial up internet connections and configured e-mail clients
Other Experience
Ministry of Rural Development & Food (contract position) 05/2011 – 01/2012
Position held: Data Entry Administrator
 Analyzed processes in payroll, focused on travelling allowances and off-site working payments for civil servants,
and generated operations manual for the payroll department, which was used as a main training tool for
newcomers.
Social Insurance Institute – IKA (contract position) 02/2008 – 02/2010
Position held: Data Entry Administrator
 Prepared and sorted source data for computer entry (social security stamps)
 Contributed to a team effort of 14 administrators in order to meet tight time frames and a heavy workload
LAVISOFT S.A.  Computer services  Athens, Greece 06/1999 – 12/1999
Position held: SQL Database Programmer
 Produced database queries, created views and reports with PL / SQL.
Hellenic Army  Artillery Corps 09/1994 – 09/1995
Position held: Soldier with the Quartermaster / Stretcher Bearer specialization
Education
IEK DELTA  Institute of Vocational Training 1996 - 1998
Computer Applications Technician
Secondary Education Diploma  4th General Lyceum of Aghia Paraskevi Graduate awarded: 1991
Seminars
Hellenic Management Association (EEDE) 12/2012
Joomla CMS (27hrs) - MySQL Administrator (30hrs) - PHP for beginners (15hrs) - Advanced PHP (20hrs)
Technical Skills
Technical Support Hardware and software support, Solving router problems, Support LAN (Local Area
Network), Microsoft Active Directory
Data Bases SQL server 2000, Windows Access
Programming PL / SQL, Familiar with PHP
Multimedia AVS Video Editor 6.1, Joomla 1.5
Operating Systems All versions since Windows 3.1 until Windows 8.1, Unix, Linux Mint
Office Applications MS Office (Word, Excel, PowerPoint, Access), Open Office
Additional Information
Language Skills Greek : Native speaker
English : Fluent oral and written communication skills
Interests Weight lifting & Aerobics  Internal Decoration  Participating in various forums,
such as greekteckforum.com, techsupportforum.com, tech-forums.net/forums