Mark Belov
Vilnius
Summary
Training professional prepared to design and deliver impactful training programs that drive organizational success. Proven track record in creating engaging content and facilitating dynamic workshops that align with company objectives. Known for fostering collaborative team environment and adapting to evolving business needs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Training Specialist
Shift4 Payments Lithuania
06.2022 - 08.2024
- As a Training Specialist, I've taught at least 52 classes, with varying numbers of people in them (4-10), of which the majority (more than 100) of employees have joined our POS Support Team, more than half have transitioned to new roles in the company, currently working in Tier 2, Tier 3, or as Supervisors.
Tier 2 POS Support Technician
Shift4 Payments Lithuania
08.2021 - 06.2022
Tier 1 POS Support Technician
Shift4 Payments Lithuania
02.2021 - 09.2021
- As a support employee I am proud to say, that I was 'TOP of my class', since my Quality scores were mostly 80%-90% average, ACH time was 15 minutes
- FCR ratio was 90%
- Average amount of calls taken was 10-15 calls a day, depending on their length
Service Desk Analyst
Strategic Staffing Solutions
09.2020 - 02.2021
- Helped to daily onboard newhires to the company
- Learned best practices on how to utilize Active Directory and how to administrate a large company's ecosystem
- AHT 10min
- FCR rate 90%
- Daily call average was 10-20 calls
Technical Support & Launch Team Specialist
Bitfury
03.2018 - 12.2018
- Deployed at least a 100 mining containers together with a team and assisted on building a new type of a miner server as well, as troubleshooting it
IT Support Technician
Harbortouch
08.2017 - 03.2018
- Resolve over 90% of terminal issues on the first contact
- Average call handling time is reduced by 20% through efficient problem-solving techniques
- Customer satisfaction scores consistently exceed 85%
Service Desk Analyst
DXC Technology
11.2014 - 08.2017
- Password resets accounted for 60% of all inquiries
- Achieved a resolution rate of 85% within the first contact
- Maintained a follow-up completion rate of 95% within the contracted time frame
- Customer satisfaction ratings consistently exceeded 80%
Education
Computer Science -
Københavns Erhvervsakademi
01.2014
Electronic publishing layout operator - Prepress/Desktop Publishing and Digital Imaging Design
Vilnius vocational school of railway and bussiness
01.2012
Skills
- Soft skills training
- Training program development
- Technical training
- Training delivery
- Empathy
Certification
- The 7 Habits of Highly Effective People
- ITIL Foundation certificate in IT Service management
- Stress management: 40+ ways to deal with Stress
Languages
English
Proficient
C2
Lithuanian
Proficient
C2
Russian
Proficient
C2
Hobbies and interests
- Kayaking
- Gaming
- Playing guitar
Websites, Portfolios and Profiles
www.linkedin.com/in/markbelov-1b939554
Timeline
Training Specialist
Shift4 Payments Lithuania
06.2022 - 08.2024
Tier 2 POS Support Technician
Shift4 Payments Lithuania
08.2021 - 06.2022
Tier 1 POS Support Technician
Shift4 Payments Lithuania
02.2021 - 09.2021
Service Desk Analyst
Strategic Staffing Solutions
09.2020 - 02.2021
Technical Support & Launch Team Specialist
Bitfury
03.2018 - 12.2018
IT Support Technician
Harbortouch
08.2017 - 03.2018
Service Desk Analyst
DXC Technology
11.2014 - 08.2017
Electronic publishing layout operator - Prepress/Desktop Publishing and Digital Imaging Design
Vilnius vocational school of railway and bussiness
Computer Science -
Københavns Erhvervsakademi
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