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Technical Support Analyst Lead @ Factors Group of Companies | BSc. in Computer Science & Software Engineering
As a Technical Support Analyst Lead at Factors Group of Companies, my role focuses on leading and mentoring our IT team while driving efficiency through automation in ITSM solutions. Having transitioned from an IT Support Analyst 2, I leverage my deep understanding of support processes to streamline workflows, enhance user satisfaction, and improve overall service delivery. I work closely with cross-functional teams to implement automation in ticketing systems, reducing manual tasks and expediting issue resolution. By fostering collaboration and continuous learning within my team, I ensure that we proactively address challenges, align with organizational objectives, and maintain high standards of performance, all while integrating technology to optimize our support functions.
Esfahan Technical and Vocational College (Mohajer)
Software Engineering, Computer Software Engineering
September 1, 2012 – May 1, 2016
Taleghani Vocational High School
High School Diploma, Computer Science
September 1, 2010 – May 1, 2012
Factors Group of Companies
Lead Technical Support Analyst
October 1, 2024 – Present
Factors Group of Companies
Application Support Specialist
January 1, 2024 – October 1, 2024
Factors Group of Companies
Desktop Support Technician
February 1, 2023 – January 1, 2024
Vatan Bilgisayar
Computer and Network Support Technician
February 1, 2020 – March 1, 2022
Türkiye
Barida Hotel
Computer Technician
July 1, 2016 – February 1, 2020
Türkiye
Web Developer
Back-end Developer
May 1, 2009 – June 1, 2016
ITIL v4 Foundation
AXELOS Global Best Practice
June 27, 2026 – Present
CompTIA A+ (220-1001 and 220-1002) Cert Prep: The Basics
June 27, 2026 – Present
Cultural Fit Analysis
The candidate has a consistent career path within technical support, indicating a preference for stable, service-oriented roles. The experience across different companies and a freelance web development background suggest some versatility, but the primary focus is clearly on IT support. The lack of diverse project experience or community involvement makes it difficult to fully assess cultural fit beyond a direct alignment with a support-centric team.
Soft Skills & Operational Fit
The candidate's progression through various support roles suggests adaptability and a strong operational fit for technical support environments. The 'Communication' skill listed in past roles, though generic, implies an understanding of its importance in support. The ITIL certification further supports an understanding of service management best practices.