Summary
Overview
Work History
Education
Skills
Personal Information
School Education
Training
Interests
References
Timeline
Generic
Roland Gjini

Roland Gjini

Service Desk Specialist
Merida

Summary

Experienced in managing incident reports and escalating service tickets to enhance SLA response times. Skilled in creating performance dashboards for data-driven decision-making and providing end-user support and IT system instruction across departments. Proficient in supporting Scrum processes as a deputy Scrum Master, driving agile team improvements and implementing process optimizations for enhanced IT service efficiency. Detail-oriented, organized, and meticulous employee who works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

23
23
years of professional experience
16
16
years of post-secondary education
5
5
Languages

Work History

IT Service Specialist

Suva
12.2018 - 09.2023
  • Company Overview: IT Department
  • Responsibilities included the provision of first-level IT support, handling incidents and service requests at the IT Service Desk.
  • Monitored and escalated overdue tickets to 2nd-level support.
  • Designed and maintained dashboards to visualize service performance.
  • Acted as deputy Scrum Master to support agile practices.
  • I assisted users with system-related inquiries and provided troubleshooting support.
  • Managed the co-ordination of central IT procurement, and provided on-site support as an IT technician as and when required.
  • Initiated and implemented process improvements in IT support.
  • IT Department

Freelance Interpreter

Department of Justice and Police, Canton St. Gallen
04.2005 - 07.2020
  • Provided interpretation services in Albanian for government authorities.
  • Registered in the official interpreter database from April 2005 to July 2016.
  • Delivered language support in legal and administrative matters with discretion and cultural sensitivity.

Print Output Management Operator

Suva
06.2014 - 11.2018
  • Company Overview: Communications & Marketing Department
  • Transferred data to production printers and monitored output quality.
  • Performed visual quality control and basic technical maintenance.
  • Independently maintained and serviced printing systems.
  • Acted as deputy manager of the Output Center.
  • Communications & Marketing Department

Sales & Showroom Assistant

Möbel Märki
03.2013 - 05.2014
  • Consulted customers on interior design and assisted in selling home furnishings.
  • Maintained and arranged showroom spaces to enhance the customer experience.
  • Performed administrative tasks to support daily operations.
  • Demonstrated excellent customer service and integrated quickly into the team.
  • Demonstrated commitment and customer focus by completing tasks thoroughly and reliably, resulting in praise from management.

Print Finisher

Spühler Druck AG
08.2009 - 02.2013
  • Independently handled print finishing tasks using MBO folding machines, Polar cutters, and CMC envelope inserting systems.
  • Operated quill knives and vacuum tables, and performed machine maintenance as per service plans.
  • Acted as deputy head of the finishing department, responsible for training and managing staff.
  • Completed tasks reliably and to high quality standards, demonstrating autonomy and technical expertise.
  • Regularly fostered positive team dynamics through reliable and respectful interactions with colleagues and supervisors, enhancing workplace collaboration.
  • Demonstrated commitment and customer focus by completing tasks thoroughly and reliably, resulting in praise from management.

Print Finisher

Eibert AG
07.2005 - 07.2009
  • Operated high-precision machines including guillotines (STAHL T52, KC66), folding machines, and perforating and creasing equipment.
  • Developed training manuals and conducted hands-on workshops for 15+ operators on the best practices for using shrink-wrapping machines; increased team competency and reduced error rates by 20% during packaging shifts.
  • Managed the complete finishing process of printed products in both manual and semi-automated settings.
  • Recognized for strong technical skills and proactive work ethic in team environments.
  • Participated in internal quality discussions and employee evaluations, contributing valuable insights in multiple languages (German and Albanian).

Sales Assistant

Coop
10.2003 - 07.2005
  • Provided excellent customer service and ensured high product availability in the beverage department.
  • Maintained shelf organization and sales floor presentation according to corporate guidelines.
  • Handled POS operations including quality assurance, hygiene, and temperature compliance.
  • Supported promotional campaigns and processed checkout transactions.
  • Responsible for the cash register area and collaborated closely with team members and supervisors.

Assembly & Testing

Mettler Toledo
07.2000 - 01.2003
  • Carried out pre-assembly, final assembly, and packaging of micro and industrial weighing systems.
  • Independently executed production steps with high precision and attention to detail.
  • Supported continuous improvement by applying and further developing practical and technical knowledge.
  • Known for cooperative team spirit, reliability, and flexibility in assisting other departments when needed.
  • Delivered consistent quality and performance across diverse product lines.

Education

Network Supporter Diploma -

Klubschule Migros
08.2017 - 12.2017

PC Technician Diploma - undefined

Klubschule Migros
03.2017 - 06.2017

English Language Certificate - undefined

Embassy CES
Fort Lauderdale, FL
09.2008 - 03.2009

Folding and Cutting Techniques Course - undefined

Gramag

Print Finisher - undefined

Eibert AG
07.2005 - 07.2008

Community Interpreter Program - undefined

ECAP
08.2007 - 04.2008

Secondary School - undefined

01.1997 - 12.2000

Primary School - undefined

01.1991 - 12.1997

Skills

MS Office applications

undefined

Personal Information

  • Date of Birth: 09/25/83
  • Nationality: Swiss
  • Marital Status: Married

School Education

  • Secondary School, Uznach, Switzerland, 1997, 2000
  • Primary School, Uznach, Switzerland, 1991, 1997

Training

  • IT Career Transition Program, Klubschule Migros, Zurich & Lucerne, Switzerland, 03/01/17, 12/31/17
  • Print Finisher, Eibert AG, Eschenbach, Switzerland, 07/01/05, 07/31/08
  • Community Interpreter Program, ECAP, Zürich, Switzerland, 08/01/07, 04/30/08

Interests

Sports in general
Fitness

References

Available upon request

Timeline

IT Service Specialist

Suva
12.2018 - 09.2023

Network Supporter Diploma -

Klubschule Migros
08.2017 - 12.2017

PC Technician Diploma - undefined

Klubschule Migros
03.2017 - 06.2017

Print Output Management Operator

Suva
06.2014 - 11.2018

Sales & Showroom Assistant

Möbel Märki
03.2013 - 05.2014

Print Finisher

Spühler Druck AG
08.2009 - 02.2013

English Language Certificate - undefined

Embassy CES
09.2008 - 03.2009

Community Interpreter Program - undefined

ECAP
08.2007 - 04.2008

Print Finisher

Eibert AG
07.2005 - 07.2009

Print Finisher - undefined

Eibert AG
07.2005 - 07.2008

Freelance Interpreter

Department of Justice and Police, Canton St. Gallen
04.2005 - 07.2020

Sales Assistant

Coop
10.2003 - 07.2005

Assembly & Testing

Mettler Toledo
07.2000 - 01.2003

Secondary School - undefined

01.1997 - 12.2000

Primary School - undefined

01.1991 - 12.1997

Folding and Cutting Techniques Course - undefined

Gramag
Roland GjiniService Desk Specialist