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
ITSM tools
ServiceNow
Power BI
PC hardware installation
component configuration
troubleshooting
upgrades
system migrations
network integration
server setup
support for LAN/WAN environments
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