Technical Support Service

DENITSA KITANCHEVA

** ****** ** *********, ** M*W1Z4 416-***-**** cell 647-***-****

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TECHNICAL SUPPORT / HELP DESK SPECIALIST

More than six years of experience in technical support and system analysis.

Customer-focused technical analyst with continual recognition for technical proficiency, leadership, and performance exceeding expectations.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Solid computer operations background involving installation, maintenance, and troubleshooting of PC hardware, operating systems, LAN /WAN equipment, and numerous software applications.

Highly analytical, with particular skill in maintaining a strong customer focus while providing expert technical problem solving.

An effective communicator who can easily interface with end-users, technical teams, and professionals on all levels.

Demonstrated ability to manage multiple simultaneous tasks: to balance competing priorities and respond quickly to changes and business needs.

Known as a quick learner, self-starter and a dedicated worker.

TECHNICAL SKILLS

Operating Systems: Windows 95/98/2000/NT/XP/2003/2008/2012/7/10, OS/400

Software: MS SQL Server, VMs, PageGate Client, ITSD, Lotus Notes

Languages: SQL, HTML, ASP, CGI, Perl, Apache

Networking: LANs, VLANs, VPNs, TCP/IP, DNS, Active Directory, FTP, POP3/IMAP, SMTP

EDUCATION

Computer Systems Technology (Co-op), SENECA COLLEGE, Toronto, ON 2008 – 2011

PROFESSIONAL EXPERIENCE

Technical Service Desk Agent, REXALL CANADA, Toronto, ON 2016 – 2017

Provided Level 2 technical support for 10000+ end-users.

Collaborated with Bell, TELUS, RBC Moneris, Brains II, Eclipse, Shaw, SaskTel, MTS/Allstream to diagnose and resolve complex problems.

Assisted end-users with troubleshooting modems, switches, routers, printers, servers, workstations, battery backups, scanners, phones, kvm switches and faxes via telephone.

Operations Analyst, SEARS CANADA, Toronto, ON 2013 – 2016

Provided Level 2 technical support for 19000+ end-users (including remote users).

Collaborated with Bell, IBM, RBC, Q9 Networks, Nova Networks to diagnose and resolve complex problems.

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Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity.

Assisted end-users with troubleshooting modems, switches, routers and Internet service-related issues via telephone.

Review tickets and failure service orders created during provisioning of customers’ accounts and achieve service restoration.

Retail Systems Analyst, HMV CANADA, Toronto, ON 2012 – 2013

Provided Level 2 technical support to business partners and internal users.

Conducted system and data analysis using various tools and writing SQL queries.

Monitored daily EDI transaction environment, resolved issues related to transmissions, and established communications with trading partner suppliers.

Performed regular hardware maintenance and data backups as required.

Help Desk, SENECA COLLEGE, Toronto, ON 2010 – 2011

Diagnose, troubleshoot and resolve hardware, software or connectivity problems, escalate problems when appropriate to internal IT senior staff in accordance with established procedures.

Answered over 100 calls per day in a courteous and friendly manner, handle email and in-person requests from learners, instructors and administrators.

Performed local area network (LAN) administration, such as setting up users, configuring network printing devices, and setting up and maintaining clients for email.

Documented problems and resolutions using an internal ticket tracking solution program.

Experienced in configuring MS Office 2007/2010 programs, file recovery, and Web and local applications.

Supported and optimized over 1000 systems using imaging software.

Assisted end users with connectivity problems, computer lockouts, and printer problems.

Troubleshot hardware and software problems and replaced components when necessary.

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