Laura Fadejeva

• 2021-2022 Service Desk
• English and Lithuanian Service Desk support
• 2022- Advanced Technical Services group
• Service Desk support Lithuanian and ATS support English

Exchange User Management

• Create shared mailboxes.
• Manage permissions on mailboxes.
• Create Out of the Office (OOO) replies.
• Remove meetings from terminated employees.
• Troubleshoot issues with shared mailboxes and shared calendars.

Distribution List Management

• Create or modify Distribution lists.
• Mail-enable security and/or distribution groups created in Active Directory

• User Accounts Management: Trackwise, Lotus notes, QAD, E1, Box, Agile, Trax

• Assisted in hardware and software installations, ensuring smooth transitions for users during upgrades or migrations.
• Reduced ticket backlog by prioritizing tasks and managing workload effectively.
• Enhanced team productivity by providing timely assistance to colleagues with technical inquiries.
• Developed comprehensive knowledge of company products, enabling accurate support for client needs.
• Collaborated with IT departments to escalate unresolved cases, ensuring prompt resolution for clients.
• Strengthened client relationships by providing exceptional customer service in all interactions.
• Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.
• Streamlined processes for faster ticket resolution, implementing best practices across the department.
• Maintained detailed documentation of helpdesk interactions, enabling efficient issue tracking and resolution.
• Contributed to team success by sharing expertise and assisting in training new helpdesk agents.
• Provided after-hours support when needed, demonstrating commitment to customer satisfaction.
• Managed user accounts, granting necessary permissions while maintaining strict security protocols.
• Logged support tickets and closed when issues were resolved.
• Resolved technical issues by troubleshooting.
• Used ticketing systems to manage and process support actions and requests.
• Compiled and accurately entered data for each customer encounter to record in system.

• Translated documents from Lithuanian to Russian.
• Specialized in translating complex technical documents, ensuring accuracy and clarity for end users.
• Facilitated cross-cultural communication by offering cultural consultation services alongside translation work.
• Applied cultural understanding to discern specific meanings beyond literal written words.
• Reviewed final work to spot and correct errors in punctuation, grammar and translation.

• Translated product description from English to Lithuanian.
• Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
• Applied cultural understanding to discern specific meanings beyond literal written words.
• Reviewed final work to spot and correct errors in punctuation, grammar and translation.

-Translator (russian-english)

- Development of two Information Systems (the Register of Civil Servants and Civil Servants Management System) including the development of system architecture, specifications, training, control and integration.

- Upgrading the Civil Servants Management System in order to enhance the system awareness among the State and governmental institutions and increase the personnel management integrity.

- Maintenance of the Intranet and Internet portals for the Civil Service Department.

Developing and implementing an introductory training program for users of two Information Systems (the Register of Civil Servants and Civil Servants Management System)

- Developing and implementing a training program for users of two Information Systems (the Register of Civil Servants and Civil Servants Management System)

- Preparing an article on IT management in Civil Service Personnel Management for the publication in „E-book of Civil service“

Maintenance of the Intranet, Information System and Internet portals for the public employment agency.

Development and maintenance of several major news portals in Lithuania (www.news.lt, www.lzinios.lt, www.skrastas.lt, www.mediasearch.lt)