Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Laura Fadejeva

Arefu

Summary

Focused Help Desk Analyst with 3 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.

Overview

22
22
years of professional experience

Work History

Level 1 Helpdesk Agent

NTT DATA Services
2021.04 - Current
  • 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.

Translator

UAB Kalba.lt
2022.03 - 2023.03
  • 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.

Translator-Reviewer

VidaXL SRL
2015.04 - 2018.04
  • 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.

Stray Animal Care Project Specialist

VIER PFOTEN ROMANIA
2012.09 - 2015.04

Stray Animal Care Project Specialist-translator

FOUR PAWS INTERNATIONAL
2012.04 - 2012.09

-Translator (russian-english)


Chief Specialist

Ministry Of Interior Of The Republic Of Lithuania
2005.04 - 2012.04

- 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.

Technical Trainer

Training Centre Of The State Social Insurance Fund
2009.01 - 2010.01

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

Technical Trainer

Training Centre Of The Ministry Of Finance
2006.01 - 2008.01

- 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“

IT Specialist

Vilnius Territorial Job Centre
2004.09 - 2005.04

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

Internet Sites Administrator and Editor /News Reporter

JSC Penki Kontinentai
2001.12 - 2003.11

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

Education

MSc in Sociology ISCED5 - International Business

Gediminas Technical University
Vilnius, Lithuania
05.2006

BSc in Sociology, Management Department ISCED5 - Personnel Management

MOSCOW INDUSTRIAL UNIVERSITY
Moscow, Russia
05.2004

Skills

  • Remote Support
  • Ticket management
  • Operating System Knowledge
  • Software Installation
  • ITIL Knowledge
  • Email Configuration
  • Password Resets
  • Helpdesk operations
  • Logging support tickets
  • Network Troubleshooting
  • Customer Support
  • Communicating with clients
  • Desktop support
  • Application support
  • Application installations
  • Incident Management
  • Help Desk Software
  • Technical Support
  • English, Lithuanian, Romanian, Russian Fluency
  • Microsoft Windows and Office
  • Active Listening
  • Organizational Skills
  • Remote Technical Support
  • Friendly and Patient
  • Technical Troubleshooting
  • Highly Professional
  • Collaborative Team Player
  • Software Upgrades
  • Call Management
  • User Support

Timeline

Translator

UAB Kalba.lt
2022.03 - 2023.03

Level 1 Helpdesk Agent

NTT DATA Services
2021.04 - Current

Translator-Reviewer

VidaXL SRL
2015.04 - 2018.04

Stray Animal Care Project Specialist

VIER PFOTEN ROMANIA
2012.09 - 2015.04

Stray Animal Care Project Specialist-translator

FOUR PAWS INTERNATIONAL
2012.04 - 2012.09

Technical Trainer

Training Centre Of The State Social Insurance Fund
2009.01 - 2010.01

Technical Trainer

Training Centre Of The Ministry Of Finance
2006.01 - 2008.01

Chief Specialist

Ministry Of Interior Of The Republic Of Lithuania
2005.04 - 2012.04

IT Specialist

Vilnius Territorial Job Centre
2004.09 - 2005.04

Internet Sites Administrator and Editor /News Reporter

JSC Penki Kontinentai
2001.12 - 2003.11

MSc in Sociology ISCED5 - International Business

Gediminas Technical University

BSc in Sociology, Management Department ISCED5 - Personnel Management

MOSCOW INDUSTRIAL UNIVERSITY
Laura Fadejeva