Nadya Ignatova
Sofia,Bulgaria
Summary
Dedicated Remote Desktop Manager professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Collaborating with other team members to provide high-quality support. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Remote Desktop Manager
Akkodis
09.2021 - Current
- Improved customer satisfaction by resolving complex technical issues in timely manner.
- Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
- Mainly supporting Windows OS, standard Microsoft Office applications, other customer-specific applications(SAP), basic network-related troubleshooting. Software Installations on users' machines; Focus on customer expectations and satisfaction; Protecting confidential and sensitive information and materials; Collaborating with other team members to provide high-quality support.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Trained new team members on incident management procedures, ensuring consistent application of best practices across organization.
2nd Line Technical Analyst
Modis
10.2017 - 09.2021
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of team on best practices in issue resolution techniques.
- Streamlined troubleshooting processes for faster issue resolution and improved customer satisfaction.
- Collaborated with 1st line support engineers to address complex technical issues, ensuring seamless service delivery.
- Supported remote users with VPN access setup/configuration and troubleshooting connectivity problems.
- Troubleshot, investigated and created detailed bug reports.
- Provided exceptional customer support experience by combining kindness, thoughtful insights and concise responses.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Delivered focused service and support to users of asset management tools and arranged, described and preserved access to digital assets.
- Provided case management services to monitor client access to resources and services.
- Skills: Active Directory, Office 365, Networking, Customer Support, Outlook, Networking, Service now, Bitlocker, Incident management, McAfee, Remote Desktop, Remote user support, SAP GUI, Skype for Business,Troubleshooting, windows 8, Microsoft exchange.
- Evaluated vendor proposals to identify cost-effective solutions that aligned with organizational needs and budget constraints
2nd Line User Access Management
Аdecco
06.2014 - 10.2017
- To receive requests from the customer and to ensure that they are logged and correctly classified in line with the agreed requirements
- To diagnose all requests or incidents and resolve where possible following agreed support documentation and methods
- To escalate any IT incidents or requests that require further diagnosis to the correct support group and to monitor the progress of these incidents or requests until resolution
- To check on a regular basis, the progression of all escalated IT requests or incidents and to report upon any incidents or requests that are close to reaching the agreed fix times
- To confirm with all customers who have logged a request that request closure can be completed prior to final closure
- To maintain a high degree of customer service at all times and to adhere to any relevant service management principles
- ILC Role: Responsible for the ticket distribution among the present agents Distribution and prioritizing tickets based on the TTO/TTR SLAs Monitoring queues Reassigns urgent tickets for update among present agents Keep track of the incoming volume Sending a daily/weekly/monthly report to the Team Lead Perform a Root Cause Analysis Provide agent feedback on specific case management processes to allow agents to meet their individual SLA's Operational communication to team
1st Line Technical Analyst
Adecco Bulgaria LTD
08.2011 - 05.2014
- Providing client service by phone and e-mail; Identifying and solving clients' problems in attentive and respectful manner; Ensuring clients' details are properly and quickly entered into system
Education
Master in Industrial Management and Marketing, Strategic marketing, market research, controlling and corporate analysis, product policy business economics, Management - modern concepts in management, supply-chain management, crisis management in business. Systems for quality management and Master's thesis workshop. -
University of Ruse “Angel Kanchev”
Ruse, Bulgaria 09.2010 - 05.2011
Bachelor of Industrial management, Economics;, Law;, Marketing;, Finance and accounting, business planning and design;, Management, production;, Innovation and staff;, Quality systems, logistics management;, Information technology;, Enhanced language training ; - undefined
University of Ruse “Angel Kanchev”
Ruse, Bulgaria 01.2006 - 04.2010
Sprachdiplom in German, Speaking and writing in German - undefined
German Highschool “Friedrich Schiller”
Ruse, Bulgaria 09.2001 - 05.2006
Skills
Printer Support
Active Directory
MS Intune
Service Now
HPSM
Ms Exchange
MS Office / 356 Apps Windows OS
SAP GUI
VDI
Citrix workspace
Asset Management
End-User Training
Software Installation
Network Connectivity
Application installations
Issue Troubleshooting
Technical Troubleshooting
Remote Support
LAN/WAN
Ticket management
Problem-solving abilities
Teamwork and Collaboration
Incident Management
Printer Support
Digital Competence
Proficient user, Independent user, Independent user, Independent user, Proficient user
Timeline
Remote Desktop Manager
Akkodis
09.2021 - Current
2nd Line Technical Analyst
Modis
10.2017 - 09.2021
2nd Line User Access Management
Аdecco
06.2014 - 10.2017
1st Line Technical Analyst
Adecco Bulgaria LTD
08.2011 - 05.2014
Master in Industrial Management and Marketing, Strategic marketing, market research, controlling and corporate analysis, product policy business economics, Management - modern concepts in management, supply-chain management, crisis management in business. Systems for quality management and Master's thesis workshop. -
University of Ruse “Angel Kanchev”
09.2010 - 05.2011
Bachelor of Industrial management, Economics;, Law;, Marketing;, Finance and accounting, business planning and design;, Management, production;, Innovation and staff;, Quality systems, logistics management;, Information technology;, Enhanced language training ; - undefined
University of Ruse “Angel Kanchev”
01.2006 - 04.2010
Sprachdiplom in German, Speaking and writing in German - undefined
German Highschool “Friedrich Schiller”
09.2001 - 05.2006