Tsvetina Dimitrova

Experience

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  Adecco Bulgaria

  Mar 2013 - Jun 2015

  Technical analyst with Russian and English for HP account

  Provide remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions.Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.Review diagnostic information to assist in the isolation of a problem Identify known defects and fixes to resolve problems.Provide assistance on supported product known defects for which available corrective service information and program fixes are available.Identify suspected defects and engage development teams to assist in resolution.Provide assistance with questions regarding product documentation related to the supported products.Interpret online manuals regarding company's code and application interfaces.Collaborate with other support centers and business units to provide seamless problem resolution.Demonstrate proficiency in the Storage hardware and software platform supported by maintaining applicable technical certifications.Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.Demonstrate excellent oral and written communication skills.Assist in configuring devices to email – mobile devices, tablets, (Android OS, Blackberry, iPhone, Windows Mobile etc.)Provide support to migrate email into Cloud Show less

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  Experian

  Jun 2015 - Feb 2019

  Workload Management of all Service Desk AnalystsEscalation point for the whole SD in Sofia, UK and South AfricaManaging client and internal escalations to full resolutionHigh priority Incident managementPlatinum, Gold, Silver care client escalation management including Live meetings with the clients to ensure the work between Experian Service Desks and the clients are operating smoothly. Reviewing all the available knowledge documentation, making sure it is up to date and available for the SD.Reviewing all the existing processes, updating and creating new ones when needed.Training of all new hires, writing the Induction training materials, performing refreshment training to the existing SD members.Travelling to Experian office locations to train new staffCompleted successfully the knowledge transition between the Sofia team and the new team in South AfricaSD stakeholder on Service Transition meetingsSD stakeholder on Service Design meetingsResponsible for providing MI and reporting on the performance of Service Desk Analysts to Team LeaderSD stakeholder in the Shift-left initiative moving technical knowledge from 2nd line to the SD, thus improving the FTF.Reviewing training provisions and FTF for Service Desk Team in Sofia, South Africa and in the UKBack up TL Show less Provides first point of contact into support for internal and external clients;Incident logging within the Experian standard call logging software;Manage incidents through to complete resolution;Flagging appropriate escalations where service level breaches occur;Provide regular reporting to key stakeholders;Engaging with appropriate technical and business teams within Experian to assist in the recovery of incidents;Monitoring of service levels;Provide regular updates to both internal and external parties;Take part in SRRs for all major incidents to a satisfactory conclusions;Identifying risks, and reporting these to the Team Leader/Manager. Show less Provide first point of contact for internal and external usersParticipate in the management & Incident desk functions to support Software and Hosted SolutionsParticipate in the centralized Service Support Incident Desk FunctionProduce and communicate Management Information Reports Create and implement Service Level Agreements and Operational level Agreements.Translating technical documentation, guides and articles from and to English and Russian language.Creating Experian products licenses for the clients.Creating knowledge articles. Show less

  • Senior Incident Desk Analyst

    Jul 2017 - Feb 2019

  • Incident Desk Analyst

    Oct 2016 - Jul 2017

  • Service Desk Analyst with Russian and English

    Jun 2015 - Oct 2016
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  DXC Technology

  Mar 2019 - now

  Professional Programmer Analyst

  Codes, tests, debugs, implements, and documents programs. Modification of company products and/or customer/internal systems to meet the needs of the client and/or end-user.Gathers information from the system, analyzes program and time requirements, and prepares documentation to change existing programs.Researches and analyzes existing systems and program requirements.Designs enhancements to existing programs.Writes specifications for programs of low to moderate complexity.Resolves production support problems.Develops test plans to verify logic of new or modified programs. Identifies issues as appropriate.Creates appropriate documentation in work assignments such as program code, and technical documentation.Conducts quality assurance activities such as peer reviews.Remains abreast of and researches industry technical trends and new development to maintain current skills and remain current with industry standards. Show less