Gergana Borisova

Experience

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  Plus500™

  May 2017 - Jan 2019

  Quality assurance in verifying work of multiple teams. Daily discussing complex problems on a management level and solving critical business problems.• Checking and validating the performance in verifying documents for 30-70 employees.• Helping them improving their work with trainings and weekly meetings advising on right way of handling and approving documents.• Collaboration with senior colleagues and technical leads.• Good professional skills, calm and friendly approach to each employee. Show less

  • Quality Assurance Specialist

    Jan 2018 - Jan 2019

  • Client Verification

    May 2017 - Jan 2018
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  IBM

  Jan 2019 - Apr 2020

  Application support engineer

  Providing support phone, email and chat regarding voice/video conferencing cloud applications, hybrid services and along with phone and conferencing endpoints connected to the cloud• Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.• Provide root cause analysis for customer's voice/video conferencing issues.• Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case.• Reproduced issues in lab environment. Clearly documented cases with troubleshooting steps, recommendations, and resolutions. Show less

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  Tek Experts

  Apr 2020 - Nov 2021

  Technical Support Engineer Level 2

  Providing support via email and phone regarding account managing Azure Active Directory and AD Connect Cloud synchronization.• Responsible for researching, replicating and providing support for product issues reported by the customers within SLA time frame.• Good communication skills with ability to use it effectively and persuasively and be able to respond professionally to customers queries.• Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.• Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.• Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while Show less

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  Do IT Wise - A ServiceNow Elite Partner

  Nov 2021 - now

  System Administrator