Denitsa Kitancheva Email & Phone Number

Toronto, Canada Area

• Resolved up to 50 calls and 50 more service desk tickets in a day related to Reliance Home Comfort application issues• Escalated application tickets to different support teams based on priority and urgency• Configured and resolved outlook application issues • Troubleshooted and resolved desktop, tablet and mobile users’ problems• Installed Microsoft office programs, applications and configured them successfully• Configured printer information on computers and tablets• Opened tickets with third party companies Emerge and Vertex to send Technicians to fix printer problems and hardware related issues, also to create application accounts

Toronto, Canada Area

• Provided Level 2 technical support for 10000+ end-users.• Collaborated with Bell, TELUS, RBC Moneris, Brains II, Eclipse, Shaw, SaskTel, MTS/Allstream to diagnose and resolve complex problems.• Assisted users with troubleshooting modems, switches, routers, printers, servers, workstations, battery backups, scanners, phones, kvm switches and faxes via telephone.

Toronto, Canada Area

• Provided Level 2 technical support for 19000+ end-users (including remote users).• Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity.• Collaborated with Bell, IBM, RBC, Q9 Networks, Nova Networks to diagnose and resolve complex problems.• Assisted users with troubleshooting modems, switches, routers and Internet service-related issues via telephone.• Review tickets and failure service orders created during provisioning of customers’ accounts and achieve service restoration.

Toronto, Canada Area

• Provided Level 2 technical support to business partners and internal users.• Conducted system and data analysis using various tools and writing SQL queries.• Monitored daily EDI transaction environment, resolved issues related to transmissions, and established communications with trading partner suppliers.• Performed regular hardware maintenance and data backups as required.• Developed and maintained training materials and documentation.

• Diagnose, troubleshoot and resolve hardware, software or connectivity problems, escalate problems when appropriate to internal IT senior staff in accordance with established procedures.• Answered over 100 calls per day in a courteous and friendly manner, handle email and in-person requests from learners, instructors and administrators.• Performed local area network (LAN) administration, such as setting up users, configuring network printing devices, and setting up and maintaining clients for email.• Documented problems and resolutions using an internal ticket tracking solution program. • Experienced in configuring MS Office 2007/2010 programs, file recovery, and Web and local applications. • Supported and optimized over 1000 systems using imaging software.• Assisted end users with connectivity problems, computer lockouts, and printer problems.• Troubleshot hardware and software problems and replaced components when necessary.

Computer Systems Technology (Co-Op), Computer Technology/Computer Systems Technology

Telecom And Electronics