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

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.

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

Telecom And Electronics