Elena Racheva Email & Phone Number

Warwick, Warwickshire, United Kingdom

• Working as part of the 1st/2nd Line Service Desk Team to provide highly effective client support.• Logging customer and employee queries on the tracking system. Ensuring that users are always kept up to date.• Escalating unresolved issues to 3rd Line Support Technicians when required• Support LANs, WANs, network segments, Internet and intranet systems.• Troubleshoot problems, analyse and isolate issues.• Administer servers, AD, DNS, DHCP, domains, PCs, printers, wireless… Show more • Working as part of the 1st/2nd Line Service Desk Team to provide highly effective client support.• Logging customer and employee queries on the tracking system. Ensuring that users are always kept up to date.• Escalating unresolved issues to 3rd Line Support Technicians when required• Support LANs, WANs, network segments, Internet and intranet systems.• Troubleshoot problems, analyse and isolate issues.• Administer servers, AD, DNS, DHCP, domains, PCs, printers, wireless Aps, firewalls, phones, infrastructure.• Work with Windows OS, Azure, Office365, OneDrive, SharePoint, Hyper-V, servers, active directory, and Backups.• Communication with third party solutions such as Sage, Jola, different ISPs, Dell, etc. Show less

Coventry, United Kingdom

• Day to day management of the Service Desk Team.• Mentoring and Coaching.• Ensure all incidents and requests (telephone, email, self-service) are handled and progressed within Service Level Agreements (SLA). • Actively manage the Service Desk Queue. • Ensure incidents are categorised, updated and assigned correctly.• Ensure Major Incident Management process is invoked promptly for high priority incidents.• Main escalation point of contact for any issues.• Manage VIP… Show more • Day to day management of the Service Desk Team.• Mentoring and Coaching.• Ensure all incidents and requests (telephone, email, self-service) are handled and progressed within Service Level Agreements (SLA). • Actively manage the Service Desk Queue. • Ensure incidents are categorised, updated and assigned correctly.• Ensure Major Incident Management process is invoked promptly for high priority incidents.• Main escalation point of contact for any issues.• Manage VIP incidents/requests. • Balance workload across the Service Desk team.• Driving down the number of incidents, service requests and clearing the backlog of older tickets. Show less

• Assist Service Desk Analysts in providing first line support when workloads are high or where additional experience is required.• Working as part of the 2nd Line Service Desk Team to provide highly effective client support.• Provided support for customers running multiple versions of Windows.• Manage, meet and maintain service levels (SLA), ensuring clients are dealt with in a professional manner.• Acts as a coordinator for calls and as a point of escalation for the team, when… Show more • Assist Service Desk Analysts in providing first line support when workloads are high or where additional experience is required.• Working as part of the 2nd Line Service Desk Team to provide highly effective client support.• Provided support for customers running multiple versions of Windows.• Manage, meet and maintain service levels (SLA), ensuring clients are dealt with in a professional manner.• Acts as a coordinator for calls and as a point of escalation for the team, when necessary.• Implement a fix or escalate and track to ensure the issues are resolved.• Take responsibility for minor bug fixes and installing new software releases.• Remote administration and monitoring of Active Directory, Microsoft Exchange, Skype for Business, o365, Windows 7 and 10, Airwatch, Citrix XenApp.• Installing/ supporting client software including Office, Adobe, and 3rd party software.• Support for over 4000+ people.• Escalate calls where necessary to senior management or third parties.• Communication with third party solutions such as BT, Kelway, Powerplace, SSP, RedCentric. Show less

Coventry, United Kingdom

• Maintained and serviced uninterruptible power systems up to 12kva.• Component level diagnostics and repair of circuit boards.• Inspects equipment, including subassemblies, wiring harness, cables and all other major components.• Use of hand tools and soldering iron.• Use of test equipment including oscilloscopes and multimeters

Coventry, United Kingdom

Hardware break-fix support.• Provide PC hardware/software setup and maintenance.• Image development and deployment.• Ability to analyze and diagnose all system stop errors.• Reassemble desktops, laptops and notebooks after repairs or replacing parts.• Actively monitor and test all replacement hardware for system stability using various diagnostic utilities.• Working within an ESD repair centre environment.

Bulgaria

• Diagnosis of desktop, application, networking and infrastructure issues.• Experience of supporting a wide and varied client base. • Troubleshooting PC’s, laptops and mobile devices.• Responding immediately to equipment breakdowns, fixed faults on site or arranged for replacement equipment to be installed.• Providing 1st/2nd line support to users.• Meeting face to face with clients and answering their IT queries orally or through demonstrations.• Responsible for… Show more • Diagnosis of desktop, application, networking and infrastructure issues.• Experience of supporting a wide and varied client base. • Troubleshooting PC’s, laptops and mobile devices.• Responding immediately to equipment breakdowns, fixed faults on site or arranged for replacement equipment to be installed.• Providing 1st/2nd line support to users.• Meeting face to face with clients and answering their IT queries orally or through demonstrations.• Responsible for supporting: Windows XP/Vista/Windows 7/ Office 2003 and 2007, Anti-Virus products, TCP/IP, Ethernet, wireless, printers and scanners. • Investigate specialist and complex IT support issues.• Ensuring work place safety regulations are met. Show less

Dealing with customers, maintaining detailed knowledge of the company's products and services, keeping abreast of what competitors are doing.

Bachelor Of Science (Bsc)

Bachelor'S Degree