Borislava Petkova
Technical Support
Sofia
Summary
Dedicated Technical Support Specialist with a passion for problem-solving and a drive to excel. Skilled in providing efficient solutions to technical issues while maintaining exceptional customer satisfaction. Eager to transition into software development, leveraging a strong foundation in technical support to contribute effectively to software projects and pursue continuous learning and growth in the field.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Technical Support
HCL Technologies
03.2023 - Current
- Perform level 1 resolutions in support of B2B customers such as install, modify, and make minor repairs to computer hardware and software systems in a timely matter, resulting in reduced downtime for clients.
- Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Resolve tickets representing staff-generated technical requests or problems and troubleshooting technical and process issues to maintain productivity.
Customer Support Specialist
Sixty K Ltd (60K)
08.2022 - 01.2023
- Learned and adapted quickly to new technology and software applications such as Salesforce CRM, SAP, Rocket chat, VPN, and VMWare, to efficiently and effectively track customer interactions, document detailed case notes, and access relevant account information quickly whenever needed.
- Maintained and managed customer files and databases.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for my personal improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Software Developer Certificate - Software Development
IT Step Academy
Sofia, Bulgaria 04.2001 -
No Degree - International Marketing
University of National And World Economy
Sofia, Bulgaria 04.2001 -
High School Diploma -
32nd St. Kliment Ohridski
Sofia, Bulgaria 04.2001 -
Skills
Network and Hardware diagnostics
Service and Application support
SAP
C#, C, Python
Flexibility and Adaptability
Effective Time Management
Ability to Work Under Pressure
Critical Thinking and Problem Solving
Interpersonal Communication Skills
Microsoft Office/Google Drive
Timeline
Technical Support
HCL Technologies
03.2023 - Current
Customer Support Specialist
Sixty K Ltd (60K)
08.2022 - 01.2023
Software Developer Certificate - Software Development
IT Step Academy
04.2001 -
No Degree - International Marketing
University of National And World Economy
04.2001 -
High School Diploma -
32nd St. Kliment Ohridski
04.2001 -