Dzhan Kehayov
IT Service Desk Analyst
Plovdiv
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Astute IT Support analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
4
4
years of professional experience
12
12
years of post-secondary education
Work History
IT Service Desk Analyst
Delinian
Sofia
01.2023 - 10.2023
- Managed stockroom for all Europe employees of the company, built and shipped workstations and peripherals all over Europe working with couriers
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Monitored systems in operation and quickly troubleshot errors.
Senior Service Desk Analyst
HCL
Sofia
02.2022 - 01.2023
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Engaged in user support interactions via telephone, chat and email platforms.
Service Desk Analyst
HCL
Sofia
03.2020 - 02.2022
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Education
High School Diploma -
09.2005 - 05.2017
Skills
Technical issues analysis
undefinedTimeline
IT Service Desk Analyst - Delinian
01.2023 - 10.2023
Senior Service Desk Analyst - HCL
02.2022 - 01.2023
Service Desk Analyst - HCL
03.2020 - 02.2022
Otec Paisii - High School Diploma,
09.2005 - 05.2017
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