Teodora Nikolova-Stoyanova
Senior Desktop Services Technician
Meudon
Summary
As an individual, I am an organized, dependable and a creative candidate successful at managing multiple priorities with a positive attitude, who always tries to challenge himself. I am also highly ambitious and motivated,therefore I am always eager to achieve more. Working in a dynamic and multicultural environment has always been a pleasure for me due to the years of experience I gained and the time I have spent abroad.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Senior Desktop Services Technician
PPD Part of ThermoFisher
4 2022 - Current
- Proposed and implemented system enhancements to improve performance and reliability of storage environment.
- Developed project plans identifying key issues, approaches and performance metrics.
- Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
- Developed schedule for software maintenance and updates.
- Set up and updated equipment for customer use in line with company standards and procedures.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Wrote policy, procedure and manuals governing internal IT use.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Desktop Services Technician
PPD France
04.2017 - 04.2022
- Improved operations through consistent hard work and dedication
- Other duties include managing and coordinating implementation projects as required
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Created plans and communicated deadlines to complete projects on time.
- Managed local office with more than 600 employees, along with 2 remote sites.
Assoc Desktop Services Technician
PPD France
10.2015 - 04.2017
- Under minimal supervision as only IT on site ( currently 600+ employees), provide full life cycle management of all escalated complex and difficult incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
- Provide backup support to other IT teams in order to support the network, audio and video conference, server and etc
- Providing desk side support and training for employees concerning the use of computer hardware and software
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
IT Service Desk Tech
PPD
03.2014 - 10.2015
- Answer phone calls according to all Quality Standards, making sure the Phone Metrics are reached, logging calls/tickets, resolving problems and providing required assistance to callers. Install or upgrade software on employee equipment
- Assist employees in troubleshooting and resolving problems with software and computer equipment
- Ensure all software configurations meet PPD standards. Training new employees on procedures and technical materials and other software as needed
- Responsible for escalating the critical issues reported to the IT Service Desk and protect confidential and sensitive information and materials
- Reporting
- I have passed very valuable technical training, which have broaden my knowledge in networking and information technology
- I have gained excellent interpersonal and communication skills by handling cases with flexible approach in persuasive, but tactful manner
- The additionally organized training developed my soft skills, such as patience, tolerance and ability to communicate smoothly
Technical Support Agent Tier
K Ltd/SKY UK
10.2011 - 03.2014
- 60 K Ltd Is an International Outsourcing Contact Center and I was part of the project for UK based ISP BeUnlimited and later SKY UK
- The company was highly customer focused and I was responsible for the primary contact with customers, handling customer's technical queries and potential issues
- Dealing with technical escalations and complaints and assuring their quickest resolution
- Developing, revising and implementing new procedures and processes for the team.
- Mentored and guided employees to foster proper completion of assigned duties.
Employee Service Representative
SilverBow Inn
02.2011 - 10.2011
- I was working in a restaurant at bed and breakfast hotel, serving and making people food and drinks was my main responsibility
- After 3 months of work I was promoted into supervisor, where I started to take more responsibilities such as dealing with the inventory and training the new employees. This position helped me with my communication skills and leadership.
Education
Associate of Applied Science - Thermal Engineering
Technical University of Sofia
Sofia, Bulgaria 08.2010 - 05.2012
Associate of Applied Science - Telecommunication and Networks
High School of Telecommunications
Sofia, Bulgaria 09.2005 - 06.2010
Skills
Organization and delegation
Mentoring
Excellent written & oral communication skills in English, French and in Bulgarian
Multitasking and decision-making
Meticulous attention to detail
Problem Solving and Logical Thinking
Languages
Bulgarian
Native language
French
Proficient
C2
English
Proficient
C2
Bulgarian
Proficient
C2
Certification
Corporate Governance Certification
Software
Knowledge of computer software, operating systems, hardware and networking
Access layer technologies
SharePoint, Office 365
SCCM, AD, Microsoft Azure, MDM
Powershell
Data analysis
Cloud computing
Data Privacy, Internet security
Project Management
Timeline
Desktop Services Technician
PPD France
04.2017 - 04.2022
Assoc Desktop Services Technician
PPD France
10.2015 - 04.2017
Graduation of Space Challenges Academy
03-2015
IT Service Desk Tech
PPD
03.2014 - 10.2015
Cisco Certified Network Specialist
02-2014
Technical Support Agent Tier
K Ltd/SKY UK
10.2011 - 03.2014
Employee Service Representative
SilverBow Inn
02.2011 - 10.2011
Associate of Applied Science - Thermal Engineering
Technical University of Sofia
08.2010 - 05.2012
Corporate Governance Certification
06-2008
Associate of Applied Science - Telecommunication and Networks
High School of Telecommunications
09.2005 - 06.2010
Senior Desktop Services Technician
PPD Part of ThermoFisher
4 2022 - Current
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