Yordanka Vasileva
Sofa
Summary
ServiceNow Administrator with a strong knowledge of IT Service Management (ITSM), ITIL 4 practices, and project management. Certified ServiceNow, platform configuration and development, CAD (Certified Application Developer) and CIS (Certified Implementation Specialist). Adept at applying ITIL methodologies to improve service delivery and optimize workflows. Eager to bring a detail-oriented and solutions-driven approach to implementing ServiceNow best practices. Motivated to grow and contribute to high-performing IT teams by leveraging certifications and training to deliver measurable value.
Overview
2025
2025
years of professional experience
Work History
Site Trainer
DXC Technology
09.2021 - Current
- Managed and supported infrastructure services, including ServiceNow training and IT Service Management practices.
- Contributed to the implementation of infrastructure strategies and service desk improvement projects.
- Evaluated training effectiveness, tracking participant progress to drive continuous improvement.
DELL TECHNICAL ENGINEER WITH FR AND EN
Alorica Bulgaria EOOD
5 2018 - 7 2020
- Quickly identified and addressed customer needs with tailored solutions.
- Troubleshot hardware/software issues, managed parts, and coordinated on-site support.
- Communicated effectively, upheld commitments, and met deadlines per service agreements.
FRAUD AND RISK SPECIALIST WITH FR AND EN
Entain Services (Bulgaria) EOOD
04.2021 - 09.2021
- Investigated financial irregularities and risk issues related to third-party processors.
- Suggested procedural and system improvements for fraud prevention and customer care.
- Streamlined risk reporting with automated tools for enhanced accuracy and efficiency.
MEDICAL INSURANCE SPECIALIST - FR AND EN
Owliance Bulgaria
09.2020 - 04.2021
- Supported development of streamlined billing policies to ensure accuracy and compliance.
- Processed high volumes of medical claims daily, resolving discrepancies and adhering to HIPAA regulations.
- Communicated effectively with carriers and providers to achieve timely claim resolution.
SALES REPRESENTATIVE WITH FR AND EN
C3/CustomerContactChannels
10.2015 - 11.2016
- Assisted in creating billing policies to enhance accuracy and compliance.
- Managed medical claims, resolving discrepancies while following HIPAA standards.
- Facilitated timely claim resolutions through collaboration with carriers and providers.
XEROX TECHICAL ENGINEER WITH FR AND EN
Concentrix Services Bulgaria Ltd
08.2014 - 10.2015
- Presented technical findings and progress reports to stakeholders, ensuring clear understanding of goals.
- Mentored junior engineers to enhance technical proficiency and problem-solving.
- Optimized team efficiency and reduced costs through strategic improvements.
Education
Information Technologies
Vocational College– Information Technologies
BulgariaServiceNow System Administrator -
ServiceNow
Certified Implementation Specialist
ServiceNow
07-2024
Certified Application Developer -
ServiceNow
08-2024
ITIL 4 - undefined
PeopleCert
JavaScript Basics for Beginners - undefined
Udemy
Skills
Microsoft Office
ServiceNow
IT Troubleshooting
Multitasking
Adaptability
Self motivation
Analytical skills
Personal Information
- Date of Birth: 02/18/90
- Nationality: Bulgarian
Timeline
Site Trainer
DXC Technology
09.2021 - Current
FRAUD AND RISK SPECIALIST WITH FR AND EN
Entain Services (Bulgaria) EOOD
04.2021 - 09.2021
MEDICAL INSURANCE SPECIALIST - FR AND EN
Owliance Bulgaria
09.2020 - 04.2021
SALES REPRESENTATIVE WITH FR AND EN
C3/CustomerContactChannels
10.2015 - 11.2016
XEROX TECHICAL ENGINEER WITH FR AND EN
Concentrix Services Bulgaria Ltd
08.2014 - 10.2015
ITIL 4 - undefined
PeopleCert
JavaScript Basics for Beginners - undefined
Udemy
DELL TECHNICAL ENGINEER WITH FR AND EN
Alorica Bulgaria EOOD
5 2018 - 7 2020
Information Technologies
Vocational College– Information Technologies
ServiceNow System Administrator -
ServiceNow
Certified Implementation Specialist
ServiceNow
Certified Application Developer -
ServiceNow
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