Kristina Dimitrova

Berufserfahrung von Kristina Dimitrova

• Bis heute 5 Jahre und 3 Monate, seit März 2019

  Senior IT Analyst

  Claims Conference

• Bis heute 7 Jahre und 1 Monat, seit Mai 2017

  IT Helpdesk Mitarbeiterin

  Claims Conference

• 9 Monate, Apr. 2016 - Dez. 2016

  Software-Lifecycle Engineer

  Hewlett Packard Enterprise

  Intake, coordinate and follow-up customer requests for new and update of existing software; Coordinate, communicate and follow up package development; Consult and assist the testing and deployment of software packages and images; Coordinate user acceptance testing; Perform root cause analysis for software packaging and deployment issues;

• 6 Monate, Okt. 2015 - März 2016

  Agent 2 Dispatch

  Hewlett Packard Enterprise

  Supervise the incoming ticket flow and make sure that all tickets are being processed in a timely manner Coordinates all Agent 1s’ activities and ensure that the workload is evenly distributed among them Supervise the engineers’ schedule to ensure that the available resources are efficiently utilized Provide all-time support to all Agent 1s and help with onboarding of the new hires Engage in all escalations and whenever needed coordinates with Service Delivery Managers

• 3 Jahre und 3 Monate, Juli 2012 - Sep. 2015

  Agent 1 Dispatch

  Hewlett Packard

  Timely manages the service requests of customers throughout different access channels. Coordinates the resources in a proper manner to the client. Monitors the overall service event to its completion. Keeps customers informed on case development status. Timely elevates and/or escalates complex issues Manages multiple tasks or cases simultaneously with minimal supervision Follows up the successful completion of each case Keeps case documentation as per requirements

• 8 Monate, Nov. 2011 - Juni 2012

  1st line tech analyst

  Adecco Human Resources AG

  Answer phone contact promptly and professionally and ensuring delivery of phone SLA Create a ticket for new calls into the case management tool Identify and resolve customer's requests, problem or incident, using the relevant knowledge base tools and other technical resources Fully document every ticket, including all resolution steps Protect confidential and sensitive information or materials Collaborate with other team members to provide high quality support 