Elena Mihailova
Brasov
Summary
Experienced incident analyst skilled in proactive incident management, log analysis, and data security. Proficiently resolved technical issues, leveraging strong troubleshooting abilities. Adept at creating support documentation and providing exceptional customer service. Hands-on experience with SQL databases, Jira, and POS applications. Also, an accomplished technical support specialist, successfully addressing diverse inquiries and optimizing system functionality. Background in materials handling and production supervision further enhances operational efficiency.
Overview
8
8
years of professional experience
Work History
Incident Analyst
Extenda Retail
07.2020 - Current
- Monitored use of data files and regulated access to protect secure information.
- Quality Assurance by proactive actions
- Report and prioritize incidents found.
- Identifies and assists with planning/execution for Incident Management process improvements.
- Received and processed stock into the inventory management system.
- Work with Databases(SQL)
- Customer Meetings
- Work with system Jira/Confluence
- Work with POS application for IOS and website builder
Technical Support Specialist
Stefanini EMEA
10.2019 - 07.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
- Resolving system, hardware, software, and network-related issues.
- Assisting customers in identifying issues and explaining solutions to restore service and functionality
- Resolved 18 technical support inquiries per day.
- Submitted service tickets for equipment maintenance requests.
- Logging remotely to the client's computer helped them solve software issues.
Assistant Production Supervisor
AutoDoc
02.2016 - 04.2018
- Analyzed and resolved worker problems and recommended solutions.
- Monitored quality control of production workers.
- Collaborated with internal teams to streamline operations across materials handling, production and shipping.
- Provided personalized, friendly and knowledgeable support services to drive customer satisfaction, increase new account production and attain each monthly target.
- Resolving Difficult Cases that appeared in selling and dealing with difficult customers.
- Working with payment accounts and money transfers
- Developing team work and improving selling process.
- Analyzed and resolved worker problems and recommended solutions.
Education
Bachelor of Economics - Business And Administration
The State University of Moldova
Chisinau, Moldova06.2019
Diploma - Basic Web And SQL For Software Testing
SkillUP
Chisinau, Moldova02.2019
Skills
- Incident Escalation
- SQL
- Jira
- Confluence
- Documentation
- Log Management
- Server Administration
- Simulator Management
- Technical Support
- Incident Processing
- Remote Connection Tools
- Critical thinking skills
- Network Understanding
- Attention to Detail
Timeline
Incident Analyst
Extenda Retail
07.2020 - Current
Technical Support Specialist
Stefanini EMEA
10.2019 - 07.2020
Assistant Production Supervisor
AutoDoc
02.2016 - 04.2018
Bachelor of Economics - Business And Administration
The State University of Moldova
Diploma - Basic Web And SQL For Software Testing
SkillUP
Similar Profiles
Shreyas KadloorShreyas Kadloor
Vendor Manager at Appario Retail Pvt Ltd (Amazon Retail)Vendor Manager at Appario Retail Pvt Ltd (Amazon Retail)
ABHI SHANKARA B VABHI SHANKARA B V
ACCOUNTANT at ATM RETAIL (Cart2india Online Retail PVT LTD)ACCOUNTANT at ATM RETAIL (Cart2india Online Retail PVT LTD)
Agnes Raja GeorgeAgnes Raja George
Founder & Managing Director at Pipin Fashions and Retail Pvt Ltd, Brands Retail India Pvt LtdFounder & Managing Director at Pipin Fashions and Retail Pvt Ltd, Brands Retail India Pvt Ltd