Yoana Bastiyanova
yoana.bastiyanova@gmail.com
+359 988 928 243
Varna, Bulgaria
Summary
Passionate about technology and programming, with practical experience in IT support and administration. Skilled at troubleshooting, learning new tools quickly, and working effectively in team environments. Motivated to develop strong coding skills and contribute to software projects with attention to detail and problem-solving.
Education
Software Engineering with Python 2024 – Present
Software University (SoftUni), Sofia
Bachelor’s Degree in Applied Linguistics:
English and Japanese 2019 – 2023
St. Cyril and St. Methodius University of Veliko Tarnovo
Languages
English - Fluent
Bulgarian - Fluent
Japanese - Conversational
Experience
IT Support - Help Desk Analyst & Incident Reassignment Sep 2022 – Present
C3i Solutions (HCLTech)
- Provide first-line support for Azure Active Directory, Multi-Factor Authentication (MFA), Intune, Ivanti (MobileIron), Cisco, SAP, ServiceNow, Amazon services, printers, and O365 including SharePoint, network drives, and servers.
- Manage user access and basic troubleshooting across these platforms to maintain smooth operations.
- Handle ticket reassignment and correct misrouted tickets to ensure timely resolution. Provide insights and knowledge to agents and support groups, and communicate with IT System Owners to address knowledge gaps.
- Support end users with common IT issues, focusing on problem-solving and effective communication.
Menu Typist for Takeaway (Just Eat) May 2022 - Aug 2022
Sitel Group (Foundever)
- Created and maintained restaurant menus using in-house software solution, promptly troubleshooting any issues.
- Managed deals, calorie counts, and allergen information with accuracy and attention to detail.
- Coordinated and communicated effectively with business partners to ensure smooth operations.
Customer Care Representative (Just Eat) Jul 2021 - May 2022
Sitel Group (Foundever)
- Served as the first point of contact for customers and restaurant partners, delivering excellent customer service.
- Monitored orders, payments, and delivery drivers in real time to ensure smooth operations.
- Processed order compensations using Adyen and internal credit management tools.
Barista & Waitress Jul 2017 - Jul 2021
Nedelya The Cake Company
- Started at age 16 — gained early experience, strong work ethic, and essential workplace and fundamental professional skills.
- Prepared customer orders with attention to detail, food safety standards, and quality.
- Delivered excellent customer service through strong communication, problem-solving, and interpersonal skills, while developing patience, teamwork, and time management.