Yoana Bastiyanova

C3i Solutions (HCLTech)

Senior Help Desk Analyst (Global Ticket Reassignment)

• Reduce resolution time by correcting misassigned ServiceNow tickets and routing them to the right teams on first pass.
• Minimize ticket rework by identifying and closing knowledge gaps through investigation and root-cause analysis.
• Accelerate issue resolution by serving as the single point of contact between business owners and IT support teams, driving alignment and removing blockers.
• Improve consistency and handling quality by guiding agents and support teams on standard and new processes.

Help Desk Analyst & Incident Reassignment

• Delivered first-line support across Active Directory, MFA, Intune, Ivanti, MobileIron, Citrix, Zscaler, Cisco, SAP, ServiceNow, Salesforce, O365, printers, network drives, servers, and software on Windows and Mac, resolving access and usability issues on first contact.
• Provided clear, effective end-user support, while reinforcing good cybersecurity practices.

Sitel Group (Foundever)

Menu Typist for Takeaway (Just Eat)

• 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)

• 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.

Nedelya The Cake Company

Barista & Waitress

• 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.

Software University (SoftUni), Sofia

Software Engineering with Python

St. Cyril and St. Methodius University of Veliko Tarnovo

Bachelor’s Degree in Applied Linguistics: English and Japanese

note_builder_gui

Python | Tkinter | PostgreSQL | RegEx

• A Tkinter GUI app that handles files, generates HTML code and syncs it with a PostgreSQL DB. I use it to write little sticky notes with interesting things I learn.
• Web page demo → here.

MushroomWiki

Django | PostgreSQL

• A Django Wiki app connected to a PostgreSQL DB. Go ahead and add your favourite mushroom to the dashboard!
• Using Render free, there’s a wait when the service wakes from idle.
• The live version supports adding images only via URLs, due to Render limitations. The local app supports image uploads.
• Web page demo → here.

CurrencyConvertorAPI

FastAPI | PostgreSQL

• A private FastAPI-based Currency Conversion API that fetches daily exchange rates from the European Central Bank (ECB) and allows conversion between currencies using the latest rates
• Currently exposed only locally. To use it elsewhere, clone the repo and set up your own .env with database credentials

FinanceTrackerDjango

Django | PostgreSQL

• A Django Finance Tracker, separate apps for accounts and core. PostgreSQL DB on Supabase.
• It uses my local CurrencyConvertorAPI for real time currency conversion for user operations and dashboard visualization

japanese_glossary_maker

Python | Janome (蛇の目) | JSON | RegEx

• Create glossaries quickly and with minimal effort from badly formatted text. Filter them to your preference!
• This is a very simple app, but it is useful to me. I'm able to drop any kind of text and it will only add words that are new for me to the glossary.