Anastasiia Alchinova
Desktop Support Specialist @Fragomen
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WORK HISTORY
Desktop Support Specialist @Fragomen
London, GB
Manage IT assets across their full lifecycle, from procurement and deployment to tracking and decommissioning•8+ years of hands-on experience with ServiceNow, including ITSM, incident management, and workflow automation•Support IT planning and execution for new office setups—hardware installation, account setup, and knowledge transition•Consistently meet/exceed SLAs and KPIs, ensuring timely incident resolution and high user satisfaction•Coordinate onboarding/offboarding, preparing user equipment and configuring accounts•Oversee IT asset management, collaborating with vendors for system support, maintenance, and compliance with policies•Escalate and help resolve P1 issues, apply ITIL best practices for efficient, standardized service delivery•Provide daily user support, resolve technical issues, and join team meetings to align IT operations•Deliver full AV and technical support for internal events, including setup and live troubleshooting•Offer responsive VIP support, ensuring seamless and uninterrupted technology experiences•Perform hands-on IT tasks onsite, including workstation setup, peripheral fixes, and network troubleshooting•Manage software licensing and system access to ensure availability and compliance•Create and maintain internal knowledge base articles and SOPs•Contribute to IT projects focused on automation, software migration, and systems integration for improved efficiency•Diagnose and resolve complex desktop issues both remotely and onsite; recommend and implement long-term solutions•Install, configure, test, maintain, and troubleshoot end-user devices, phones, and related software/hardware to meet service standards•Collaborate with system engineering and networking teams, enabling remote support as needed•Conduct system admin tasks in Active Directory, SCCM, Intune, Azure, and other services•Well-versed in internal and external PC/laptop hardware components
EDUCATION
Uzhorod'skyi Nacional'nyi Universitet Ukrainy , Fakul'tet Inozemnyh Mov
English Language and Literature/Letters
ABOUT ANASTASIIA ALCHINOVA
I am a hard-working IT professional and have been working on site for European companies for the past 7 years. I have gained skills in computing, customer support, leadership and management. My international experience gave me opportunities to live in different countries and work with people from all over the world which has been tremendously interesting and rewarding – however I am looking to stay in the UK for the foreseeable. At my last place of work, I was responsible for onsite and remote analysis, diagnosis, and resolution of complex desktop problems for end-users. I also recommended and implemented corrective solutions. I was working with artificial intelligence, setting up the programs, maintaining documentation and creating a knowledge base. I was required to train new employees, to keep inventory of all equipment and also maintenance was a part of my role. I have over 7 years’ experience in IT and customer support. I have strong knowledge of O365, SharePoint, Teams, SCCM, Active Directory, Network, Windows OS and familiar with PowerBI,Oracle and Azure. I am multi-lingual and can freely communicate in English, Ukrainian, Russian and have good knowledge in Italian and Hungarian.
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