Bianca K

IT Service Desk Analyst with experience supporting enterprise users across Windows, iOS, and Android environments. Skilled in Microsoft Intune, Active Directory, ServiceNow, VPN troubleshooting, BitLocker recovery, MFA support, and endpoint management. Experienced in delivering first-line technical support while maintaining SLA compliance and high customer satisfaction.

IT Service Desk Analyst (Senior Process Executive) at Infosys BPM (2025-12 – Present)

• Enrolled and managed BYOD (Bring Your Own Device) and corporate-owned (COD) iOS and Android devices using Microsoft Intune, ensuring compliance with company security policies.
• Provided technical support for mobile applications, diagnosing and resolving software-related issues on smartphones and tablets.
• Processed requests for laptop, mobile phone, and software orders, cancellations, and general enquiries through internal IT service management processes.
• Troubleshot VPN connectivity issues on Windows laptops and mobile devices to ensure secure remote access for users.
• Supported synchronization of emails, calendars, and contacts across mobile devices and corporate accounts.
• Created and managed support tickets for hardware defects, VCA, and telephony-related incidents, coordinating with relevant support teams for resolution.
• Performed Active Directory and cloud directory password resets and assisted users with account access issues.
• Diagnosed and resolved authentication and multi-factor authentication (MFA) application issues.
• Assisted users with BitLocker recovery by troubleshooting encryption-related issues and providing recovery key support.
• Performed hardware maintenance and cleanup tasks to improve device performance and reliability.
• Troubleshot file and drive access permissions, resolving user access issues in accordance with company policies.
• Delivered first-line technical support while maintaining high levels of customer service and adherence to SLA targets.

Logistics Coordinator at CTDI Europe (2024-09 – 2025-12)

Telekom Deutschland Project

• Managed tracking and monitoring of package deliveries from multiple German logistics providers.
• Investigated shipment delays and customer delivery issues.
• Verified invoices and delivery documentation.
• Recorded delivery information in SAP.
• Communicated delivery updates and exceptions to customers.

Fiber Optic Network Planner at CTDI Europe (2023-07 – 2025-12)

Telekom Deutschland Project

• Conducted site surveys for FTTH deployment.
• Developed fiber optic network designs based on customer and technical requirements.
• Produced network documentation and detailed GIS maps.
• Analyzed network performance and proposed improvements.
• Selected appropriate fiber optic components.
• Estimated project costs and delivery timelines.
• Ensured compliance with telecommunications standards.

IT Consultant at NTT DATA (2022-08 – 2023-06)

• Documented and managed customer support tickets using internal ticketing tools.
• Processed booking, cancellation, and modification of BSI service packages.
• Performed data adjustments and maintained accurate customer records.
• Assisted with documentation of operational procedures and payment-related activities.
• Delivered first-line technical support while maintaining high levels of customer service and adherence to SLA targets.

Bachelor of Arts in Applied Modern Languages (English & German) – Lucian Blaga University of Sibiu (2023)