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Work Background
Hewlett Packard EnterpriseTeam Manager
Apr. 2022Sofia, Bulgaria
GTTSenior Manager, Tier 3 Security
Jun. 2020 - Apr. 2022Sofia, Bulgaria
GTTSenior Manager, Advanced Solutions Operations
Oct. 2019 - Jun. 2020Sofia, Bulgaria
GTTManager, Advanced Solutions Operations
Sep. 2018 - Oct. 2019SofiaResponsible for the 3rd line support of customers' hosting and cloud solutions based on VMware virtualization
GTTManager, Customer Operations - Unified Computing
Jan. 2015 - Sep. 2018SofiaRecruitment, development and daily management of customer-focused 24/7 computing support team consisting of 1st line support engineers and service desk function. Providing support related to requests, incidents and patch management for cloud solutions, storage, backup, Windows, VMware, Linux.
Responsible for the monitoring / event management of the computing department and having ownership for all critical incidents and their communication.
Hewlett-PackardOperational Integrator - Strategic Incident Manager
Jan. 2014 - Jan. 2015SofiaThe role provided cross-domain direction of the customer operations and their outsourced services. Evaluating all hierarchical escalated incidents and providing the direction and communication needed to resolve the incident as quickly and efficiently as possible.
Working with HP technical staff, service management teams and customer representatives, as well as with 3rd party vendors, contracted by the customer and HP. The role includes:
- Matrix-management - managing support staff performance from all vendors (HP and 3rd party) with respect to the incident management process, creating and executing action plans.
- Taking ownership of the hierarchical escalated incidents and reviewing all activities and results.
- Managing cross-functional technical experts and supplier critical incident management teams to deliver assigned tasks towards incident resolution.
- Supplier management.
- Mentor/consult with team members, other organizations, customer and vendors on complex issues.
- Responsible for the onshore team members training and daily operations, maintaining the team work schedule
- Mentoring the team on process and operational topics on daily basis. Responsible for newcomers training.
Hewlett-PackardCritical Incident Manager
Nov. 2011 - Jan. 2014- Account CIM process lead (07 October 2013 - 20 January 2014) Single point of contact for CIM process related topics. Working with the account service management teams on improvement initiatives. Proposing new improvements where gaps are identified and working on the actual projects to provide the solutions and implementations.
Communicating and implementing process changes within the team. Preparing and reporting on team KPIs and other CIM process metrics. Owning the CIM process documentation – create, update, review, train. Mentoring the team on process and operational topics on daily basis. Responsible for newcomers training. - SharePoint Champion Responsible for managing and developing the team SharePoint sites to meet the team needs and automate the daily work.
Sixty K Ltd (60K)Technical Team Leader
Sep. 2010 - Nov. 2011- Supervising the technical team, directly monitoring the work of the technical analysts to make sure it is up to the technical and customer support best practices
- Monitoring the team performance and KPI metrics on daily basis
- Providing regular feedback, advise and coaching - Responsible for team's KPIs metrics and making sure defined processes are followed
- Taking care of escalated cases and customer complaints
- Actively seeking for improvement opportunities
Sixty K Ltd (60K)Technical Support Specialist
Jun. 2009 - Sep. 2010Technical support for an UK ISP company. Responsible for resolving customer's technical queries (network and/or desktop related), reported over phone or ticketing system.
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