Experience

CORETECH BULGARIA

• Bulgaria
• IT Services and IT Consulting
• 1 - 100 Employee

• • May 2022 - Present

• • Jun 2019 - May 2022



Experian

• Information Services
• 700 & Above Employee

• • Dec 2016 - Apr 2018

  Responsible for overseeing, directing, and controling Support operations functions inSofia Delivery Centre for EMEA region. Achieve yearly objectives assigned to Customerdelivery and service practice. Support and improve overall quality of provided servicesto all EMEA markets. Single escalation point for small projects, client escalations andany support related issues for Decision Analytics and Credit Services soft-wares.Escalation management. Creating new and optimizing existing processes. Show less

• • Sep 2015 - Nov 2016

  Overall responsibility for the tactical running and leadership of the Business Support and Optimisation team for all EMEA subregions and related markets. Temporary Service Management responsibilities covered, adopting and following ITIL best practices and implementing new processes into operations phase of the SDLC.

• • Apr 2014 - Sep 2015

  Providing 2nd line business related product support to clients using the Experian DA product set. Advising and leading on live product configuration incidents (investigate & fix), system enhancements (requirements definition and implementation) and optimisations. SME who will mentor other team members and disseminate knowledge. Administrative line management and supervision of existing processes. SLA monitoring. Service transition responsibilities. Main contact for business issues for EMEA. Show less

• • Aug 2013 - Apr 2014

  Working in DA Application Support contributing to client delivery and service levels by providing 2nd line business related product support to clients using the Experian Core DA product set. Work will include dealing with live product configuration incidents (investigate & fix), system enhancements (requirements definition and implementation) and system optimisations.



C3i Europe

• United Kingdom
• Consumer Services

• • Sep 2012 - Aug 2013

  Novartis Subject Matter Expert responsibilities enriched with quality assurance responsibilities, Knowledge base maintenance, creation of SOPs, work instructions and general guidelines, 1:1s and performance feedback sessions.

• • Jun 2010 - Sep 2012

  Operational reporting, process implementation and communication with the clients, hardware shipment forecasts, distributions and returns of hardware, hardware inventory management, process and performance supervision. SLA monitoring, line management and client account management responsibilities.

• • Oct 2008 - May 2010

  Researching and contracting different ISP Vendors in order to connect study related sitesworldwide; coordinating hardware depots in Asia, Europe and USA, laptop and accessoriesprovisioning process supervision;Site Closeout Process implementation and supervisionmonthly invoice process. Negotiating SLAs and payment details with related ISP vendors.Monitoring delivery timeframes for all related products and optimizing related prices on a monthly bases.

• • Sep 2007 - Oct 2008

  Basic technical support for I3 client. Taking inbound calls and emails, basic troubleshooting, resolving issues at 1st Level Support.



Balkan Bulgarian Television SPJSC

• Media Production

• Barclays English Premiership correspondent

  • Sep 2004 - May 2005

  Communicating with UK rights stakeholders and determining payment details under the supervision of the senior management. Preparing the weekly Premiership overview. Communicating with UK rights stakeholders and determining payment details under the supervision of the senior management. Preparing the weekly Premiership overview.