Experience

Yotpo SMSBump

• Bulgaria
• Advertising Services
• 1 - 100 Employee

• SMS T2 Support Manager

  • Apr 2023 - Present



Synergyc

• Bulgaria
• Professional Services
• 1 - 100 Employee

• • Jun 2022 - Apr 2023

  This position combines both the L2 Team Lead and the Business Analyst roles.Team Lead responsibilities:- manage the team internally- participate in the hiring process- lead and prepare the training of new hires- assist higher management in preparing and presenting reports- coaching of team members- respond to audit requests / prepare data for auditors when neededBusiness Analyst responsibilities:- gather and translate business requirements into detailed functional and technical specifications.- assess how the requirements fit in the business process landscape and how they can be incorporated in the Core Model.- ansure documentation is up to date.- actively communicate with team members, IT Project Manager and Software Developer Lead about the work and project status.- actively escalates issues to Service Manager and Software Developer Lead.- analyze and troubleshoot system issues in 2nd or 3rd level depending on project requirements, liaise with network administrators, system analysts, and software engineers to assist in resolving problems with software products or company software systems- help support the business in the creation and reporting of the test cases and in their data/systems migrations- support regions in their Change Management and Adoption processes Show less

• • Feb 2019 - Jun 2022

  In addition to serving as a Solution Specialist on the Trading Application for Louis Dreyfus Company (LDC):- manage the team internally- participate in the hiring process- lead and prepare the training of new hires- assist higher management in preparing and presenting reports- implementing build into run activities- participation or leading different enhancement / project initiatives - create business requirements, coordinate with development, business and process owners, ensure solution is properly designed and implemented- respond to audit requests / prepare data for auditors when needed- driving continuous service improvements (automation and other initiatives) Show less

• • Sep 2017 - Feb 2019

  Act as the latest level of Support Expertise (L2) (Application Support) for the business critical ITAS application with a worldwide coverage for the Louis Dreyfus Company (LDC). In charge of interfaces troubleshooting, coordinating and working closely with different stakeholders (Vendor, integrator, end-users, Business Process Owners, Management). Provide on-call support for P1 critical issues.In more specific terms:- Provide support to end-users of commodities trading application- work on enhancements of VB6/.Net based applications- Provide reporting to the management on the work units of support provided, i.e. incidents, bug fixes, change requests (logged in ServiceNow and JIRA).- Prepare end user and technical documentation- Plan and conduct end-user and technical training- Perform the necessary analysis and troubleshooting on the Trading application and its relation to the different interfaces and microservices by using tools as MS SQL, remote desktop (mRemote), SOAPUI (XML & JSON input and output), user guides and technical documentation- Prepare enhancement documentation- Assist in the Quality Assurance (Software Testing) on product fixes and enhancements Show less



IBM iX

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Storage Remote Technical Support

  • Aug 2016 - Sep 2017

  • Resolve hardware related Technical Service requests on multiple products in the Storage product environments. • Provide remote technical support to clients and IBM onsite technical personnel. • Perform hardware problem determination, problem source identification and develop Action Plans to resolve technical problems utilizing a range of tools, techniques, knowledge bases and processes • Engage next level of support, recommend improvements to Product Quality or technical support tools, procedures or processes • Contribute to high client satisfaction by meeting Contractual Obligations and Customer Expectations • Work together with Country Technical Support Teams which provide French language support Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Microsoft Vanguard Commercial Technical Engineer

  • Jul 2015 - Jul 2016

  Technical moderator of TechNet forum of Microsoft - French language. Technical moderator of TechNet forum of Microsoft - French language.



HCLTech - Telecom, Media & Entertainment

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• • Aug 2013 - Jul 2015

  - Client communication- Updating Knowledge Base by Creating Knowledge Base articles and reviewing them on a regular basis for accuracy and updates- Training other technicians on implementations or new support opportunities- Primary focus on French-speaking countries- Providing reports and presentations to the Client- Assisting operations management in daily tasks- Performing Quality Assurance related to the French-speaking technicians- Assisting technicians in solving complex issues- Customer Satisfaction Analysis and Actions for Improvement- Serve as a Subject Matter Expert on all support related questions Show less

• • Aug 2012 - Aug 2013

  Lead the team of French speaking technicians; prepare client reports and presentations with main focus on (but not limited to) the French speaking countries (Canada, France, Belgium and Luxembourg); responsible for the quality assurance of the team;Other responsibilities include helping customers (sales force and office-based users) by providing resolution in a friendly, professional manner over the phone and via email of technical and network problems with hardware and peripherals (laptops, tablets, printers, mobile phones, routers) and well as questions or issues related to the Pharma CRM systems (Siebel, Veeva and other). Show less

• • Oct 2010 - Aug 2012

  In addition to the tasks performed at Level 1:• Assisting the supervisory layer with additional tasks• Providing feedback to the technician regarding ticket documentation• Quality Assurance of the French speaking analysts• Provide comprehensive support to pharmaceutical companies and life-science organizations personnel (doctors, nurses, patients, sales force, etc.) in French and English.• Adhere to high company standards for quality, accuracy, thoroughness, timeliness and consistency in customer care. Show less

• • Apr 2009 - Oct 2010

  The role of a Level 1 Analyst in a clinical account at C3i is a direct link between the company and the customers located around the globe, looking for service. The function of the position is to help customers by providing information and guidance over the phone and via email.Main responsibilities:• Provide comprehensive technical support to pharmaceutical companies and life-science organizations personnel (doctors, nurses, patients, sales force, etc.) in French and English.



Advocates Europe

• Project Coordinator

  • Jan 2008 - Feb 2009



Apeiron Communication

• Bulgaria
• Public Relations and Communications Services
• 1 - 100 Employee

• Project Coordinator

  • Aug 2006 - Aug 2007



Nexcom

• Telecommunications
• 100 - 200 Employee

• Customer Support Specialist

  • Oct 2005 - Aug 2006