Experience

Do IT Wise - ServiceNow Elite Partner | Acquired by Inetum

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

• Business Process Consultant

  • Nov 2021 - Present

  As а Business Process Consultant, I am helping companies across the globe to transform their employees and customers enterprise service experience by optimizing company processes across different departments based on ITIL/ITSM/Business Process best practices and ServiceNow leading solutions. • Apply consultancy practices in external and internal projects. • Understand customer requirements and business objectives. • Lead workshops to gather and assess customer requirements. • Analyze potential issues and present written or verbal suggestions for solutions; • Define and translate business requirements into technical requirements; • Define high and low-level solution designs; • Work with the customer, understand and translate requirements into user stories; • Design complex processes on multiple modules of the appointed solution/platform; • Suggest and execute implementation best practices, where relevant; Show less



Louis Dreyfus Company

• Netherlands
• Food and Beverage Manufacturing
• 700 & Above Employee

• Incident, Problem and Change Management Team Leader

  • Nov 2020 - Oct 2021

  IPCM Team Leader is acting as an IT Service Management Professional leading a Team of Incident, Problem and Change managers. People Management: - Responsible for creating and foster friendly, collaborative and highly productive team environment - Provide work direction and supervise IPCM team, while aiming operational excellence - Provide supervisory responsibilities to develop and grow a high performing team – talent management, performance evaluations and staff development. - Motive and guide team members to continuously improve performance deliverables. Operational Responsibilities: - Accentuable for day to day management of IPCM team for efficient and effective use of resources. - Serve as an escalation point-of-contact for IPCM team - Act as Incident, Problem and Change SME supporting all teams - Provide leadership to the team with tactical and strategic recommendations based on process KPIs - Stays up-to date with emerging trends in Service management, proposing and developing plans for optimizing and improving Incident, Problem and Change Management process effectiveness and efficiency - Ensure all IPCM reports are delivered on time with no discrepancies - Take active participation in Tooling projects impacting Incident, Problem and Change management. Show less



DXC Technology

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

• • Nov 2017 - Nov 2020

  - The Multi Supplier Operations (MSO) Problem manager or commonly known as Service Integrator role in a Service Integration and Management (SIAM) type model, takes a key role in managing and overseeing the Problem Management process across multiple internal and external suppliers. - As a Team Leader of MSO Problem management team I have the following responsibilities; set clear team goals, Oversee day-to-day operation, Discover training needs and provide coaching, Listen to team members’ feedback and resolve any issues or conflicts and many more. - The MSO Problem manager is reviewing RCAR document if the tasks assigned are addressing the underlying technical and/or process issue. - It is a first escalation point for arguments in cross-provider task assignment. Identify potential process improvements and make appropriate recommendations. - Monitors and tracks a Problem through the Management process. - MSO Problem manager is a backbone of the process by making sure no Problem gets trapped or bottlenecked in any area of the process Show less

• • Apr 2017 - Nov 2020

  -Responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management -Validate reports of Problem Management metrics to support Check in the Plan Do Check Act improvement cycle -Performs Proactive Problem Analysis based on Incident trend analysis - Responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account Show less



Hewlett Packard Enterprise

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

• Account Process Manager – Problem management |E.ON Account, Multi-Supplier Operations

  • Jun 2015 - Apr 2017

  -Responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management -Validate reports of Problem Management metrics to support Check in the Plan Do Check Act improvement cycle -Performs Proactive Problem Analysis based on Incident trend analysis - Responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account Show less



Wide Visions Ltd

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

• Team Leader - Configuration team

  • Jun 2014 - May 2015

  Pre-sells consulting at HP data center infrastructure. HP ProLiant Servers, HP ProLiant Blade systems, configuring full Enclosures, Storage (SAN), and HP FlexNetwork Architecture Pre-sells consulting at HP data center infrastructure. HP ProLiant Servers, HP ProLiant Blade systems, configuring full Enclosures, Storage (SAN), and HP FlexNetwork Architecture



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Microsoft Customer Service Representative (Licensing Specialist )

  • Mar 2008 - Dec 2013

  -Provide high level of professional and competent licensing support to all customers. -Delivering Exceptional Customer Experiences -Act in mature and professional manner towards customers, clients and colleagues. -Being aware of and assist in ensuring the department’s targets and goals are met. -Using database and call logging tools to provide answers to customers’ queries. - introduce new hire employees with the complex Microsoft licensing and products and help them with their everyday working tools Show less