Ivo Nakov

Senior IT Consultant at Do It Wise
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Contact Information
us****@****om
(386) 825-5501
Location
Bulgaria, BG
Languages
  • English Professional working proficiency

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Credentials

  • Certified Implementation Specialist - Discovery
    ServiceNow
    Dec, 2018
    - Sep, 2024
  • Certified Implementation Specialist - Event Management
    ServiceNow
    Dec, 2018
    - Sep, 2024
  • Certified System Administrator
    ServiceNow
    Nov, 2018
    - Sep, 2024

Experience

  • Do It Wise
    • Manufacturing
    • Senior IT Consultant
      • Apr 2016 - Present

      Perform the installation, uninstallation and configuration of standard and customized application software .Administer, maintain and update the software that falls under my responsibility.Periodically monitor the status of the software and the accuracy of the databases that fall under my responsibility.Periodically perform maintenance of the administered software products.If necessary, perform configuration, installation of operating system, standard system and application software.If necessary, provide methodological support to the computer users to solve complicated problems encountered in the use of standard software.If necessary, visit customers at their office.

  • Tek Experts
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • EMEA SW Duty Manager
      • Oct 2014 - Jan 2016

      The SW Support Duty Manager is responsible for taking ownership of customers' Duty ManagerEscalations, that are coming from the SDA team. Duty Manager requests could be coming as a Technical and Business escalations and the Duty Manager is responsible to drive them to a successful and timely resolution.The Duty Manager is expected to call and talk to the customer within 1 hour of the Duty Manager request being opened. The Duty Manager is also responsible for creating an action plan and making sure that engineers follow up on assigned actions including elevation, engaging the Critical Response team and callbacks.Additional responsibilities include closing the communication loop with customers and documenting actions in SPARKS and the Duty Manager log.Overall ownership of the escalated situation, which includes:- Manage customers' expectations and deliverables.- Represent the customer's situation within the support organization. - Coordinates resources cross-organizationally to ensure fastest resolution- Manage escalated issues to a successful resolution by managing and leveraging internal resources while partnering with the customer.The DM coordinates resources across multiple business units and divisions as this may be required for a given escalation.Manage the communication process both internally and externally to insure effective and efficient flow of information.The DM communicates within the SW organization what is the business impact on the customer's business and computing environment, and can engage in driving the political action planning on the customer's behalf.The DM establishes and maintains regular communication with the customer's management at the proper levels, internal partners, external partners and executives.Proactively proposes improvement plans where gaps are noticed.

    • Technical Support Engineer at Tek Experts
      • Dec 2012 - Oct 2014

      The primary responsibility is to manage reactive customer cases to a satisfactory resolution. On receipt of a service request I have to make researches for a solution through remote diagnosis of the problem, documentation and/or knowledge databases within agreed time frames.- Focus on customer expectations and satisfaction;- Advising customers and troubleshooting Quality Center/ Application Lifecycle Management (versions 10, 11, 11.5 and 12);- Handle active correspondence by mail, phone, or remote Web-sessions, according to the company’s Service Level Agreements;- Reproducing customer’s issues by collecting configuration data and replicating customer's environments including Database servers and Web- application servers;- Creating Virtual machines on VMware workstation or Oracle Virtual box;- Accurate and timely escalation of complex cases, when needed;- Reviewing and diagnosing customer`s logs, created by the application

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