Asen Kanchev Email & Phone Number

Sofia, BG

Sofia, Sofia City, Bulgaria

Sofia City, Bulgaria

Sofia

• Responsible for the end-to-end implementation of infrastructure, tools and scripts that will allow the provision of the required SLA and operational reporting for ES Managed accounts, for the on-boarding of towers.
• Full SLM and Reporting On-boarding Project Management – IT2P creation, tracking and fulfillment.
• Identification of SLM and Reporting On-boarding Project scope, risks, dependencies and solution gaps.
• Contractual ITO – related FMO reporting requirements collection & gap analysis.
• Attend internal and client meetings when required.
• Support Customer and Supplier relationships.

Sofia

• Responsible for Microsoft CTS Platform and Core Professional Support Team.
• Ensuring the highest levels of customer satisfaction and business excellence. Responsible for the end to end workflow of technical solutions to Enterprise Microsoft customers and partners.
• Ensuring that operational, quality and customer satisfaction targets are consistently met or exceeded.
• Managing and distributing the workload, ensuring the highest quality standards by monitoring and providing feedback to the workgroup.
• Managing team availability or individual performance management. First point of contact on any case related communications.
• Responsible for distribution and lifecycle of all incoming customer requests.

Sofia

Administrating, deployment and troubleshooting Microsoft Exchange Server 2003, 2007 and 2010, Windows Server 2003, 2008, 2012 and Active Directory related issues; establishing remote sessions in order to resolve technical problems on customer’s environment; helping Product Lead in organizing and prioritizing tasks; mentoring new employees; troubleshooting.

Managing and supervising a team of 16 associates;Maintaining all the team’s metrics as per the client’s contract (CSAT, Service Level, Average Handling Time, Shrinkage);Analysing customers satisfaction and dissatisfaction surveys;Identifying potential and on-going issues and providing real-time solutions.