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 specific SLAs and reports and for the implementation of HPE standard and custom SLM and Reporting processes.Scope of activities:• 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.• Stakeholder management – establish and maintain strong working relationships with high management and process owners.• Develop L4 SLM and Reporting process documentation; define customer/HPE process touch-points, R&R mapping, process KPIs, process specific templates and forms.• Provide SLM and Reporting and ITSM Subject Matter Expertise for Process Engineering and Operational Improvement by providing analysis, design, and project support.• Develop process training material and deliver trainings to HPE shared delivery organization (Global Delivery Centers) and Account Support Teams for established ITSM processes in new accounts.• Setup of Service Level and other contractual reports – SRA and towers specific.• Coordination of data collection agents’ deployment. • Follow up on development teams deliverables.• Validation of the end to end report production process.• Handover of the reporting solution to support teams.• Fulfill all QMS project documentation requirements.• Contribute to the development of the SLM and Reporting On-boarding Team by adding value to process and tools improvements, automation and development where possible.

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.• Accountable for quality and efficiency aspects of each customer case; responsible for operational metrics and processes related to the workflow: Case Age, Backlog, Case/Phone SLA, Process adherence, Customer Sat, Review; Close a case as good as possible and as quick as possible.• Works with a team of technical (LI and L2/Tech Leads) and non-technical staff in a senior capacity.• Responsible for the right staffing and availability .• Provides inputs for action plans to SDM (Service Delivery Manager)• Provides input for performance reviews to SDM issues; Attending and leading technical workshops with superior level of support.

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 Outlook 2007 and Outlook 2010 technical issues; attending and leading technical workshops with superior level of support.

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.