Borislava Decheva Email & Phone Number

Sofia, Sofia City, Bulgaria

* Point of contact for customer support to clients;* Operational lead in crisis situation;* Mentoring of L1 and L2 support staff;* Quality control of delivered work towards customer;* On-board new members;* Own the KT process from project to support;* Set clients task priorities and resolve conflicts in delivery;* Distributes tasks to team members accordingly and monitor the quality and progress of delivery;* In a cooperation with Head of support defining and executing strategic support initiatives, documentation framework, setting up KPI's to ensure high service value and customer experience;* Interact in a partnership with Project infrastructure and business consultants;* Point of contract for partners concerning technical support related matters;Used technologies, tools and languages:* PL/SQL, SQL - SQL Navigator, Oracle SQL developer, Toad* Oracle products - Oracle DB, ADF, Oracle Forms, Weblogic server* Reporting - BI Publisher, Oracle BI* CRM - Siebel, MS Dynamics 365* Java - JDeveloper* Business process management - jBPM by JBoss, Bizagi Modeler* Version control system - GIT, Gerrit, Tortoise SVN* Work management - Jira, MS Dynamics 365, MS Office* Agile methodology - SAFe, Scrum Soft skills trainings:* Leadership development* The emotional intelligent leader* Managing distance teams

Sofia, Sofia City, Bulgaria

* Helps with the coordination between customer service and the specialized departments in the company;* Communicates and clarifies all facts and circumstances related to customers' interest;* Reproduces and investigates problems in IT system workflow;* Prepares proposals for the customers;* Assists in configuration and reconfiguration of the IT systems;* Participates in the design and development of new solutions;* Completes details testing of the developed solutions and prepare documentation;* Registers bugs in the track system for core developers;* Consults the customers; * Complying with the rules described in the contracts;

Sofia, Sofia City, Bulgaria

* Development and executing corrective data scripts; * Reproducing problems and test cases preparation;* Configuration of business modules;* Navigating customer workflow in the applications;

Sofia, Sofia City, Bulgaria

Implementation of accounting and trade software (S-Office: Warehouse management, Double book keeping module). Responsible for all activities and procedures into support department, i.e.:* Creation and technical execution of new projects. * Managing the correspondence between company and client. Responsible for activities and organization procedures in IT Project management, modelling, analyses, project controlling, analysis of customer business processes, i.e.:* Functional requirements documents* Operational and organizational structure* Cost planning, scheduling, milestones* Preparing and executing education plans, realization of customized it-solutions and project coordination with all units in pre and after-sales period.* General Support for more than 500 customers

Master'S Degree, Mathematics And Computer Science

Spanish Language