Boyan Tzvetkov Email & Phone Number

Sofia, Bg

Sofia, Sofia City, Bulgaria

- Troubleshoot and Resolve Cases at Tier 2 Level related to the eCommerce platform- Manage an international Tier 2 / Tier 3 support team spread across the world- Coach, provide feedback, establish learning opportunities, guide and encourage the team to grow- Analyze monthly and yearly metrics to outline improvement opportunities, trends- Coordinate initiatives with RnD, Product, Senior Management, Customer Success, Implementation Managers and Support Engineers to improve product and provide relevant feedback on user experience- Monitor OKR's and define action plans to achieve them- Encourage the team to share knowledge among the members of the different support levels (Tier 1, Tier 2 and Tier 3)- Assist in facilitating client communication in order to provide better support experience for high valuable customers

This position combines both the L2 Team Lead and the Business Analyst roles.Team Lead responsibilities:- manage the team internally- participate in the hiring process- lead and prepare the training of new hires- assist higher management in preparing and presenting reports- coaching of team members- respond to audit requests / prepare data for auditors when neededBusiness Analyst responsibilities:- gather and translate business requirements into detailed functional and technical specifications.- assess how the requirements fit in the business process landscape and how they can be incorporated in the Core Model.- ansure documentation is up to date.- actively communicate with team members, IT Project Manager and Software Developer Lead about the work and project status.- actively escalates issues to Service Manager and Software Developer Lead.- analyze and troubleshoot system issues in 2nd or 3rd level depending on project requirements, liaise with network administrators, system analysts, and software engineers to assist in resolving problems with software products or company software systems- help support the business in the creation and reporting of the test cases and in their data/systems migrations- support regions in their Change Management and Adoption processes

Sofia

In addition to serving as a Solution Specialist on the Trading Application for Louis Dreyfus Company (LDC):- manage the team internally- participate in the hiring process- lead and prepare the training of new hires- assist higher management in preparing and presenting reports- implementing build into run activities- participation or leading different enhancement / project initiatives - create business requirements, coordinate with development, business and process owners, ensure solution is properly designed and implemented- respond to audit requests / prepare data for auditors when needed- driving continuous service improvements (automation and other initiatives)

Sofia, Bulgaria

Act as the latest level of Support Expertise (L2) (Application Support) for the business critical ITAS application with a worldwide coverage for the Louis Dreyfus Company (LDC). In charge of interfaces troubleshooting, coordinating and working closely with different stakeholders (Vendor, integrator, end-users, Business Process Owners, Management). Provide on-call support for P1 critical issues.In more specific terms:- Provide support to end-users of commodities trading application- work on enhancements of VB6/.Net based applications- Provide reporting to the management on the work units of support provided, i.e. incidents, bug fixes, change requests (logged in ServiceNow and JIRA).- Prepare end user and technical documentation- Plan and conduct end-user and technical training- Perform the necessary analysis and troubleshooting on the Trading application and its relation to the different interfaces and microservices by using tools as MS SQL, remote desktop (mRemote), SOAPUI (XML & JSON input and output), user guides and technical documentation- Prepare enhancement documentation- Assist in the Quality Assurance (Software Testing) on product fixes and enhancements

Sofia, Bulgaria

• Resolve hardware related Technical Service requests on multiple products in the Storage product environments.• Provide remote technical support to clients and IBM onsite technical personnel.• Perform hardware problem determination, problem source identification and develop Action Plans to resolve technical problems utilizing a range of tools, techniques, knowledge bases and processes• Engage next level of support, recommend improvements to Product Quality or technical support tools, procedures or processes• Contribute to high client satisfaction by meeting Contractual Obligations and Customer Expectations• Work together with Country Technical Support Teams which provide French language support

Bulgaria

Technical moderator of TechNet forum of Microsoft - French language.

Bulgaria

- Client communication- Updating Knowledge Base by Creating Knowledge Base articles and reviewing them on a regular basis for accuracy and updates- Training other technicians on implementations or new support opportunities- Primary focus on French-speaking countries- Providing reports and presentations to the Client- Assisting operations management in daily tasks- Performing Quality Assurance related to the French-speaking technicians- Assisting technicians in solving complex issues- Customer Satisfaction Analysis and Actions for Improvement- Serve as a Subject Matter Expert on all support related questions

Lead the team of French speaking technicians; prepare client reports and presentations with main focus on (but not limited to) the French speaking countries (Canada, France, Belgium and Luxembourg); responsible for the quality assurance of the team;Other responsibilities include helping customers (sales force and office-based users) by providing resolution in a friendly, professional manner over the phone and via email of technical and network problems with hardware and peripherals (laptops, tablets, printers, mobile phones, routers) and well as questions or issues related to the Pharma CRM systems (Siebel, Veeva and other).

In addition to the tasks performed at Level 1:• Assisting the supervisory layer with additional tasks• Providing feedback to the technician regarding ticket documentation• Quality Assurance of the French speaking analysts• Provide comprehensive support to pharmaceutical companies and life-science organizations personnel (doctors, nurses, patients, sales force, etc.) in French and English.• Adhere to high company standards for quality, accuracy, thoroughness, timeliness and consistency in customer care.

The role of a Level 1 Analyst in a clinical account at C3i is a direct link between the company and the customers located around the globe, looking for service. The function of the position is to help customers by providing information and guidance over the phone and via email.Main responsibilities:• Provide comprehensive technical support to pharmaceutical companies and life-science organizations personnel (doctors, nurses, patients, sales force, etc.) in French and English.

Bulgaria

Bulgaria

Master'S Degree, Internet Software Technologies, Master

Activities and Societies: Computer programming, Web Design, PL/SQL, Oracle DatabasesBasic degree in the field of computer science.

Bachelor, Public Relations, French Linguistics

Minor in French Linguistics, first two years major in Political Science and Mass Communications, taught in French language.

Web Fundamentals (Html/Css)

HTML and CSS introductory course.

Python Fundamentals, 5.04

A post-introductory course in Python programming language.