Dimitar Ivanov Email & Phone Number

Sofia, Sofia City, Bulgaria

Sofia, Bulgaria

- Providing second tier support for cloud-centricenvironments and infrastructure running mainlyon Linux Servers on the AWS public cloud,deployed via infrastructure-as-code tools such asTerraform.- Following strict procedures for Incident,Problem and Change management.- Optimizing processes and delivering high qualityexperience to customers.- SPOC for one of the company`s biggestcustomers.- Technologies used: AWS, Linux, Terraform, Git,CloudFormation, CodePipeline, EC2, ECS,CloudWatch, IAM, Lambda, RDS, Route53, S3,VPC and others.

Sofia, Bulgaria

- Second tier support, part of the UnifiedCommunications sub-team. Mainly focused ondaily operational support of Microsoft Skype forBusiness servers and Session Border Controllers(SBC) through Incident and ChangeManagement.- Support a Skype for Business environment ofaround 100 000 users.- Optimizing processes and delivering high qualityexperience to customers.- Technologies used: MS Windows Server2012/2016 (AD User, Group, Objectmanagement; Troubleshooting using EV, ADSI,PerfMon, NetMon, SCOM) / MS Exchange / MSSkype for Business Server 2015, 2019 /PowerShell / Sonus Media Gateways / UCSolutions - Cisco, Polycom, Avaya, HP.

Sofia, Bulgaria

- Initial point of contact for resolving customerraised network related service requests specificto Cisco equipment.- Collaborate with other team members on a dailybasis in order to achieve a satisfactory resolutionto customer issues.- Provide answers for general usage andoperation questions.- Provide problem determination / problem sourceidentification for known and published problems. Working within a fast paced environment whileachieving high levels of accuracy with theinformation provided by the customer.- Follow Support Center processes for effectivemanagement of assigned support incidents.- Member of the Server Virtualization Team: Providing Support for Cisco UnifiedComputing System (UCS).