Responsible for driving the digitalization of work processes at StrabagBulgaria and Romania.

Managing a service desk team of 25 members supporting the employeesof the company ZF Friedrichshafen AG from the start of the project inBulgaria.Supported systems- SAP, Windows 10, O365, special engineeringsoftware, user account issues (Active Directory).Successfully addressing various challenges faced by the team, includingboth technical and non-technical issues.Creating schedules aligned with business needs and workflows.Implementing processes and adjusting business strategies in responseto evolving business requirements.Active involvement in the recruitment process.Developing new training programs for existing staff, integrating insightsabout workflow and innovations at ZF Friedrichshafen AG.Achieving established Key Performance Indicators (KPIs) to ensureperformance goals are met.Compiling diverse reports and delivering team results to uppermanagement.Responsible for maintaining high work quality through effective casemanagement, discerning optimal solutions for specific problems, andadhering to appropriate troubleshooting procedures.Providing recommendations to the colleagues where areas ofimprovement exist.

Providing hardware and software support for HPE servers catering tobusiness customers in the DACH region.Addressing critical issues that pose a risk to customer's sensitiveinformation.Developing action plans utilized during repairs and onsite visits by HPEengineers, aimed at resolving server subsystem problems such asmemory and storage.Assisting customers in selecting and configuring diverse RAID setups toalign with their specific requirements.Offering specialized assistance to system and server administrators inunique scenarios and circumstances.Proficiency in analyzing various diagnostic files to identify existing andpotential future problems within the customer's configuration.Utilizing dedicated software to actively monitor the system health ofcustomer servers.

Responsible for delivering expert technical guidance to both enterpriseand end customers within the DACH region.Providing specialized technical consulting services encompassinghardware and software solutions across a wide range of Dell computingproducts, including Vostro, OptiPlex, Alienware, Latitude, XPS, andperipheral devices.Efficiently addressing and resolving customer issues and requirements inaccordance with established account procedures, ensuring timely caseclosure.Accurately documenting interactions with customers, covering allchannels, and maintaining a high standard of quality in recording.Dedicatedly fostering strong customer relationships and adeptlymanaging expectations at various levels of their organizationalhierarchy.Initiating issue escalations when problems exceed service boundaries orwhen resolution confirmation is uncertain.