Vasil Atanasov Email and Phone Number

• Manage the function’s day to day operation • Coordinate Projects by leading team goals, delegation of tasks and managing deadlines• Set clear team goals, delegate tasks and set deadlines • Motivate team members, monitor team performance and report on metrics • Listen to team members’ feedback and resolve any issues or conflicts • Recognize high performance and reward accomplishments, encourage creativity and risk-taking • Discover training needs and provide coaching • Provide governance and guidance for projects under function’s ownership • Ensure that project tasks are completed timely and communicate progress or issues • Create and maintain process documentation • Take overall responsibility for Incident management and Request fulfillment • Act as a further escalation point for unresolved or escalated calls • Ensure all calls are logged in the Service Desk ticketing system • Allocate more complex calls to the relevant IT Support member • Report metrics and KPIs • Coordinate with 3rd party vendors• Approve time sheets, vacations, compensations, prepare shift schedules

-Lead a team of Azure App Services Engineers to ensure exceptional customer service across technical service lines while supporting team development through training and coaching.-Act as the primary escalation point for operational issues and customer delivery management, ensuring accurate and timely communication to all stakeholders.-Attend regular operational and business review meetings and monitor KPIs to ensure proper business delivery.-Conduct thorough reviews of processes and workflows to identify areas for improvement and propose actionable plans to address gaps.-Regularly share updates and reports with management and take ownership of monitoring, coordinating, and managing all escalated cases.

- Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.- Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.- Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.- Mentor junior support engineers as needed or requested by management

Azure Advanced Technical Support- Providing client support via email and phone calls- Troubleshooting Virtual Machines and Storage- Guidance or Advisory for VMs and Storage- Configuration and setup management for VMs- Providing detailed Root Cause Analysis of Data Center outages and OS level corruption. - Encryption of VMs, virtual disks- VMSS- Migration of VM components- VM extensions and Guest Agent - VM performance- Azure Storage- Working via internal tools and ticketing systems- PowerShelll, CLI, Bash, Windows, Linux

Azure Technical Support- Providing client support via email and phone calls- Troubleshooting Virtual Machines and Storage- Guidance or Advisory for VMs and Storage- Configuration and setup management for VMs- Encryption of VMs, virtual disks- VMSS- Migration of VM components- VM extensions- VM performance- Azure Storage- Working via internal tools and ticketing systems- PowerShelll, CLI, Bash, Windows, Linux

Technical and clinical support- Providing client support via emails, phone calls, chat support- Providing comprehensive support to life-science organizations personnel (doctors, nurses, etc.) in English.- Technical support of various applications: INFORM (Oracle), Shared Investigator Platform, Exostar, ComplianceWire, NetSuite, VEEVA Vault and others- Ticketing system: Horizon 4.0, Remedy- Doing Quality Checks- Assisting colleagues with the work process

Technical and clinical support- Providing client support via phone calls and chat support- Diagnosing, troubleshooting and resolving software and hardware issues- Providing comprehensive support to life-science organizations personnel (doctors, nurses, sales reps, etc.) in English.- Technical support of various applications: Veeva CRM/Salesforce, MobileIron, SAP, Concur, Symantec VIP access, Coral, FirstDoc, MS Office products, Adobe products and other various commodity products - Account management: Active Directory, Okta admin, Veeva, Muse, Medidata CTMS, Impact CTMS , IAMS, Pedagogue Admin etc.- Ticketing system: ServiceNow- Hardware: Laptops, printers, peripherals, etc.