- Supports one or more HPE GSD aligned processes and process related projects to achieve business, compliance, efficiency and quality related goals- Applies subject-matter expertise and analytical skills to evaluate process change impacts from operational perspective - Directly communicates with process owners/stakeholders regarding related tasks and operational updates- Efficiently uses all related tools to enhance performance according to the set parameters - Acts as subject matter expert for the related processes for both internal and external contacts - Ensures that processes are followed and planned tasks are done on time - Proposes and executes corrective/preventive actions aiming process improvement- Designs and automates statistics and reports as per process requirements and customer needs- Communicates with external HPE customers and vendors- Responsible for respective documentation and data management- Handles administrative tasks related to daily process support and overall process functionality- Ensure match of HPE end customer contract and Network Multivendor Back-up contract.- Organize the customer's specific support requirements.- Translate the support requirements into the “language” of the contacts in the organizations documentation management.- Check correctness and completeness of received information.- Distribute the support requirements to identified contacts within each of the support delivery.- Monitor, analysis and trigger contract amendments.

Main Responsibilities:▪ provide assistance on complicated issues with System Center Suite (on premise) products▪ install and troubleshoot supported applications on all operating systems that run these products in order to assist Microsoft customers at all skill levels▪ troubleshooting remotely and resolving business critical issues - using troubleshooting tools and gathering issue's specific logs, analyzing it in order to find out the cause of the problem▪ reproducing customer's issues, build and administer LAB environment using Microsoft Hyper-VTechnologies:▪ Operating Systems: - Windows Server 2012R2, Windows Server 2016, Windows Server 2019- Windows 7, Windows 10▪ Windows Server Roles:- Remote Access Role, Routing and Remote Access, NAT (Network Address Translation)- ADDS (Active Directory Domain Services)- DNS (Domain name Services)- Group Policy Management- CA (Certification authority) & PKI Certificates- DHCP - IPv4 & IPv6 scopes- IIS (Internet Information Services)- WDS (Windows Deployment Services)- WSUS (Windows Server Update Services)▪ System Center Suite (on prem):- SCCM (System Center Configuration Manager) Current branch- DPM (Data Protection Manager) 2016, 1801, 1807 & 2019- SCOM (System Center Operations Manager) 2016, 1801, 1807 & 2019- SCSM (System Center Service Manager) 2016, 1801, 1807 & 2019▪ MS SQL Server- Microsoft SQL Server 2016 Database Engine installation and configuration- Microsoft SQL Server Management Studio- Microsoft SQL 2016 Profiler- Microsoft SQL Server 2016 Reporting Services

My main responsibilities and activities:• Avoid internal escalations due to procedural inaccuracies• Review, correct and process tickets created by the Level 1 agents• Solving complex issues, that require higher technical expertise and in-depth knowledge (Windows Registry Editor - add, modify, or delete registry keys)• Resolving escalated tickets with high priority• Software deployment and installation (Configuration Manager). SCCM troubleshooting• Account provisioning / Identity management (Create, modify or delete users’ access based on approved process – UNIX accounts, Active Directory Administrative Groups and Accounts, ERP accounts, Shared Files and Folders permissions)Added responsibilities to my main ones: - As back up Coach – substitute whenever team’s official coaches are unavailable; help agents with daily tasks; train newcomers for the account, etc.; - As back up ILC – proceeding outgoing escalations and registering incoming such; re-distributing ticket volume within the Service desk, etc.; reporting functions and accepting IMPACT related communication;

My main responsibilities and activities:- Avoid internal escalations due to procedural inaccuracies;- Review, correct and proceed tickets created by the Service desk agents;- Solving complex issues which require higher technical expertiseAdded responsibilities to my main ones: - As back up Coach – substitute whenever team’s official coaches are unavailable; help agents with daily tasks; train newcomers for the account, etc.; - As back up ILC – proceeding outgoing escalations and registering incoming such; re-distributing ticket volume within the Service desk, etc.; reporting functions and accepting IMPACT related communication;- As back up TL – preparing time sheets; distributing food vouchers, assisting with personal tasks, revising communication, etc.;

My main activities and responsibilities:- Receiving and resolving initial contacts regarding software and hardware technical support. - Ability to strictly follow procedures and maintain corporative communication.- As Back-up coach – assisting newly appointed agents in their work; substituting the official team coaches in training and refreshment of knowledge.

Social research, Statistical data analysis, Desk research, Article writing, Assistant in administration work and public event organization.