Certification
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June, 2011
March, 2010
April, 2009
March, 2007
September, 2006
February, 2005
April, 2003
May, 2002
May, 2000
September, 1994
ITIL v3 Foundations
Project Management Software AG
Technical Communication Course for Technical writers, Sofia, Lucrat LTD
Core Java Programming Foundations at Sofia University, Faculty of Mathematics
C# and .NET Foundations at National Academy for Software Development, Sofia
Cisco Certified Network Associate (CCNA)
Skill Soft A+, US Department, Sofia
Business Communication, US Department, Sofia (RFC Frankfurt)
Project and Programme Management, US Department, Sofia (RFC Frankfurt)
University Master degree in English linguistics.
I am an ambitious, creative, and disciplined thinker, with a clear and concise vision of future objectives. Additionally, I am confident and persuasive enough to build early credibility with experienced colleagues. Following are my professional qualities
- Mufti-faceted and experienced IT project and service manager
- Able to learn rapidly and adopt new methodologies and technologies
- Understanding of key business processes and underlying data requirements
- Influencing situations through more creative thinking
- Flexible and able to adapt to the changing needs of the organization
- Effective problem solving ability
- Able to collaborate with others
- Able to communicate clearly and openly
- Good at encouraging people
- Consistently highly rated performer.
- Project Management
- Process Management
- IT Operations Management
- Service Management for LAN and WAN Technologies
- Service Management for DCO applications
- SLA performance analysis ans reporting for the management.
Skills
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- Experience in Project Oriented organizations, as well as in R&D and Professional Services structures
- Extensive experience with outsourced providers and external suppliers
- Experience in updating and improving project methodology and collateral.
- Extensive knowledge and experience in business domain analyses, project planning, and policy & processes development
- Excellent knowledge how to run the ITSM process for on-boarding services for the IT operations teams in the EMEA region
- Excellent knowledge of the planning and execution of major IT initiatives and implementations
- Experience with the process of project sign-off, and the release of the software documentation
- Excellent knowledge and experience how to administer, monitor, and manage the change management daily activities
- Extensive experience in assisting the Service Management team in process updates of L4 documentation
- Experience in the successful completion of 4 software projects throughout the whole development lifecycle as project lead reporting to management
- Excellent Knowledge and experience of Windows OS and Office Suite
- Experience with Windows Server 2000-2003 system administration
- Good knowledge of internet and intranet and related technologies
- Good knowledge and experience of server consolidation processes and procedures
- Extensive experience as a web hosting customer support
- Familiar with virtual infrastructures
- Familiar with clustering, load balancing and high availability solutions
- Understanding of storage related technologies
- Familiar with HTML, XML, CSS, and JavaScript
- Familiar with programming in Java and C#
- Good knowledge of Adobe Suite of products
- Very cross-culturally sensitive with a good ability to utilize a broad variety of communication techniques according to the cultural specifics.
- Leadership Able to make the team and client believe the project vision can be realized.
- Stress Management For teams to excel there needs to be a certain degree of healthy stress. Goals should neither be too easy, nor too hard to reach. Striking the right balance is key to keeping the team motivated and productive.
- Facilitation Being able to run workshops in which to gain clarity on the clients requirements. Facilitates virtual conferences and brainstorming sessions, and conducts analysis for identifying risks and opportunities.
- Coaching and Mentoring Coaching and mentoring team members can help build trust and authority.
- Conflict Management Conflicts can stem from various sources, such as from the team or the client. Ability to resolve conflicts is a key success factor while managing a team is of great importance.
Project Experience
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HP Global Delivery Center Bulgaria
ITIL Change, Configuration Manage, and Release Manager
HP Enterprise Services
February, 2011 present
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I am part of the EMEA 8-memeber team of change and configuration management for the Service portfolio.
The counterpart teams for APAC and AMER comprise the 30-member team for the ALU account at HP enterprise services.
The responsibilities of the team are reactive (mandatory daily change, configuration, and release duities), and proactive (on top of daily activities reactive duties).
- Perform daily administration of Request for Change (RFC)
- Ensure that the change is coordinated through its life cycle
- Monitor and manage change management tool queues
- Update change records
- Ensure the new changes are within process scope, properly described and categorized
- Ensure proper change planning and approval
- Contribute to agenda for Change Advisory Board (CAB) meetings
- Perform Post Implementation Review (PIR) and change closure along with correct closure code
- Identify changes affecting negatively SLA performance
- Isolate root cause and follow up with corrective action on improper process execution
- Identify and analyze process execution violations
- Agree remediation actions with delivery personnel and track to closure
- Analyze incidents, problems, SLO breaches caused by changes
- Determine remediation actions and follow-up on these
- Escalate issues to direct manager as necessary
- Propose improvements for daily operational practices and process design
- Identify and propose candidates for routine change catalogue
- Establish close relationship with delivery leads and technical staff
- Identify from daily work with delivery staff the process areas that require clarification
- Contribute to account process documentation creation/update
- Provide process training (on demand and per domain of specialization)
- Ensure complete and accurate information of IT assets is stored in CMDB
- Responsible for the manual synchronization between Asset Center and Redfish 2
- On-boarding for new services
- Creating and maintaining document repositories
- Developing the guidelines for the change approval matrix.
- Champion trainer for the new process for change management, providing training on change management tools, methods and processes, and champion trainer for the new configuration tools
- Recommend changes to improve the process and to alleviate process inaccuracy and duplication
- Working on problems/projects of diverse complexity and scope
- Act as a local project leader and focal point of contact for the Transformation projects for network, providing direction to activities and facilitating the information validation and decision-making process
- Providing general project support including meetings and minutes
- Creating and maintaining project schedules, preparing status reporting, providing milestone updates, and providing risk and issue management
- Maintaining the Internal SharePoint (updating events, key messages, and training documentation).
- Organizing and maintaining regular reviews of service performance against SLAs assisting in quality control
- Fostering effective relationships with Onsite support staff to gather feedback and understand client requirements
- Initiating and progressing actions in support of continuous improvement projects
- Performing data quality management, data cleaning and discrepancy reporting for the Client Services area to facilitate the production and distribution of customer and internal HP Reports
- Analyzing and understanding "the story behind the numbers". In particular the identification of key metrics, trends, patterns and suggestions for improvements that influence the successful achievement of SLA objectives
- Taking care of the accurate documentation of KPI measurement.
R&D Project Leader
Business Software line start-up in Software AG-Bulgaria
February, 2007 February, 2011
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I was part of the establishing of the working processes and procedures for the Bulgarian location, and was responsible for the project activities and daily planning and communication for 4 major software projects.
My project leaders role was a coordinators role under a Project Manager in the Headquarters, and did not involve budjet planning.
The coordination of the project work involved the daily activities and status reports of the local development teams and QA teams, as well as the local 3-member documentation team, for which i was responsible for hiring, organizing, and training.
- Definition of the project, and preparation of the project documentation
- Effort estimation for the weekly bug-fixing, and documentation under Agile methodology
- Writing the Master Plan and the Feature Plans for software release documentation
- Project sign-off and weekly status reports
- Project status reporting and escalation
- Software usability testing.
General Services specialist
Property Management Department
October, 1998 February, 2007
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I was responsible for providing support to the local department offices. The Head Office was divided into several departments, including Property and Facilities Maintenance, Rrocurement, shipping, and Financial Officee.
I also managed the handling of procurement requests coming from Account teams, delivery Managers and end customers (received by mail or pulled from dedicated tools)
- Placement of Purchase Orders on internal divisions
- Sourcing of products/support within existing supplier base
- Expediting deliveries & coordinating deliveries
- Providing delivery information to requester (by mail or by updating dedicated tools)
- Handling reverse logistics issues (wrong shipments, returns)
- Producing and providing standard and ad-hoc reports on open orders and shipped orders
- Handling invoice mismatches
- Ensuring orders are processed /managed in line with internal Policies & Procedures
- Creating/updating/maintaining detailed work instructions and order flows per deal
- Ongoing Management/updating deal specific catalogues for the account.
Employer:
HP Global Delivery Center Bulgaria
Job Title:
ITIL Change, Configuration Manage, and Release Manager
Start Month/Year:
02/2010
End Month/Year:
Current
City:
Sofiya
Country:
Bulgaria
Description:
- Perform daily administration of Request for Change (RFC)
- Ensure that the change is coordinated through its life cycle
- Monitor and manage change management tool queues
- Update change records
- Ensure the new changes are within process scope, properly described and categorized
- Ensure proper change planning and approval
- Contribute to agenda for Change Advisory Board (CAB) meetings
- Perform Post Implementation Review (PIR) and change closure along with correct closure code
- Identify changes affecting negatively SLA performance
- Isolate root cause and follow up with corrective action on improper process execution
- Identify and analyze process execution violations
- Agree remediation actions with delivery personnel and track to closure
- Analyze incidents, problems, SLO breaches caused by changes
- Determine remediation actions and follow-up on these
- Escalate issues to direct manager as necessary
- Propose improvements for daily operational practices and process design
- Identify and propose candidates for routine change catalogue
- Establish close relationship with delivery leads and technical staff
- Identify from daily work with delivery staff the process areas that require clarification
- Contribute to account process documentation creation/update
- Provide process training (on demand and per domain of specialization)
- Ensure complete and accurate information of IT assets is stored in CMDB
- Responsible for the manual synchronization between Asset Center and Redfish 2
- On-boarding for new services
- Creating and maintaining document repositories
- Developing the guidelines for the change approval matrix.
- Champion trainer for the new process for change management, providing training on change management tools, methods and processes, and champion trainer for the new configuration tools
- Recommend changes to improve the process and to alleviate process inaccuracy and duplication
- Working on problems/projects of diverse complexity and scope
- Act as a local project leader and focal point of contact for the Transformation projects for network, providing direction to activities and facilitating the information validation and decision-making process
- Providing general project support including meetings and minutes
- Creating and maintaining project schedules, preparing status reporting, providing milestone updates, and providing risk and issue management
- Maintaining the Internal SharePoint (updating events, key messages, and training documentation).
- Organizing and maintaining regular reviews of service performance against SLAs assisting in quality control
- Fostering effective relationships with Onsite support staff to gather feedback and understand client requirements
- Initiating and progressing actions in support of continuous improvement projects
- Performing data quality management, data cleaning and discrepancy reporting for the Client Services area to facilitate the production and distribution of customer and internal HP Reports
- Analyzing and understanding "the story behind the numbers". In particular the identification of key metrics, trends, patterns and suggestions for improvements that influence the successful achievement of SLA objectives
- Taking care of the accurate documentation of KPI measurement.
