Aleksandra Krasteva
Sofia,22
Summary
Dynamic Customer Service Operations and Incident Management Specialist with over a decade of experience in enterprise environments, including IBM, HP, and DXC. Expertise in leading high-severity incident resolution, enhancing ITIL-based processes, and effectively coordinating cross-functional international teams. Committed to process optimization and service stability, with a robust background in storage systems, cloud technologies, and infrastructure support.
Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Subject Matter Expert & Incident Manager
DXC Technology
Sofia, Bulgaria
11.2024 - Current
- Leading technical and process trainings
- Acting as escalation point between technical teams and clients
- Ensuring SLA adherence and clear stakeholder communication
- Identifying recurring issues and driving preventive improvements
- Leading incident calls and post-incident reviews
- Supporting and mentoring L1 engineers
- Analyzing customer satisfaction surveys
Remote Support Engineer
Sutherland Bulgaria
Sofia, Bulgaria
06.2020 - 05.2022
- Performance analysis
- Managing complex incidents and escalations
- Working directly with German-speaking clients
Technical Support Engineer
IBM Bulgaria
Sofia, Bulgaria
07.2016 - 06.2020
- Root cause analysis and issue resolution
- Collaboration with global technical teams
Technical Support Engineer
Hewlett-Packard
11.2015 - 05.2016
- Storage and network troubleshooting
- Incident analysis and action planning
Senior Agent
Hewlett-Packard
Switzerland
01.2013 - 11.2015
- Main contact point for Swiss management
- Handling escalations and high-priority incidents
- Resource coordination and scheduling
- Training and quality assessment of team members
Education
Bachelor's Degree - Management & Marketing
College of Management and Marketing
Sofia, BulgariaSkills
- ITIL Incident & Problem Management
- Major Incident Coordination (P1/P2)
- Service Operations & Process Improvement
- Cross-team coordination (global environments)
- Strong Analytical And Communication Skills
- Process-Oriented Mindset With Focus On Stability And Improvement
- Training and mentoring
Languages
Bulgarian - Native
English - Proficient
German - Proficient
Certification
ITIL Foundation
IBM Cloud Computing Fundamentals
Python Basics
Timeline
Subject Matter Expert & Incident Manager
DXC Technology
11.2024 - Current
Remote Support Engineer
Sutherland Bulgaria
06.2020 - 05.2022
Technical Support Engineer
IBM Bulgaria
07.2016 - 06.2020
Technical Support Engineer
Hewlett-Packard
11.2015 - 05.2016
Senior Agent
Hewlett-Packard
01.2013 - 11.2015
Bachelor's Degree - Management & Marketing
College of Management and Marketing