Asen Donchev

Currently servicing as Head of Remote Technical Support for EMEA at IBM, focusing on operational efficiency and service excellence across multiple projects. This role involves overseeing the delivery of high quality services to clients, driving transformation, as well sa productivity and profitability improvements

• Managing 28+ million dollars Support as a Service contract, with revenue and profitability targets
• Leading a diverse team, across multiple countries, to ensure achieving of contractually committed targets.
• Continues monitoring performance metrics to drive improvements
• implementing service delivery transformation strategies that enhance productivity(including AI adoption)

• Managing a team of 50+ people that provide Contact Center services for IBM strategic partner and client
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed and maintained relationships with external vendors and suppliers.

• Managed a team of 30+ people that provides Contact Center services for IBM customers across the Globe, Germany, Austria and Switzerland, UK and Ireland as well as Australia and New Zealand
• Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
• Enhanced delivery capabilities with integration of cutting-edge technology and tools.
• Fielded customer questions and complaints and rectified issues.
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.

• Managed delivery team of 30 people that provides Security services for 40+ customers
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
• Conducted regular review meetings to assess project status and adjust plans accordingly, ensuring alignment with client expectations.

• Lead a team 25 individuals
• Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
• Improved client satisfaction with proactive communication and problem-solving techniques.
• Supported customers via telephone, email and at sites to handle escalations and product concerns.

• Responsible for building new team from scratch, onboarding and training people to deliver service for various customers
• Creating and maintaining technical documentation
• Manage all escalations

• System administrator, responsible for OS installations, software installations, setting batch jobs, backup solutions, PTF installations, Performance analysis, Capacity planning, as well as incident, change, problem and configuration management

• Responsible for resolving various issues, including but not limited to backup management, software upgrades and installations, capacity management as well as applying patches, change and incident management

• Receiving and troubleshooting all incidents and service calls
• Ongoing support