Desislav Ilev

Perform Incident management - troubleshooting and resolving incidents according to the agreed SLAs.

Perform Change management - Planning and Implementing changes.

Perform implementation of projects and coordination with other teams.

Propose Solutions related to my area of expertise to satisfy the business needs.

Perform installation of new devices, upgrades, new version, patches.

Maintain close customer contact during operative work.

Support supplier management for incident related communication.

Maintain and configure the company Firewalls, Routers, Switches, VPN gateways and proxy servers across all offices.

Cooperate with all company teams, as well as third party partners to ensure best practices are followed.

Mitigating found vulnerabilities in the production environment.

Maintain a security awareness across the company by preparing and running regular phishing campaigns and security assessments.

Participating in systems design to ensure implementation of appropriate technical security policies and technology across all layers.

Maintain and configure the companies Data Loss Protection platforms and proxy servers to ensure high level of security and minimize the risk of data leaks.

Evaluating new technologies for improving security and network performance.

Maintain and configure the company Firewalls, Routers, Switches, VPN gateways and proxy servers across all offices.

Cooperate with all company teams, as well as third party partners to ensure best practices are followed.

Mitigating found vulnerabilities in the production environment.

Maintain a security awareness across the company by preparing and running regular phishing campaigns and security assessments.

Participating in systems design to ensure implementation of appropriate technical security policies and technology across all layers.

Maintain and configure the companies Data Loss Protection platforms and proxy servers to ensure high level of security and minimize the risk of data leaks.

Evaluating new technologies for improving security and network performance.

Take ownership of incidents, investigate and update the incident with the progress. Prioritize the incidents based on the severity and the business impact. Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible.

Efficiently use the technical scripts, diagnostic tools and a known error database.

Involve and chase 3rd party providers for assistance in identifying a series of events.

Follow any customer specific communication preferences and procedures.

Implement customer requested changes and follow-up with the requester if there are any

discrepancies with the existing configuration.

Project Cisco TAC.

Communicate with customers, answer questions and manage customer situations and exception problems.

Initial point of contact for resolving customer raised hardware or software service requests.

Review diagnostic information to assist in isolating cause of problem.

Validate customer service entitlements.

Assume responsibility and ownership for all relevant customer queries.

Mentor newcomers and assist them during their training period.

Configuring and troubleshoot Cisco Routers, Switches, Firewalls and VPN using both command line and Cisco graphical interface.

Re-creating customer setups to troubleshoot and isolate the root cause of an issue in a lab environment.

Issuing and installing SSL certificates on Cisco Routers and Firewalls.

Acknowledging cases, assessing if correct troubleshooting steps were followed and performed.

Advising on correct actions to be taken when needed.

Monthly monitoring of agents, performing feedback and coaching sessions.

Producing performance documentation for each engineer on a monthly basis.

Handling customer complaints.

Attending and resolving customer issues related to their Broadband and Telephone services.

Follow-up with field engineers to ensure the job has been completed on time.

Keeping the customer up to date with the work progress.