Lozan Bonjov
Sofia,22
Summary
Experienced IT professional with 10+ years in technical support, hardware troubleshooting, and networking. Skilled in managing escalations, improving customer satisfaction, and collaborating across teams. Experienced in using AI technologies to optimize processes and meet client needs effectively.
Overview
15
15
years of professional experience
1
1
Certification
Work History
MVS RTS SME L2
IBM
Sofia
02.2024 - Current
- Serve as Subject Matter Expert for Wintel multivendor servers, providing advanced hardware support for HPE, Dell, and Fujitsu systems
- Write detailed technical articles on hardware components, enhancing knowledge-sharing across teams
- Manage escalated cases, ensuring customer satisfaction while navigating complex situations effectively
- Collaborate daily with multiple teams to deliver high-quality service to clients, addressing their needs and concerns promptly
- Work on Watson AI chatbot to improve customer experience by developing simple, proactive instructions accessible to IBM teams and customers
- Provide hardware support for Storage Ready Nodes solutions, managing complex processes in partnership with Dell to ensure swift troubleshooting and customer satisfaction
MVS RMS L1
IBM
Sofia
12.2021 - 02.2024
- Provided comprehensive remote hardware technical support for Dell, HPE, and Fujitsu Wintel server systems
- Managed customer escalations effectively, ensuring SLAs were met and system service levels were restored
- Conducted in-depth troubleshooting processes to diagnose and resolve complex technical issues
- Implemented proactive measures to minimize downtime and optimize system performance
- Collaborated with cross-functional teams to address technical and process challenges, maintaining customer satisfaction
- Maintained detailed records of support activities and solutions for future reference
- Delivered high-quality technical support services, exceeding performance metrics and client expectations
Technical Support Engineer
Hewlett Packard Enterprise (HPE)
Sofia
02.2019 - 12.2021
- Conducted in-depth log analysis and troubleshooting for Storage, Tape, SAN, and Server systems, ensuring efficient issue resolution
- Collaborated with cross-functional teams to address complex technical challenges and deliver comprehensive solutions
- Managed escalations and maintained constant communication with clients via email, video conferencing, and phone to provide updates, gather requirements, and ensure customer satisfaction
- Documented investigation processes and findings to improve system performance and prevent recurring issues
- Delivered timely and effective technical support, contributing to improved system reliability and client trust
Small Business Owner
Self-employed
Sofia
06.2015 - 02.2019
- Provided comprehensive security clearance services for buildings or apartments, ensuring robust and reliable access control systems
- Designed, installed, and maintained security solutions, including webcams, electrical locks, magnetic locks, and drop bolts
- Customized and built entry doors and barriers for building entrances, enhancing security and accessibility
- Managed all aspects of the business, including procurement, organization, and sale of hardware and software components
- Provided installation and ongoing maintenance services to ensure optimal performance
- Delivered tailored security solutions to meet unique client requirements, combining technical expertise with a commitment to customer satisfaction
Splicer and Field Networking Engineer
Skynet Bulgaria Ltd
Sofia
01.2015 - 06.2015
- Built and maintained IPTV and networking infrastructure, including coaxial cabling management and optical cabling welding
- Set up services for new clients and provided onsite technical support to ensure the infrastructure met client expectations
- Consistently ensured high client satisfaction
Field Network Engineer
ComNet Ltd
Sofia
09.2014 - 01.2015
- Built and maintained networking and IP television infrastructures to meet client needs and ensure reliable performance
- Set up services for new clients and provided onsite technical support to existing clients
- Consistently ensured client satisfaction by delivering reliable and professional service
Field Network and Telecommunications Engineer
Multimedia BG Ltd
Sofia
06.2010 - 02.2013
- Prepared offers and identified potential new clients
- Communicated with clients daily to ensure satisfaction and address inquiries
- Set up and maintained networking systems, including optical devices, routers, and smart switches
- Planned and executed cabling management to support efficient operations
Education
High School Diploma -
4th Shift - Evening High School 'Father Paisiy
Sofia, BulgariaSkills
- Adaptability
- Multitasking Abilities
- Strong analytical skills
- Customer Relationship Management
- Training and mentoring
- Expertise in subject matter
- Research and development
- Performance metrics
Certification
- Multivendor Server - Remote Technical Support Foundation
- IBM Virtual Collaborator
- Security and Privacy by Design Foundations
- Multivendor Server - Remote Technical Support Experienced
- Think Like a Hacker
- Power Skills - Communication, Presentation, Collaboration, and Problem Solving
- IBM Growth Behaviors
- IBM Agile Explorer
- Cognitive Practitioner
- IBM Garage Essentials
- Enterprise Design Thinking Practitioner
- Azure Fundamentals Bootcamp
- Introduction to Intelligent Virtual Agents (IVAs) with IBM watsonx Assistant
- Agile for Everybody
- Project Management Skills
- Strategic Thinking Skills
- Positive Team Leadership
- Critical Thinking in 3 Weeks
- Power of Storytelling
- IBM watsonx Essentials
- Watsonx.governance Sales Foundation
- Watsonx Orchestrate Sales Foundation
Projects
Watson AI Chatbot Enhancement, Developed simple, proactive instructions to improve customer experience, accessible to IBM teams and customers. Storage Ready Nodes Solution Support, Provided advanced hardware support, ensuring swift troubleshooting and customer satisfaction in collaboration with Dell.
Volunteer Experience
Bulgarian Red Cross, Volunteer, 01/01/13, 12/01/14, Participated in the French project 'Samusocial,' assisting homeless individuals and asylum seekers., Provided primary support including accommodation, medical care, meals, and psychological assistance., Built humanitarian relationships and facilitated access to long-term support solutions.
Languages
- English, Full proficiency
- Bulgarian, Native
Accomplishments
- Client and Partner Success award - 2022
- Few time NPS Hero
Timeline
MVS RTS SME L2
IBM
02.2024 - Current
MVS RMS L1
IBM
12.2021 - 02.2024
Technical Support Engineer
Hewlett Packard Enterprise (HPE)
02.2019 - 12.2021
Small Business Owner
Self-employed
06.2015 - 02.2019
Splicer and Field Networking Engineer
Skynet Bulgaria Ltd
01.2015 - 06.2015
Field Network Engineer
ComNet Ltd
09.2014 - 01.2015
Field Network and Telecommunications Engineer
Multimedia BG Ltd
06.2010 - 02.2013
High School Diploma -
4th Shift - Evening High School 'Father Paisiy
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