Nadelin Georgiev

Service operations manager for the infra hosting portfolio at Digital Technology & Data org. Primary contact for the key managed service providers (TCS and Cognizant) and business customers in 150+ EMEA locations.

• Owned and planned the annual hosting budget (~ $6M)
• Led cross-functional ops teams and aligned them with the global digital transformation strategy to ensure high customer satisfaction across EMEA
• Helped my manager transition & transform infra, apps teams into new Service assurance team
• Led regional IT crisis team
• Implemented effective risk mitigation strategies to minimize disruptions in regional IT resiliency team (~50% better compliance)
• KPIs evaluation for service delivery excellence in the hosting portfolio and adherence to standards (90% resolution)
• Major incidents at all-time lows (only 1 on record for '22-'24)

• Assisted EMEA infrastructure delivery team in making informed decisions through analytics
• Improved the quality of inventory data, enhanced vendor engagement, life cycle and contracts (ITSM practices & reports)
• Developed BI dashboards, created project tracking tools and analytics
• Initiated the PoC and later developed internal 'Tech Debt' tool/product for Cargill (with Jim McColl)
• Liaison between technical teams and business partners
• Telecom Expenses & Mobile devices in 10+ countries

• Second level support for the project's core products (Production tool, Tableau etc.) - identify, escalate, document bugs and incidents
• Incident Management and Ticketing systems (Jira, TFS, HPSM)
• Telecom Big Data Management policies
• Mobile apps and devices Deep Packet Inspection (DPI)
• App/product life cycle

• Led a team of 4 IT experts who supported ~1000 workstations and 20 servers
• Assigned and organized team objectives based on the resource availability
• Performed network and server operations of the university
• Utilized Domain Controller, Active Directory Domain Services, and ISA Server
• Accountable for MS Windows OS families environment, digital signatures, tokens, banking, and ERP systems

• Transferred to UNWE's IT department to support and troubleshoot Windows servers and workstations

• Junior IT expert at the beginning of my career in the university's computer room and library