Nadelin Georgiev
Sofia
Summary
Dynamic IT professional with 18+ years of experience in service delivery and operations management. Successfully managed various team of T technicians, providing guidance and support to ensure operational excellence.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Service Delivery Consultant
Cargill
08.2021 - Current
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)
IT Analyst, Global IT Infrastructure
Cargill
10.2015 - 07.2021
- 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
Senior Technical Support Specialist
GfK
09.2013 - 10.2015
- 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
IT Manager
UNWE
09.2011 - 09.2013
- 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
Senior Expert Administrator
UNWE
09.2009 - 09.2011
- Transferred to UNWE's IT department to support and troubleshoot Windows servers and workstations
Expert Administrator
UNWE
11.2006 - 09.2009
- Junior IT expert at the beginning of my career in the university's computer room and library
Education
Master's Degree - Financial management
University of national and world economy
10.2010 - 03.2012
Bachelor's Degree - History
Sofia University St. Kliment Ohridski
10.2005 - 03.2010
Skills
Team Management
Adaptability
Strategic Communication
Business Partnering
IT Service Management (ITSM & ITIL)
Datacenter Operations & Infrastructure (Wintel Servers)
Incident & Problem Management (BMC Remedy/Helix)
Disaster Recovery Planning (BCP/DRP)
Product Vision and Strategy
Data Analytics & Business Intelligence (Power BI)
Service delivery optimization
Certificates And Training
- 02/01/22, ITIL Foundation Certificate in IT Service Management, AXELOS Global Best Practice, https://www.peoplecert.org/for-corporations/certificate-verification-service
- 11/01/20, PRINCE2 6th Edition Foundation in Project Management, AXELOS Global Best Practice, https://www.peoplecert.org/for-corporations/certificate-verification-service
- 09/01/23, Personal Presence, Ariel Group, https://www.arielgroup.com/team/richard-richards/
Timeline
Service Delivery Consultant
Cargill
08.2021 - Current
IT Analyst, Global IT Infrastructure
Cargill
10.2015 - 07.2021
Senior Technical Support Specialist
GfK
09.2013 - 10.2015
IT Manager
UNWE
09.2011 - 09.2013
Master's Degree - Financial management
University of national and world economy
10.2010 - 03.2012
Senior Expert Administrator
UNWE
09.2009 - 09.2011
Expert Administrator
UNWE
11.2006 - 09.2009
Bachelor's Degree - History
Sofia University St. Kliment Ohridski
10.2005 - 03.2010