Nikolay Tenev

Responsible for the end 2 end setup and management of the following 5 cells within the Digital Workplace segment of the bank:

*Service Delivery Management

* End User Support Services

* Special Support Services

* Field Services

* Dispatching

After actively supporting the Digital Transformation i took over the responsibility of a Business Owner of the Operational Shared Services segment.

- Leading the support services internalization (setting up inhouse support services end 2 end)
- setting up the End User Support and the advanced support services end to end

- managing multiple Product Owners, Scrum masters, Tech prod mngrs
- supporting multiple migrations such as internal Windows image, EXO, SPO, OneDrive, Intune, MS 365 and productivity apps etc.

- Actively participating and contributing in shaping and implementing the FMO of Commerzbank.

- Leading the Knowledge transfers from the external vendors and providers to the new internal teams.

- Actively contributing for the Commerzbank Digital transformation
- Hiring

- Onboarding

- People management and development

- Service delivery

• Ensures that all LOB processes are defined, documented, maintained, communicated and implemented

• Manage ‘real time’ performance of queues taking into account agent availability

• Responsible for day to day performance of agents with regard to productivity, SLA’s, customer satisfaction and efficiency

• Responsible for process adherence of all team members

• Ensure that all information supplied by the Customer/Client Media Markt/ Saturn is disseminated appropriately to the team

• Manage Availability and Utilisation of resources

• Follow-up on escalated issues from the client

• Follow-up with management in case of SLA misses

• Manage staffing levels and maintain headcount reports

• Adapt schedule for Sickness, Vacation and Training

• Manage development and performance of team members

• Performance reviews

• Forecasting

• Budgeting 

• Interviewing and hiring potential new team members

• Work with HR and other support service groups where required

• Hold team meetings

• Report to key performance measures

Managing the Azure Enterprise Agreement and Enrollment for Microsoft

customers and partners. Analysis of the global Azure enterprise service and

improvement of customer satisfaction, billing, operations and engineering

management.

• Managing a team of customer onboarding professionals

• Responsible for the day to day performance of the agents in regard of productivity, SLA’s, KPI's and customer satisfaction and efficiency

• Responsible for process adherence of all team members

• Follow-up on escalations from the SiteMinder clients

• Adapt schedule for Sickness, Vacation and Training

• hold team meetings as well as 1on1's

• Performance reviews

• Interview potential new team members

• Data and statistics reporting

• Process adherence

Team leader is responsible for the delivery of the Incident Management process

of the Support Team in accordance with the Customer contract. Team Leads are

expected to perform proactive analysis of performance data, and together with

the management define and implement procedures to improve service delivery

and quality.

• Management of the Microsoft Broad Commercial and Premier support teams for Exchange/ Outlook & SharePoint servers

• Ensures that all LOB processes are defined, documented, maintained, communicated and implemented

• Manage ‘real time’ performance of queues taking into account agent availability

• Responsible for day to day performance of agents with regard to productivity, SLA’s, customer satisfaction and efficiency

• Responsible for process adherence of all team members

• Ensure that all information supplied by the Customer/MicroSoft is disseminated appropriately to the team

• Manage Availability and Utilisation of resources

• Follow-up on escalated issues from the Microsoft client to the CNX management

• Follow-up with management in case of SLA misses

• Manage staffing levels and maintain headcount reports

• Adapt schedule for Sickness, Vacation and Training

• Manage development and performance of team members

• Performance reviews

• Interview potential new team members

• Work with HR and other support service groups where required

• Hold team meetings

• Report to key performance measures

• ITSM adherence

* Providing high level of professional and competent support and work as Sr. Platform Support Specialist Core Level 2- consultation, mentoring, training of newcomers

* reproducing customer's issues in virtual environments when applicable

* Extensive experience with Core, Performance, Backup, Remote Desktop

   Services, MS Cluster Services, Hyper-V, Active Directory, Networking,

   WSUS, Deployment Administering and troubleshooting:

  - Windows Server 2003, 2008/R2, 2012/R, 2016

  - Windows 7, 8/8.1, 10

* install and troubleshoot supported applications on all operating systems that run

   these products in order to assist Microsoft customers at all skill levels

* troubleshooting remotely and resolving business critical issues

* supervising a team of IT support agents

* assuring quality customer service

* leading the communication with the client

* monitoring team performance - SLAs, KPIs and other metrics

* providing training to new hires

* reporting daily, weekly and monthly statistics to OM

* creating and implementing improvement plans

* handling customer complaints

* Stock control and inventory

* Staff management

* Cash lodgements on daily/ weekly/ monthly basis

* managing a team of customer technical support agents

* assuring quality customer service

* leading the communication with the client

* monitoring team performance - SLAs, KPIs and other metrics

* providing training to new hires

* SW on-boarding and support on German and English speaking customers

* initial installation and deployment of company SW

* troubleshooting deployment and compatibility issues

* reporting daily, weekly and monthly statistics to Team Lead

* creating and implementing improvement plans

* handling customer complaints

* Managing the communication with the clients

* Presenting new vehicles