Summary
Overview
Work History
Education
Skills
Software
Certification
Interests
Fitness; Hiking; Bike riding;Reading; Learning
Timeline
Generic

Stiliyan Stoev

Data Center Monitoring Engineer
Sofia,22

Summary

Dynamic Data Center Monitoring Engineer with a proven track record at HPE Global E Business Operations, excelling in incident management and system performance analysis. Achieved significant reductions in downtime through proactive monitoring and effective problem resolution. Strong communicator and collaborator, dedicated to enhancing operational efficiency and team productivity.

Overview

23
23
years of professional experience
1
1
Certification
4
4
Languages

Work History

Data Center Monitoring Engineer

HPE Global E Business Operations
08.2021 - Current
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Reduced downtime incidents for critical applications through proactive monitoring and timely issue resolution.
  • Developed custom monitoring scripts for unique system requirements, ensuring all essential components were accurately tracked.
  • Implemented new network monitoring technologies after thorough research and evaluation, boosting overall system reliability.
  • Participated in regular training sessions to stay current on industry best practices and emerging tools, ensuring continuous improvement of monitoring capabilities.
  • Maintained up-to-date documentation on network infrastructure, facilitating easier troubleshooting during incidents.
  • Streamlined communication between IT teams by creating comprehensive incident reports, leading to faster problemsolving.
  • Collaborated with cross-functional teams to identify root causes of network issues, resulting in more targeted solutions.
  • Spearheaded the development of an internal knowledge base for troubleshooting common issues faced by Monitoring Engineers, streamlining technical support processes among peers.
  • Provided round-the-clock support for high-priority incidents, ensuring minimal disruption to business operations.
  • Established robust alerting mechanisms using customizable thresholds, allowing quick response to emerging issues before they escalate into critical problems.
  • Collaborated with other departments to facilitate successful project completion.
  • Created detailed reports on engineering activities and findings.

Quality Assurance Analyst

Barca Opportunities
12.2020 - 08.2021
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Reported progress, test metrics and results to project stakeholders.

Logistics Service Representative

OnProcess Technology Inc.
10.2019 - 07.2020
  • Improved supply chain efficiency by implementing cost-effective logistics solutions.
  • Enhanced delivery accuracy through careful review of shipment documentation prior to dispatching orders.
  • Implemented modern warehouse management systems to improve tracking of inventory movements and enhance data accuracy.
  • Assessed carrier performance regularly and provided feedback to ensure consistent service levels were maintained for all customers.
  • Developed and executed contingency plans for potential disruptions in the supply chain, maintaining seamless operations during unforeseen events.
  • Analyzed performance metrics to identify areas for improvement within the logistics operations, implementing targeted strategies for optimization.
  • Ensured compliance with industry regulations and company policies, maintaining a safe work environment for all team members involved in logistics operations.
  • Optimized transportation routes with strategic planning, resulting in reduced delivery times and fuel costs.
  • Established strong relationships with vendors and suppliers, ensuring timely deliveries and quality products at competitive prices.

Sales Agent

Telus International
06.2018 - 09.2019
  • Assisted call-in customers with questions and orders.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
  • Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
  • Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
  • Explained features and advantages of handpicked flights and hotels or services to promote sales.
  • Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
  • Selected correct products based on customer needs, product specifications and applicable regulations.

Customer Support Representative For VF Account

Concentrix
09.2017 - 05.2018
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
  • Exceeded performance metrics by consistently providing high-quality support to clients.
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
  • Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Resolved technical issues for customers with clear explanations and step-by-step guidance.
  • Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
  • Collaborated with team members to identify areas of improvement in customer service protocols.

Technical Support Engineer HP Data Protector

Tek Experts
01.2015 - 08.2017
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Performed root cause analysis of reported issues to enact corrections.
  • Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Consistently met or exceeded performance metrics, contributing to overall team success.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Tailored support solutions to diverse client environments, ensuring compatibility and minimal disruption to business operations.

Technical Support Analyst German And English

Adecco for HP EON Team
03.2013 - 01.2015
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Analyzed massive quantities of deep-dive information for Big Data projects.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Decreased response times with efficient ticket management and prioritization of urgent issues.
  • Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
  • Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.

Team Leader Manager

Elco Star Comunications
03.2007 - 03.2013
  • Led employee relations through effective communication, coaching, training, and development.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Spearheaded process improvements that led to significant time savings while maintaining quality standards throughout the department''s functions.
  • Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.

Deputy Office Manager

Elco Star Com
10.2002 - 06.2007
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.

Education

Bachelor of Science - German Filology And Sociology

Sofia University "St. Kliment Ohridsky"
Sofia
04.2001 -

Skills

Customer support

Incident management

Performance testing

System performance analysis

ITIL framework

SLA management

Teamwork and collaboration

Computer skills

Customer service

Problem-solving

Time management

Problem-solving abilities

Multitasking Abilities

Problem resolution

Time management abilities

Verbal and written communication

Critical thinking

Effective communication

Software

MS Windows

MS Office

Linux

Unix

MAC OS

Android

Certification

ITIL

Interests

I have interests in History, Technology, Sports, Geography, Arts and Culture

Fitness; Hiking; Bike riding;Reading; Learning

I am passionate, motivated person and willing to take new challenges.

Timeline

Data Center Monitoring Engineer

HPE Global E Business Operations
08.2021 - Current

Quality Assurance Analyst

Barca Opportunities
12.2020 - 08.2021

Logistics Service Representative

OnProcess Technology Inc.
10.2019 - 07.2020

Sales Agent

Telus International
06.2018 - 09.2019

Customer Support Representative For VF Account

Concentrix
09.2017 - 05.2018

Technical Support Engineer HP Data Protector

Tek Experts
01.2015 - 08.2017

Technical Support Analyst German And English

Adecco for HP EON Team
03.2013 - 01.2015

Team Leader Manager

Elco Star Comunications
03.2007 - 03.2013

Deputy Office Manager

Elco Star Com
10.2002 - 06.2007

Bachelor of Science - German Filology And Sociology

Sofia University "St. Kliment Ohridsky"
04.2001 -

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Stiliyan StoevData Center Monitoring Engineer