Valentin Dimov Angelov

• Lead all projects and activities in Global technology services.
• Actively collaborate with clients in order to define their business needs and achieve the financial goals of the division.
• Responsible for the business strategy of the division. Identify and implement new business solutions with regards to the optimization of the processes in the division.
• Assume full responsibility for the personal management in GTS including running a global appraisal (checklist), nomination of employees with high potential and other initiatives related to development of the employees in the division.
• Constantly identify and implement solution for improvement of the work process in my field of responsibility.

Key Responsibilities:

• Make sure team's day-to-day responsibilities are addressed and completed within timely manner.
• Identify individual strengths to develop and areas for improvement in order to maximize team efficiency.
• Deliver weekly, monthly and quarterly (WBR, MBR & QBR) results based on KPIs and SLAs per contract agreements with the customers.
• optimizing productivity, quality of work and efficiency of the team, processes and daily tasks.
• Customer and result focused and oriented attitude towards work. Encourage company best practices and attitude throughout the team along with global execution plan for developing the company in the market. Execute structured plans towards achieving a managed enhanced performance for the division/team.
• Growing the team and recruiting new candidates and fill out available positions with suitable applicants.

• Apart from the above-mentioned titles as a Team Lead, I was now responsible for the Technical side of interviews hiring newcomers for the team. Onboarding them within the team providing access to the LAB equipment for tests, documentation for studies, review the cases until they were fully comfortable with working in Service Requests and with Customers. Fully supported everyone decided to grow within the technology acquiring the CCNA/CCNP certificates. On a monthly basis kept in touch with the Backbone teams so we can clear out every bit of mishandling or mistakes that the team still (but rarely) did. Coordinated escalations towards them where we needed and worked through the closure of the SR with the Escalator team. Incorporated many keywords for the team providing training for them requesting such whenever was needed from the BBE teams and made sure every CSE was ready and prepared to handle them at a moment's notice. Assisted in carrying out the 2 years in our IBM Incubator for newcomer & recent finished the Sofia CX – Leadership Academy. Worked on creating a couple of Excel reporting tools for the team assisting with queue tracking as well as Round Robin tracking. Currently working on an automated platform that instead of manually inputting the SRs and turns of CSEs Assisted my Manager with tracking metrics as well as determining where we needed improvement, discussing ways we can improve them and how to mitigate/avoid them easier. Coordinated with other GDP teams during outages so that damage could be mitigated at a minimum. Also created cross team agreements for handling cases so that Customer can be retained quickly but assisted as soon as possible. Always aimed for perfecting and improving the overall working and environment.

• Network support specialist, accepting tickets and troubleshooting for Cisco Customers. Main responsibilities include (but not limited to) monitoring queue for new Service Requests, accepting on time, bases and troubleshooting issues both network and environmental/designated ones. Part of the Cisco TAC Wireless team and the escalation Engineer for the team as Tier II. My responsibilities are to keep the ones with accepting, maintaining and keeping detailed documentation for each Service Request as also handling escalations requests by the customers due to further technical knowledge base needed. Each Service Request needed a constant status update, task after task, therefore handling the case towards closure with a permanent solution/fix as quickly and effectively as possible. I am also responsible for creating, handling, maintaining in the monthly schedule for a team of 15 which further my responsibilities is the team Keeping track of each Engineer's training courses and if they were completed within timely bases as a Team Ambassador.

• Maintaining ISP networks. I used to work for an Internet and Cable (ISP) television company in my hometown. It was a network technician. My work was related to receiving and dealing with problems along the network. When a call is received first, I gather as much information about the problem/case as I can. If the current problem could not be handled through the phone, I have to go to the address, locate the problem and fix it. The internet network at that firm, used a Star Network Topology. This means that the network is built around optical points throughout the city with smart switches with SFP (small form-factor pluggable) transceivers. From there to the client runs an FTP (foiled twisted pair) cable. Around that point I started working with fusion splicing of optical fiber cables with optical cables directly to the client using G-PON device. Advanced understanding of computer networking TCP/IP routing, switching, firewalls. Throughout my job I have come across a lot of brands like – Cisco, ZyXEL, Linksys TP-Link, Avaya and many more so I have some experience working with them as well. 4 years work experience being on-site engineer and tackling issues hands-on.