IPG Release Manager / Delivery Lead for customer / WAN Delivery Lead for customer

IPG Release Manager

Delivery Lead for customer / WAN Delivery Lead for customer

Delivery Lead for customer (03/2019 – 10/2019)

• Responsible for Sofia team performance
• LAN, loadbalancer, riverbed, WIFI
• incident, problem, change management

WAN Delivery Lead for customer (02/2018 - 02/2019)

• WAN devices for customer CELESIO
• WAN accelerators for customer CELESIO
• reporting of WAN devices and WAN accelerators; monthly basis
• incident and vendor management
• test new WAN connections
• coordinate change management

QA Delivery Lead for customer / Team Lead / Single point of contact (SPOC) for customer / Network support 2nd line / Network support 1st line

QA Delivery Lead for customer (09/2014 – 02/2018)

• configuration management database (CMDB)
• process owner - Incident Management, Change management, MTP/RFP (move/remove devices into DB)
• reporting for Delivery and customer
• contract management - maintenance support and SW updates
• audit

Team Lead (06/2015 – 01/2017)

Team consists 7 highly specialized technicians - 3 project managers - 1 change manager - 3 IPM technicians - I was responsible for resource management and attendance system. I was reporting to manager

Incident Manager for customer (02/2014 – 10/2014)

• driving the efficiency and effectiveness of the incident management process
• producing management information, including KPIs and reports
• monitoring the effectiveness of incident management and making recommendations for improvement
• developing and maintaining the incident management system
• driving, developing, managing and maintaining the major incident process and associated procedures
• reviewing and auditing the process
• ensuring that all IT teams follow the incident management process for every incident

Single point of contact (SPOC) for customer (11/2011 – 10/2014)

• responsible for knowledge base of customer and provide it to agents
• taking care of ticket queues and review them on regular basis
• looking after proper communication with customer and other teams
• manage teams to escalate in correct way
• escalate to higher levels of support and management in case of no progress in resolving issues, or in case of very high business impact
• Be in touch with customer; other teams, ADMs, DLs and be up to date what is going on in customer’s environment
• create trainings for all support teams focused on processes
• being a part of transformation (from CMO support model to HP FMO support model) of new business unit from support perspective for 2 years – single point of contact between customer and support teams, managing daily calls with customer and WAN provider, new process implementation for support teams and validation, escalation contact, etc.
• cooperating with customer NDM team – monthly meetings, cooperation due failed changes, etc.
• backup for Incident Manager (IM)

Network support 2nd line (06/ 2011 – 10/2011)

• investigating more difficult/complex issues from L1
• attending conference calls, RtOPs, etc
• implementing emergency changes

Network support 1st line (06/2010 – 05/2011)

• providing high level of technical support and customer service to end users to effectively resolve and/or escalate issues related to users' network connectivity and performance
• solving network connectivity (WAN/MPLS/LAN/WLAN/VPN) and remote access problems
• encompassing a wide range of hard and soft skills such as within the network equipment as well as the Linux/Unix systems and Windows/MS environment, servers and various remote applications
• providing timely and effective resolution within SLA and closure of tickets and proper resolutions after the incident has been resolved and/or the request has been achieved
• understanding and clarifying customer needs
• giving attention to detail and precision, solid work ethics concerning meeting deadlines and reliability