Professional in IT Service Operations Management and ITIL Methodology, with a background in project/process management and operational control. Experienced in implementation, process management and user acceptance testing of all ITSM modules. Knowledgeable and experienced team player, demonstrated ability in learning new concepts, technologies, processes, and methods, quickly.
09.2018 Scrum Fundamentals Certified
VMEdu, AZ, USA
04.2017 Service Now Certified Administrator
Service Now Education Services Department, USA
04.2015 ISTQB Foundation Training
03.2013 ITIL Foundation v3
ITSM Software: HP Service Manager, Service Now, BMC (Remedy)
IT Assets Database: Asset Manager, CMDB, CMDB+, uCMDB, Enterprise Service Library (ESL)
IT Quality Systems: QMS, ISO9001:2015, ISO2000
Software Testing: Functional, Regression, End-to-End and Acceptance Testing, Test Strategy, Schedules,
Scripts/Scenarios, Defect Logs, GAMP 5.
Microsoft office (including Visio and MS Project)
02.2018-present Process Engineer- DaaS HP, Soitron LTD, Sofia, Bulgaria.
Responsible to define, document and improve the processes used to deliver DaaS deals for Global customers;
Organizes and maintains all project related documentation as prescribed and required by the HP standards and policies and as agreed by the contract with all participants;
Manage and coordinate testing for all Enterprise Service Management processes, tools and data within the migration. Own responsibility to deliver on project tasks;
Lead work streams as part of a Transition project, continual improvement or for the support of the development of services. Train on deal operational and tool/system specific process.Communicate frequently on deliverables, timelines, dependencies, risks and progress;
Leadership in the process design, including leading regular work stream meetings with key contributors and alignment with stakeholders where topics reviewed, decisions made, action items and next steps are documented;
Define appropriate metrics and KPI to measure processes fit-for-purpose, SLA compliance and efficiency;
04.2012-02.2018 Process Migration Capability Lead / Business Analyst- IT SMART Program HPE, Soitron LTD, Sofia,
Process Subject Matter Expert (SME) related to Migration of 80 plus clients from legacy EDS Service Delivery Architecture (SDA) to HP Standard Reference Architecture (SRA) to ensure like for like Process on boarding onto SRA Platform;
Oversaw Process portion of Migration Plan for each migrating account, verify processed deliverables are completed and on time;
Conducted process kick off meetings and process review/workshops to develop new processes to address any gaps in tool functionality for the migrated accounts (including case exchange and swivel desk activities)
Created process documents (INCM, CHGM, PRBM and CFGM) to reflect HPSM and ServiceNow functionality.
Performed quality checks of the LDSS to ensure it reflects the proper tool functionality and all assessment groups responsible for the smooth running of the process are presented in the LDSS file.
Analyzed Change Records for completeness and accuracy
Created and manage new account Change and Configuration Management Plans
Develop, lead and facilitated process and tool demo training sessions for Incident, Problem and Change Management to enable proper handover to HPE Delivery Organizations.
Validation of the test scenarios and act as SPOC for all process defects during UAT. Thorough
understanding of reporting, process flows, R&R and process KPIs.
Developed, leaded and facilitated process and tool demo training sessions for Incident, Problem and Change Management to enable proper handover to the Delivery Organizations. Created and executed project work plans;
Projects where my Process activities were successfully delivered: Renault, Robeco, Sanquin, Fortum, Uralita, France Telecom, Telford, Posten, Metso, Shell, Smith & Nephew, NSI, Accor, Flemish Government, Ahold, Post Office Card Account UK, Virgin Atlantic Airways, Continental Airlines, All Financial, Rolls-Royce, Nissan North America, Blue Shield of California, Blue Cross Blue Shield of Arizona, BES.
04.2010 - 04.2012 Client Assurance/User Acceptance Testing Lead -HP, Soitron LTD, Sofia,
Managed, coordinated and organized the User Acceptance Testing (UAT) activities, for all Enterprise Service Management processes (Incident, Problem and Change, Service Request), tools and data;
Worked with the Project Manager to ensure the test scope is well understood and stakeholders are identified;
Stakeholder management - engaged testers who represent the different HP delivery units / client / vendor;
Prepared and communicated the testing strategy. Create detailed test planning material (who tests what, when) and prepared scenarios for testers;
Ensured all entrance and exit criteria is fulfilled i.e. script and scenarios are completed;
Set up kick off meeting prior to testing start to ensure the overall testing strategy is understood by everyone (testers, stakeholders). Create kick-off presentation and give presentation;
Defect management – collected defect logs from UAT testers; analyzed, assigned, and followed up on defects raised during testing on a daily basis. Ensured all high severity defects closure prior to go live;
Initiated corrective or controlling actions when needed, escalated to the appropriate parties any issues or concerns, owned responsibility to deliver on project tasks on time;
Set up and facilitated sign-off meeting at the end of testing. Created and send out sign-off documentation.
07.2009 -12.2009 Validation Engineer - Quality Department-Baxter Healthcare, St. Petersburg, Florida
Development and Execution of Validation Program Deliverables: Validation Summary Reports, User Requirements Specifications, System Design & Functional Specification for Home Choice Automated Peritoneal Dialysis (APD) systems.
09.2005 - 07.2009 Manufacturing/Quality Engineer - ConMed Corporation, Linvatec, St. Petersburg, Florida,
Engineering support of manufacturing, quality and packaging engineering departments
within FDA regulated medical industry;
Supported R&D, created bill of material structure (BOM), and release assembly drawings, and related
Conducted process monitoring of manufacturing process using Measurement System Analysis (MSA);
Tested, validated and supported process improvements for sterile medical packaging equipment.
06.2000 - 07.2005 Process Engineer / ECO Coordinator, L-3 Communication-Security & Detection
Systems, St. Petersburg, Florida
Revised and corrected the assembly procedures by issuing ECO’s documentation;
Supported Manufacturing Engineering and Operations to transitions of the new products;
Verified drawings, BOM (Bill of Materials) and Processes for new product introduction.
06.1998 - 01.2000 Research Engineer, University of Mechanical and Electrical Engineering,
Research and determinization of the optimal materials for machining Polymers;
Research on adding of the Polymers in the tropical climate.
06.1982 - 08.1987 Technical University, Sofia Bulgaria
Master of Engineering