Program Manager Customer Service
Resume:
NIKOLAY
KALCHEV
*.*.*******@*****.***
LINKEDIN URL
OBJECTIVE
Pursuing the opportunity for applying my
ability to make an impact that would
result in higher value products and more
accessible services.
SKILLS
Strong passion for getting tasks done
with high quality of delivery and
within expected time frame. Ability
EXPERIENCE
TECHNICAL PROGRAM MANAGER
MINERVA NETWORKS INC
Telecommunication – San Jose California
11/20 - present
● Acts as the primary interface with customers, managing schedule, scope, resources, issues and priorities
● Acts as a primary interface to product management, engineering and product support
● Working with multiple projects, creating project plans, charters and work breakdown for complex products in partnership with the customer, engineering, product support and partners.
● Contributing to technical discussions in finding and defining software solutions
● Coordinating essential work, convergence dates and launch timelines. Developing checkpoints for progress and project reviews
● Writing Project Change Orders and Statements of Work TECHNICAL PROGRAM MANAGER
PARTYMUS FZCO
Technology – Dubai UAE
07/19 – 10/20
● Responsible for the product
● Responsible for the technical direction of the product development
● Responsible for creating and executing a strategic plan
● Responsible for the identifying and managing the necessary resources for putting plan into action
● Responsible for overseeing the entire process from start to finish to blend with the team and use
team’s potential for to achieve
targeted goals
TECHNOLOGY SKILLS
Sales Force, Jira, Trello, Zendesk,
Service Cloud, Smartsheets,
Confluence, Linux; Bash; PHP; Java
Script; HTML; XHTML; CSS; C;
C++; Oracle; SQL; Adobe
Photoshop; Web Design; GIMP;
Microsoft Office; AutoCAD;
Windows; Call Manager; Mac OSX;
Wire Shark; MIMIC; Putty; AWS
ITIL; QUERTY; Billing Systems;
TECHNICAL PROGRAM MANAGER
SEVONE INC
Network Management - Boston MA
01/16 – 06/19
● Responsible for the identifying and managing the necessary resources for putting plan into action
● Responsible for over 500 projects per year, schedule and delivery
● Responsible for process end to end
● Managing Upgrade Vehicle Product, Development, QA cycles, Delivery
TECHNICAL PROJECT MANAGER
SEVONE INC
Network Management - Newark DE
01/15 – 01/16
● Managing Projects for Professional Services
● Communicating to Higher Management
● Working with multiple projects, creating project plans, charters and work breakdown for complex products in partnership with the customer, engineering, product support and professional services.
● Contributing to technical discussions in finding and defining software solutions
● Writing Project Change Orders and Statements of Work TECHNICAL LEAD
SEVONE INC
Network Management - Newark DE
02/13 – 01/15
● Assisting the Team in resolving tickets and supporting our customers globally, serving as an escalation point
● Configuring and Supported Dell-Gentoo appliances and MySQL databases
● Writing bash scripts for internal and customer's needs
● Maintaining the knowledge base and documentation 2
TECHNICAL SUPPORT ENGINEER
SEVONE INC
Network Management - Newark DE
02/12 – 01/13
● Supporting customers’ appliances through variety of hardware and software issues on Dell – Gentoo appliances
● Helping customers dealing with and understanding network concepts and technologies through all the different networking layers
● Writing bash scripts and preparing documentation for automations
● Developing and maintaining company’s knowledge base
● Installing, maintaining, upgrading, testing and providing support daily for SevOne NMS
QUALITY ASSURANCE ENGINEER
SEVONE INC
Network Management - Newark DE
02/11 – 01/11
● Testing the product for bugs – analyzing graphs and tables with network monitoring data - Netflow Data, Bulkdata, Telephony Data etc.
● Responsible for bug queues
● Creating and supporting Virtual Machines using VM Sphere
● Writing MySQL queries, creating and operating the Databases
● Creating Shell Scripts and patches
RELEASE MANAGER
HEWLETT-PACKARD
Software Company – Sofia, Bulgaria
02/08 – 02/09
● Managing orders and delivery of new Windows and Unix servers for Ericsson.
● Managing effective workflow distribution.
● Managing the work process for server installation including hardware installation; networking; OS instalation; Alocating storage (SAN); DB; WEB servers; security checks.
● Managing the effective cooperation with global teams 3
● Owning schedule for maintenance of over 5000 servers TECHNICAL SUPPORT
APLUS.NET
Web Hosting – Sofia, Bulgaria
08/07 – 02/08
Providing highest standards of customer service in a timely manner through:
● Providing solutions and consulting customers over wide area of problems and questions
● Providing hardware and software telephone support and communicating with DC resources
SOFTWARE DEVELOPER
LIGHTSPEED RESEARCH
Online Research – Sofia, Bulgaria
05/06 – 08/07
● Developing using JavaScript, HTML, MySQL
● Unit testing, quality and functionality testing
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EDUCATION
B.S. / 2011
Goldey-Beacom College – Wilmington DE
GPA 3.4
Major in Computer Information Science
Focus in Relational Databases and Networking
B.S. / UNFINISHED 2006 - 2009
Technical University of Sofia, Bulgaria
Major in Telecommunication Engineering
B.S. / UNFINISHED 2003 - 2006
Technical University of Sofia, Bulgaria
Major in Mechanical Engineering
VOLUNTEER EXPERIENCE AND LEADERSHIP
KIYO MIZU KAI – AIKIDO DELAWARE AIKIKAI
06/2018 - Present
Maintaining IT environment for a non-profit organization, network, website, database.
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