Sasho Zdravkov
Prague
Summary
Over 6 years experience in areas like communication, sales, customer care and service delivery. Recieved additional tasks as proactive approach to improve in current positions. Handling statistical data and observing closely the level agreement policies. Being part of service delivery processes and understanding the importance of multitasking and timely manner resolutions in cross cultural environments. Interested in professional growth and practise in the framework of management and consultation, where determination can by applied as a skill.
Overview
9
9
years of professional experience
Work History
Configuration Management Specialist
MSD
04.2023 - Current
- Optimized processes for identifying, categorizing, reviewing, approving changes in accordance with industry best practices.
- Identified opportunities for process improvements, leading to increased accuracy.
- Providing clear guidance on procedures and responsibilities.
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
- Stay updated with the latest ServiceNow features, best practices, and industry trends.
- Running Discovery scans to register infrastructure in to CMDB.
- Updating CI details and Managing Relationships between Infrastructure and Application Services.
- Basic asset management like Model id and manufacturer creation.
GHD Professional
McKinsey & Company
07.2020 - Current
- Troubleshoot issues with Mac and Windows OS, standard IT applications (e.g. Outlook), network connectivity, mobile technologies, hardware issues related to laptops and mobile phones
- Achieved service time and quality targets.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Comply with set KPIs
- Perform Configuration Management activities relating to identification, control, and tracking of designated systems and/or equipment in SNOW
- Managed complaints with calm, clear communication and problem-solving.
Data Entry Specialist
MSC Mediterranean Shipping Company
08.2018 - 06.2020
- Organised files, faxed reports and scanned documents into document management system.
- Compiling, verifying accuracy and sorting information to prepare source data for computer entry
- Reviewing data for deficiencies or errors, correcting any incompatibilities and checking output
- Apply data program techniques and procedures
- Respond to queries for information and access relevant files
- Plan, manage and control the Configuration Management Database (CMDB) to ensure the accuracy of configuration data and proper reporting and status accounting
- Work with various stakeholders and CI data owners to ensure the quality of the CMDB data is maintained and all Configuration Items are up to date in ServiceNow
Customer Support Specialist
Xerox
04.2015 - 06.2018
- Built rapport with customers through courteous and professional communications.
- Input customer information, call notes and personal data onto internal database.
- Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
- Collaborate with Product, Sales, and Operations teams to improve customer experience
Education
Higher National Diploma - english
bulgarian highschool dr.petar beron
prague2010
Skills
- Professional customer liaison
- Professional written communication abilities
- Quick learner
- Team player
- Customer-focused
- Time management
- Problem-solving oriented
Languages
English
Advanced
C1
Czech
Advanced
C1
Bulgarian
Bilingual or Proficient (C2)
Timeline
Configuration Management Specialist
MSD
04.2023 - Current
GHD Professional
McKinsey & Company
07.2020 - Current
Data Entry Specialist
MSC Mediterranean Shipping Company
08.2018 - 06.2020
Customer Support Specialist
Xerox
04.2015 - 06.2018
Higher National Diploma - english
bulgarian highschool dr.petar beron
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