Polina Dimitrova

Experience

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  Adecco

  Oct 2013 - Sept 2014

  Case exchange support

  I started my career journey at Adecco Bulgaria as a recruitment intern. I was involved in the entire recruitment process from pre-screening of applicants to conducting job interviews with potential candidates. I was offered a full-time position a few months later at one of Adecco's largest customers at the time. The role involved low level of technical support based on ITIL framework: assuring SLAs of requests are kept, managing notifications in a team mailbox, creation and replication of mainly hardware orders between two workflow systems. Show less

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  HP

  Mar 2014 - Sept 2016

  Exchange Technical Support Engineer

  I took the opportunity to start as a technical support engineer within the same organization. Started as a first line agent, and was later promoted to next level. Supported technologies unclude:MS Windows 2003/2008 Active Directory MS Exchange Server 2007/2010/2013 and Lync 2013/Skype for Business Incident/Change Management according to the ITIL/ITSM processes (24x7 support)

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  Interoute

  Oct 2016 - Oct 2017

  Unified Communications Engineer

  I was part of a Team providing shared support to ~50 customers, communicating directly with the client. Responsibilities covered Incident, Change, Configuration and Problem management within the supported techonolies. Supported solutions: Lync 2013 and Skype for business Standard and Enterprise edition,Exchange 2013,Clarity Connect (contact center solution)On Call duties including support outside of office hours in case of a service degradation/scheduled activitiesCreating audit documentation to track software versions of each of the supported environmentsCreating procedures for various tasks performed by First line support. Show less

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  DXC Technology

  Oct 2017 - Jun 2019

  Windows Server Support Engineer

  Supported technologies: Windows Server 2003/2008/2012/2016, Distributed File SystemPart of a 24X7 team, with focus on Monitoring-generated incidents, implementation of approved Change requests, Release to Production checks, hardware replacements, first point of contact for Application owners due to customer's security requirements.Close collaboration with Network, Storage and VMWare teams as part of a dedicated bridge for a large customer.

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  Modis Deutschland

  Feb 2020 - Aug 2021

  Multi-technology support engineer

  Responsible for detailed gap analysis and remediation efforts for the client's enterprise management and security suites. In this capacity, I provided engineering level support, automation, and security auditing of the supported technologies and their impact to 17000 Endpoints. Supported technologies: IBM/HCL BigFix, BigFix Remote Control, BigFix Lifecycle, BigFix WebUI, BigFix Relevance, BigFix Web Reports, Blackberry Cylance Protect,Cylance Optics, Windows Server 2012 R2Configuration Management: Ensuring OS Patching and Endpoint Security compliance in accordance with government-mandated regulations. Proactively maintained and updated the CMDB. I was also involved in the process of Version Control, Move to Production and Release Management.Change Management: Prepared application and platform upgrades, starting from research, testing the upgrade in a lab environment, procedure creation, presenting the Change to the CAB members that include senior VPs and directors from customer side; implementation and post-implementation testing.Insident Management: Focus on customer-raised incidents and requests with a broad scope, including inventory audit reports creation, automation requests, centralized software deployment, application issues. Problem Management: Provided root cause analysis and identified known issues. Extensive collaboration with vendors on issues and upgrades. I participated in numerous live troubleshooting sessions and vendor communication that led to bug discovery, creation of workarounds for known issues and case resolution. Show less

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  DXC Technology

  Sept 2021 - now

  Delivery Lead

  Delivery operations manager for DACH customers: overseeing support delivery and projects.- single point of contact between the Account/Customer, and the technical delivery teams. Supported technologies: Linux/Unix, Backup and VMWare- responsible to allocate opportunities for improvement/automation to reduce cost of support- demand forecast for ongoing and project delivery- convey company requirements to engineers to insure proper tracking of activities- convey technical specifics to upper management, project management and customers Show less