Inna Tzenova

Experience

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  Coca-Cola Hellenic EIT Enterprise

  Dec 2007 - Mar 2009

  Application Support & Training Specialist

  -Provision of first level technical support for ITSM supported systems, main focus on BMC Service Desk Express ticketing toolset.-Design and delivery of training sessions for ITSM supported systems, main focus on BMC Service Desk Express ticketing toolset.

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  Coca-Cola Hellenic EIT Shared Services

  Mar 2009 - Jul 2011

  ITSM Application Support Lead

  -Develop and introduce IT Service Management application support stream growth and innovation strategies.-Perform administrative tasks related to design and communication of new procedures and internal IT processes updates based on approved governance models.-Implement and support ITSM processes (Incident and Change management) in accordance with industry best practices ( IT Infrastructure Library (ITIL) guidelines). -Develop automation proposal and technical specification documents.-Design and deliver training sessions for ITSM supported systems, main focus on BMC Service Desk Express ticketing toolset, ITIL v3 overview and Internal Processes Map.-Prepare, maintain and validate the process description documentation for Internal and External Audits – ISO 9001-Adopt HR management best practices for development and leadership of people within the stream.-Define annual objectives on stream level. Show less

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  Hewlett-Packard GDBC

  Aug 2011 - Feb 2017

  IT Services Management Process Implementation Manager
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  Greentube Internet Entertainment Solutions GmbH

  Mar 2017 - Jan 2018

  IT Service Manager
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  Kapsch TrafficCom AG

  Feb 2018 - now

  • Service Architect

    Dec 2022 - now

  • Service Design and Infrastructure Manager

    Feb 2018 - Dec 2022