Boris Sarabeev

Experience

• 

  Adecco Bulgaria

  Jul 2008 - Feb 2017

  Oversaw operations for the ITO department, managing a team of more than 300 staff and directly supervising over 8 team leads across diverse technical capabilities such as Windows, Unix, Network, Batch & Scheduling, Applications, .Net, Backup & Storage and Monitoring. Drove process optimization initiatives that reduced administrative workload and enhanced communication across teams, leading to a 25% increase in customer satisfaction.Led significant restructuring efforts, improving operational efficiency and decreasing financial report processing time by 66%. Provided a leadership support to the respective teams and motivate them to achieve the production goals – organizing workshops, regular meetings and performance reviews. Show less • Operate as a Team Lead backup• Mentoring new hires during on boarding period• Taking part in the Performance Appraisal process and proactively propose improvement plans• Monitor development and performance of team members and adapt schedules• Report on KPIs/SLOs to the Team Leads and Operations Delivery Managers • Ensure good ticket documentation at all times• Managing the Timesheet process• Ensure adherence to company policies and procedures• Answer phone contacts promptly and professionally and ensuring delivery of Phone SLAs Show less • Answer phone contacts promptly and professionally and ensuring delivery of Phone SLAs• Create a Ticket for new calls into the Call Management tool• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources • Ensure good ticket documentation at all times• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels• Present a positive, effective and flexible contribution to achieving team targets and objectives• Collaborate with other team members to provide high quality support• Ensure constant self development using day to day work, web based training, and any other available tool Show less

  • Operations Delivery Manager

    Feb 2015 - Feb 2017

  • Senior Team Lead

    Jan 2012 - Feb 2015

  • Team Lead

    Oct 2010 - Dec 2011

  • Supervisor

    Jul 2009 - Sept 2010

  • 1st Line Technical Support Analyst

    Jul 2008 - Jun 2009
• 

  Modis

  Feb 2017 - Apr 2019

  Project Manager

  Implementation of projects related to – market research & sustainable capacity of the human resource potential, office and infrastructure development/expansion, business support and pre-sales activities (IT Operations). Contribution and consulting of the existing business (IT Operations, Service Desk, Infrastructure, Human Resource). Expanding the work relations in terms of business development (communication and collaboration with - local authority, education organizations, non-profit organizations, business organizations) and identification of future opportunities. GDPR implementation and project coordination. Show less

• 

  Akkodis

  May 2019 - now

  Site Manager - Plovdiv Site

  Spearheaded strategic initiatives to strengthen company’s brand as a preferred employer in the local market. Developing and maintaining key customer relationships while partnering with local authorities and educational institutions to support business growth. Implemented service excellence practices that established Akkodis Plovdiv Site as a key delivery location recognized by clients for quality and performance.