Dean Tsonev

Experience

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  BTC MOBILE Bulgaria

  Nov 2006 - Jan 2008

  Technical Support Help Desk

  • Report Mobile Network problems to Network Operations Team• Reset mobile network stations remotely.• Monitor mobile network stability.• Send automatic networks configuration to customers by request.• Help customers set up their phone internet, mobile network selection and etc.• Support customers with mobile phone problems.• Support customers with mobile device application.

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  Siemens Enterprise Communications Bulgaria

  Jan 2008 - Dec 2008

  Technical Support Specialist

  • Support and configure Siemens ProCener call center application.• Troubleshoot network, desktop and server issues.• Troubleshoot and resolve technical issues in a timely and efficient manner.• Review, change and add new Informix DB setup.• Provide comprehensive technical support for customers.• Stay up-to-date on the latest product updates and communicate them to customers.• Collaborate with other customer IT team members to ensure the smooth operation of ProCener infrastructure.• Escalate complex issues when needed to L3 support/ Development team. Show less

• 

  Hewlett Packard Enterprise

  Jan 2009 - Oct 2013

  • Support OM L/S/U application.• Provide comprehensive technical support for customers.• Document customer system configurations in support tickets.• Stay up-to-date on the latest product updates and communicate them to customers.• Collaborate with other customer IT team members to ensure the smooth operation of OM infrastructure.• Troubleshoot and resolve technical issues in a timely and efficient manner.• Escalate complex issues as needed to L3 support/ Development teams.-• Help L1 support team members with issue solving and identified severity of customer impact.• Knowledge sharing with L1 support team members. Show less • Support customers using Hewlett Packard QTP.• Troubleshoot customer test plans in a timely and efficient manner.• Troubleshoot customer automation test plans and collaborate with Hewlett Packard Quality Center support team for timely and efficient solving issues.• Provide comprehensive technical support for customers.• Document for customer all applicable steps to improve test plans. • Stay up-to-date on the latest product updates and communicate them to customers.• Collaborate with other customer IT team members to ensure the smooth operation of QTP execution plan.• Escalate complex issues as needed to L3 support/ Development teams.-• Help L1 support team members with issue solving and identified severity of customer impact.• Knowledge sharing with L1 support team members. Show less

  • Operations Manager for Linux/Unix Technical Solutions Consultant L1\L2

    May 2011 - Oct 2013

  • QTP ( quick test professional ) Technical Solutions Consultant L1\L2

    Jan 2009 - May 2011
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  Astea Solutions AD

  Nov 2013 - Aug 2014

  L2 Support engineer

  • Provide comprehensive technical support for customers using news article creation software.• Guide customers trough article creation work flow. • Document customer issues in company know issue archive.• Monitor stability of News Article Build environment for customers. • Deploy new code to News Article Build environment.• Troubleshoot and resolve technical issues in a timely and efficient manner.• Escalate complex issues to Development team.• Document customer system configurationсs Show less

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  Interop.io

  Aug 2014 - Dec 2023

  • Manage, plan, schedule and control software build through different stages and environments.• Test and deploy software releases.• Define release strategy.• Develop release plans, schedules, processes, procedures, and documentation in collaboration with cross-functional teams.• Communicate priorities and collaborate across teams (developers, quality assurance and product management)• Communicate delivery expectations and progress as compared to delivery expectations to team members and clients.• Asses release risks and issues found, take necessary actions to mitigate them and make the right release tradeoffs.• Communicate release progress and updates to clients.• Work with strategic company clients. • Participate and communicate delivery scope, time lines, resources, business requirements in regular meetings with main company's client - JPMorgan Chase.• Handle multiple release build priorities simultaneously.• Responsible for delivering results by working in an ambiguous environment.• Operate autonomously across multiple teams.• Demonstrate critical thinking.• Work with Agile methodologies (Scrum and Kanban).--• Continuously improve the release management process and tools to increase efficiency and quality.• Arrange Product Roadmap meetings with clients.• Document processes and procedures.• Stay up-to-date with industry trends and best practices related to release management. Show less • Manage, plan, schedule and control software build through different stages and environments.• Test and deploy software releases.• Define release strategy.• Develop release plans, schedules, processes, procedures, and documentation in collaboration with cross-functional teams.• Communicate priorities and collaborate across teams (developers, quality assurance and product management)• Communicate delivery expectations and progress as compared to delivery expectations to team members and clients.• Asses release risks and issues found, take necessary actions to mitigate them and make the right release tradeoffs.• Communicate release progress and updates to clients.• Work with strategic company clients. • Participate and communicate delivery scope, time lines, resources, business requirements in regular meetings with main company's client - JPMorgan Chase.• Handle multiple release build priorities simultaneously.• Responsible for delivering results by working in an ambiguous environment.• Operate autonomously across multiple teams.• Demonstrate critical thinking.• Work with Agile methodologies (Scrum and Kanban). Show less

  • Senior Delivery Manager

    Jun 2023 - Dec 2023

  • Software Delivery Manager

    Aug 2014 - Dec 2023
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  RingCentral

  Mar 2024 - now

  Release Manager Lead