At IBM Bulgaria, I own enterprise customer cases across the complete incident lifecycle, coordinating timely resolution and clear communication for global customers.
I manage end-to-end hardware replacement activities, bringing together IBM engineering teams, suppliers, logistics providers, field engineers, and local security teams while maintaining contractual SLA compliance. I handle Severity 1–4 incidents, perform initial technical investigations, collect diagnostics, and manage an average of 4–5 cases simultaneously.
I use Salesforce, Microsoft Teams, Webex, and eCuRep daily, participate in customer and operational calls, and mentor newly hired engineers on internal processes. My focus is proactive customer communication, dependable ownership, and strong service delivery.
Earlier roles in aircraft maintenance, transport operations, and sales strengthened my attention to detail, ability to work under pressure, and experience in regulated, customer-facing environments.
