Ivan Milevski

* Management of ~160 people, including NOC, Network Engineers, Systems Administrators, Field Engineers and technicians, Coordination Units, Call Centers * Integration/merge of different teams from the two companies * Implementation of ITIL compliant working processes and procedures, new organization structure * Ensuring seamless for the customers transition to the new structure

* Ensuring the excellent customer experience during the whole lifetime of the services * Ensuring the smooth operation of the ISP systems and infrastructure, organize proactive monitoring and problem resolution * Improving the working procedures, processes & ITIL compliant internal organization * Matrix management of different units - NOC, Customer Support agents, Network Engineers, Field Engineers, Cable Infrastructure Teams * Collaboration with other divisions

* Managing teams of NOC engineers and Customer Support agents * Organizing continuous monitoring of the company network infrastructure and customer services * Ensuring documentation and trace-ability of all activities related to customer services and network functioning * Definition and enforcement of escalation procedures * Definition of KPIs * Evaluating performance of the teams * Ensuring compliance with signed SLAs * Reporting

BITELCOM was a start-up project, working in the field of VoIP and converged communications. As a Co-founder, Co-owner & CTO I was involved in every major strategic & technical decisions as well as the daily operation of the company.