Kristian Guenov

Responsible for network stability, customer satisfaction and business management.

- Responsible for the fulfillment of Customer Support SLA and KPIs - Responsible for the delivery and installation of Correction Packages and Cchange Requests - Plan, prepare and manage maintenance activities in coordination with 3PP providers and subcontractors in LIVE - Participate in emergencies and ensure the timely service recovery - Resource and budget forecasting and control - Subcontractors' and 3PP Resource Management - 24/7 on call service

- Manage the Recovery Team and ensure timely service recovery - I have managed over 240 emergencies from all over the world - Identify and ensure the required competence in the Recovery Team - Responsible for the Event Report - Provide regular status reports to the Performance Manager, SDM, customer and stakeholders - Responsible for handovers from/to next hub (Follow the Sun) - Analyse closed emergencies to identify gaps and improvement areas - Participate in management escalations

- Manage the 2nd Line Customer Support Team (17 engineers) and ensure the quality of the Support service and the fulfillment of the Support Contracts, SLAs and KPIs - I have been overseeing on average around 90 open trouble tickets - Hold meetings with the support engineers and and Service Delivery Managers - Participate in management escalations - Create weekly Support reports - Evaluate the individual performance of the support engineers

- Installation and integration at customer premises in EMEA - Prepare and give technical presentations - Perform Charging system upgrades and expansions - Troubleshooting and solving system/node/network problems - I have successfully participated in upgrade and integration projects in Saudi Arabia, Egypt, Gabon, Tanzania and Algeria. - Solve Customer Service Requests at 2nd Level Support - Participate in Knowledge Sharing activities - Identify new sales opportunities - 24/7 Emergency service

- Create, review and validate technical documentation like RS, TP, TI, ATP - Install and integrate telecommunication systems at customer premises - Certify the quality of telecommunication systems executing System tests - Troubleshoot and solve system/node/network problems - Design, build and maintain the TCP/IP network in the test plant - Order HW equipment - I have successfully participated in FOA integration projects in the USA and Mexico with AT&T, Triton and Telcel

- Provide technical pre-sales support to the Total Project Manager and the Sales Team - Participate in customer meetings - Give technical presentations to customers regarding product offerings - Write Project Status Reports - Manage small projects

Develop application software for the design of electrical circuits for major European Car and Aeronautic manufacturers in Visual Basic.

Information and Communications Tecnology, Telecommunication, Electrical Engineering