Mariyan Stoitsov

• Single point of contact for all IT network and infrastructure- related service requests and inquiries • Error analysis and troubleshooting of LAN and security incidents • Processing and configuring firewall requests Palo Alto • Maintenance, expansion and optimization of the service catalogue or network services • Proactive monitoring of all components of the global network ervices of Dr. Ing. H.c. F. Porsche AG • 1st Level DDI and Proxy Monitoring support • Configuration of Network components

• Provides world-class remote technical support, expertise to both customers and field personnel in any country where IBM does business; • Answers phone calls, email or chat, communication, efficiently and with empathy to ensure positive experience for Customers • Uses problem determination/problem source identification skills to isolate issues and document substantive action plans that resolve client issues accurately the first time;

Logging all relevant incident/service request details, allocating categorization and prioritization codes • Providing first-line investigation and diagnosis using approved tools, systems and procedures • Resolving/fulfilling incidents/service requests that are in scope • Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales,which may include 3rd Parties or other non-Assurance functions

Band Score 7