Ralitsa Marinova

•analyse, troubleshoot and manage technical requests from various fields of the product maintenance: issues, configuration, tailoring of HPSM SW • maintain the communication flow with customer; o gather customers’ expectations; o create an action plan; o involving other HP resources, when needed; Experience within HP SM software versions 7.1x, 9.2x, 9.3x; • Basic database administration: Oracle DB 10/11g, MS SQL Server 2008; basic understanding of Javascript; Apache/Tomcat

• New Partners setup; • Deliver operational trainings (train the trainer sessions); • main point of contact for all matters pertaining to partner enquiries, • Ensure all assigned accounts are meeting operational targets within accreditation metrics; • Take ownership of partner issues and work to satisfactory resolution; • Act as escalation point for all partner escalations and elevations; • Conduct KPI Reviews on a monthly basis.

• Process expert on a project for HP SM SW; • Collect and Collate information from various systems (SharePoint; Enterprise Knowledge Management System; Enterprise Service List;); • Note obsolete and inaccurate information about accounts data and configuration items • Prepare gap analysis between current and standard account processes • Compilation of a process documentation – pointing out the account-specific touch points on the standard process workflow; • Conduct train the trainer sessions

•Preparation of test scenarios for testing applications; •Performing UAT activities with the support teams of the customer; •Preparation of user guides for the customer’s support teams working with HP SM SW; •Conduction of presentations and on site demos with the HP SM SW •Performing on site support for the after migration environment; •Organizing trainings ( logistics, communication with trainers and trainees, branding of training materials and printout preparation).

• Preparation of sales proposals; • Conduction of Presales and Sales meetings with clients, clarify client requirements; • Preparation of final documentation upon completion of the project

• Managing phone, online and face to face communication with customers, partners and potential clients; • Performing administrative tasks; • Preparation of accounting documents.

• Work on an international project with Austrian company; • Keeping communication, distribution of tasks; • Conducting interviews to form the project team.

Public Relations; Business Communications; Marketing; Event Management

Philosophy, Political Science