Alex Popov
Technical Support Representative
Pazardzhik
Summary
Motivated IT Enthusiast with strong skills in monitoring and maintaining solutions in a 24/7 environment. Skilled in quickly restoring service during disruptions, communicating with customers, and collaborating with development teams for issue resolution. Familiar with ITIL processes, managing escalations, and performing maintenance tasks. Adaptable and eager to learn, thriving in shift-based operations.
Overview
4
4
years of professional experience
21
21
years of post-secondary education
Work History
Technical Support Representative L2
Hostway
02.2022 - Current
- Manage and complete tickets received from customers and other departments via Call, Chat or Email.
- Work hands-on with various web-based products and command-line tools in order to research/troubleshoot and provide solutions for various support issues.
- Work on shared Linux and Windows Servers.
- Work with customers using Vitrual Private Servers and assisting them with resolving their hardware issues (e.g High CPU/memory usage).
- Understanding with monitoring solutions, such as Nagios, Grafana, Kibana, Dynatrace.
- Work within customer SLAs to ensure timely response and solutions are presented and updated.
- Work with L1 support team escalations on the more complicated issues with the customers websites, email services or domain names.
- Escalate to L3 engineering when necessary while ensuring appropriate follow-up SLAs are met.
- Knowledge of ITIL framework and related processes.
- Currently learning the basics of container solutions such as Kubernetes & Docker and AWS Cloud Services.
Senior Technical Support Representative L1
Hostway
09.2020 - 02.2022
- Responsible for taking first-line inbound calls, chats or emails from existing Hostway/Ntirety customers to answer technical questions regarding Web hosting, Email, Domain names and other Internet applications and services.
- Communicate with customers to determine root cause of issues and provide recommendations and direction for successful resolution.
- Take ownership of customer concerns and issues and ensure timely resolution.
- Eliminate customer confusion or frustration using empathy and consideration to reach amicable solutions.
Education
WHM Administration Certification Exam (CWA) -
CPanel & WHM
04.2023 - 05.2025
cPanel Certified Partner Accreditation (CPCP) -
CPanel & WHM
04.2023 - 05.2025
Plesk Obsidian Professional (OBS-2-PRO) Certification - undefined
University of Plesk
Bachelor's degree - undefined
Technical University Sofia
09.2018 - Current
High-school education - undefined
Foreign language high school "Bertolt Brecht"
09.2013 - 05.2018
Middle-school education - undefined
OU "St Kliment Ohridski"
09.2006 - 05.2013
Skills
- Cloud Computing: Knowledgeable in AWS; basic understanding of Kubernetes and Docker
- Communication: Excellent verbal and written communication skills; adept at conveying complex technical information to non-technical stakeholders
- Problem-Solving: Strong analytical and critical thinking abilities; experienced in troubleshooting and resolving issues efficiently
- Team Collaboration: Effective team player with experience working in cross-functional teams; comfortable leading and participating in collaborative projects
- Time Management: Capable of managing multiple projects simultaneously; skilled in prioritizing tasks to meet deadlines
- Adaptability: Quick learner with a flexible approach to new challenges and environments
Personal Information
- Date of Birth: 09/10/1999
- Gender: Male
- Nationality: Bulgarian
Languages
English
German
Timeline
cPanel Certified Partner Accreditation (CPCP) -
CPanel & WHM
04.2023 - 05.2025
WHM Administration Certification Exam (CWA) -
CPanel & WHM
04.2023 - 05.2025
Technical Support Representative L2
Hostway
02.2022 - Current
Senior Technical Support Representative L1
Hostway
09.2020 - 02.2022
Bachelor's degree - undefined
Technical University Sofia
09.2018 - Current
High-school education - undefined
Foreign language high school "Bertolt Brecht"
09.2013 - 05.2018
Middle-school education - undefined
OU "St Kliment Ohridski"
09.2006 - 05.2013
Plesk Obsidian Professional (OBS-2-PRO) Certification - undefined
University of Plesk
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