Cvetomir Cankov

• Troubleshot and resolved complex technical issues to enhance system performance and user satisfaction.
• Collaborated with cross-functional teams to implement software upgrades and improve operational efficiency.
• Mentored junior engineers, fostering knowledge sharing to elevate team capabilities and service quality.
• Analyzed system logs to identify recurring problems, driving proactive measures for issue resolution.
• Participated in change management activities, ensuring minimal disruption to user operations during system modifications or upgrades.
• Improved customer satisfaction ratings by promptly addressing concerns and providing clear communication updates on incident status.
• Implement and maintain Okta Single Sign-On (SSO) and Multi-Factor Authentication (MFA) integrated with Cisco ESA for enhanced access security.
• Integrate Cisco ESA with Azure Active Directory (Azure AD) to automate user provisioning, enforce conditional access, and streamline identity management.
• Automate administrative and monitoring tasks on Cisco ESA using scripting and APIs, boosting operational efficiency.
• Create and maintain detailed documentation and reports on system performance, security incidents, and compliance requirements.
• Provide advanced technical support by handling escalations from Level 1 engineers and resolving complex issues.

• As a Cisco TAC Engineer within the SSPT Content Security team, I specialize in providing high-level technical assistance for enterprise customers with premium support contracts and acting as a primary point of contact. I am accountable for multiproduct, multivendor issue resolution across the customer's deployment.

• Key Responsibilities:

- Deliver expert technical assistance for Cisco’s Email and Web Security solutions, focusing on the Secure Email Gateway (ESA), Secure Web Appliance (SWA), and Security Management Appliance (SMA).

- Manage and resolve complex issues related to customer email and web security infrastructures, ensuring minimal disruption and optimal performance.

- Conduct detailed configuration, debugging, and troubleshooting of Cisco email and web security products, leveraging a deep understanding of networking and cybersecurity principles.

- Collaborate effectively with cross-functional teams, including engineering, product management, and higher-tier TAC resources, to address customer challenges and enhance service delivery.

- Serve as a trusted advisor to enterprise clients, guiding them through technical complexities and best practices for email and web security management.

- Maintain up-to-date knowledge of Cisco products and industry trends, providing insights that help customers optimize their security solutions

• Core skills: Email Security · Simple Mail Transfer Protocol (SMTP) · Content Security · Technical Support · Software Troubleshooting Linux

• Diagnosed and resolved technical issues for customers, ensuring timely solutions and high satisfaction.
• Provided expert support on TAC tools and systems, enhancing operational efficiency.
• Collaborated with cross-functional teams to troubleshoot complex network problems effectively.
• Documented and maintained knowledge base articles to streamline issue resolution processes.
• Collecting, analyzing, and summarizing service issues, locating and isolating problems.
• Troubleshooting and resolving complex technical tasks.
• Communicating remotely with mostly American customers, dealing with a ticketing system.
• Main application: Cisco Jabber
  
• Experience with the following systems:
  
  Cisco Unified Communications Manager (CUCM)
  Cisco IM & Presence Server (IM&P)
  Cisco Unity Connection (CUC)
  Cisco Unified Attendant Console Advanced (CUAC)
  Cisco IP Communicator (CIPC)
  Cisco IP Phones
  
• Knowledge of work with:
  
  VM Clients (ESxi primarily)
  Microsoft Active Directory, OKTA, AzureAD
  DNS and DHCP server integrations

• Providing technical support in English for Cisco WebEx
• Identifying clients’ problems and propose solutions
• Focusing on customer expectations and satisfaction
• Collaborating with other team members to provide high-quality support
• Experience with networking concepts such as IP address, Latency, RTT, Jitter, OSI layer model, VOIP, VPN & Firewall, etc.

• Edited and proofread content for clarity, grammar, and style consistency.
• Collaborated with writers to refine articles and enhance engagement.
• Conducted research to support content accuracy and relevance.
• Managed editorial calendar to ensure timely publication of materials.
• Researching trends in social media
• Managing the Facebook pages of Gospodari na efira (Lords of the Air) & beU
• Researching & developing stories for the websites gospodari.com and BeU.bg
• Video & Image editing of original and adapted stories for gospodari.com and BeU.bg
  
• Creating original content for the websites gospodari.com and BeU.bg

• Assisted in developing and executing community engagement strategies to enhance player interaction.
• Monitored online community forums, responding to inquiries and facilitating discussions among users.
• Collaborated with cross-functional teams to gather feedback and implement improvements in game features.
• Conducted research on community trends to inform content creation and marketing initiatives.
• Active participation in the development and execution of media plans for games such as Angry Birds for Messenger, Jewel Academy, Daily Sudoku, Battleship, Tetris and many others.
• Helping as well as receiving feedback from users with various problems regarding the games (e.g. loading issues, crashes, etc.) by working closely with Producers, Game Developers & Designers as well as the QA Team.
• Coordinating, setting up and executing social media campaigns as well as promotional content.
• Tracking, analyzing and adjusting social media campaigns in order to get the best possible ROI.
• Creating weekly reports regarding issues and community feedback.