HTML5
Dimitar Gospodinov
Sofia
Summary
Detail-oriented team player. Able to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Front end/ JavaScript/ React Developer position. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Support Team Coach
Sap Se
07.2022 - Current
- Trained and mentored junior staff and interns to apply best practices and comply with customer support guidelines and requirements.
- Evaluated agent performance through regular monitoring, providing feedback for improved service levels.
- Worked with managers to ensure that agent performance adheres to established support practices.
- Wrote and implemented quality assurance processes to measure and evaluate customer concerns.
- Investigated customer complaints to improve future customer support experience.
- Evaluated accuracy and relevancy of agent provided documentation to customers.
- Worked with agents to assign and provide training opportunities to further product and process knowledge.
Solution Support Engineer
Sap Se
05.2019 - 07.2022
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using personal expertise, and probing questions.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Conducted regular training sessions for team members to improve overall support quality and efficiency.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Identified issues, analyzed information and provided solutions to problems.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written. Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
Data Processing Associate
OWLIANCE BULGARIA
01.2019 - 04.2019
- Reduced errors in processed data through meticulous quality control checks and validation procedures.
- Followed data entry protocols, rules and regulations.
- Sorted and processed incoming reports before putting data into processing software.
- Updated and maintained customer information, documents and records.
Customer Support Engineer
60K
01.2018 - 12.2018
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Answered incoming support inquiries via chat, phone and email.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Trained customers to use and maintain equipment to reduce service issues.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Created user accounts and assigned permissions.
- Worked flexible hours across night, weekend, and holiday shifts.
- Excellent communication skills, both verbal and written.
Education
High School Diploma -
"Romain Rolland" School For Foreign Languages
Stara Zagora 04.2001 -
Skills
Teamwork and Collaboration
Team Training
Building Relationships
Written documentation
Effective Communication
Active Listening
Sound Judgment
Problem-solving abilities
Software
CSS
JavaScript
React JS
Certification
HTML, CSS, and Javascript for Web Developers from Coursera
Timeline
Front End Developer from Scrimba
07-2024
HTML, CSS, and Javascript for Web Developers from Coursera
10-2022
Support Team Coach
Sap Se
07.2022 - Current
Solution Support Engineer
Sap Se
05.2019 - 07.2022
Data Processing Associate
OWLIANCE BULGARIA
01.2019 - 04.2019
Customer Support Engineer
60K
01.2018 - 12.2018
High School Diploma -
"Romain Rolland" School For Foreign Languages
04.2001 -