Kaloyan Tsvetkov

• Monitored network capacity and performance to diagnose and resolve network problems.
• Provided network support services for devices such as modems, routers and other hardware.
• Performed troubleshooting for Juniper, Cisco, and packet analysis.
• Reduced downtime with proactive monitoring of network devices and rapid troubleshooting.
• Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
• Trained junior engineers on industry best practices, fostering a collaborative team environment that prioritized knowledge sharing.

and other.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Documented faults and bugs for referral to development staff for use in updates.
• Performed root cause analysis of reported issues to enact corrections.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.

and other.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.

and other.