SLAVINA ANDONOVA

Technical Support Specialist | iGaming Platforms

• Delivered B2B and B2C technical support for iGaming and web-based platforms through ticketing systems, email, and live chat.
• Served as the primary point of contact for clients, ensuring timely resolution of technical and platform-related issues.
• Troubleshot and resolved Break-Fix, configuration, access, and performance-related incidents across multiple environments.
• Used Grafana dashboards and query analysis to monitor platform performance, investigate incidents, and identify root causes.
• Performed log reviews, query validation, and technical investigations to support issue diagnosis and resolution.
• Collaborated closely with internal technical, product, and development teams to resolve complex escalations efficiently.
• Monitored incidents and managed open cases while maintaining SLA compliance and high service standards.
• Guided clients in utilizing platform functionalities and resolving usage-related challenges.
• Documented recurring issues, workflows, and resolutions to improve internal processes and knowledge base resources.
• Managed multiple high-priority cases simultaneously with strong ownership, accountability, and attention to detail.

• Monitored and supported business-critical systems operations within automated warehouse environments.
• Managed and coordinated incident response processes, ensuring timely pickup, escalation, and resolution of operational issues.
• Identified, logged, and tracked system faults through internal monitoring and incident management platforms.
• Investigated failed tasks, inaccessible stock, and customer tote issues to minimize operational disruption.
• Analyzed the performance of key automated warehouse assets and supported operational efficiency improvements.
• Collaborated with internal teams and specialists to ensure visibility, communication, and rapid issue resolution.
• Performed real-time operational troubleshooting and escalated critical incidents when required.
• Supported warehouse picking operations by identifying and resolving pick support issues efficiently.
• Maintained detailed incident records and provided regular reporting on shift activities, operational performance, and completed tasks.
• Demonstrated strong analytical thinking, ownership, and multitasking abilities in a fast-paced operational environment.

• Navigated pre-assigned routes using specialized data collection equipment including cameras and sensors
• Operated sophisticated data capture devices according to project specifications and quality standards
• Accurately recorded and logged collected information while performing minor equipment troubleshooting
• Performed vehicle and equipment maintenance through comprehensive pre-trip inspections
• Ensured data quality and integrity to support critical company projects and research initiatives
• Collected and recorded data using advanced survey tools to ensure accuracy.

• Broadcast-Quality Production: Created graphics and multimedia designs for television and motion picture production, meeting strict broadcast standards and technical specifications
• Visual Enhancement & Color Grading: Edited and color-corrected digital imagery using advanced techniques to enhance visual quality, cinematography, and project aesthetics
• Technical-Creative Balance: Reconciled creative vision with technical broadcast requirements (resolution, color space, file formats) to achieve flawless final output
• Multi-Platform Quality Assurance: Tested graphics across diverse media platforms and devices to ensure consistency, quality, and compliance with broadcasting standards
• Production Collaboration: Worked directly with directors, producers, and editorial teams to deliver timely, high-quality visual content under strict production deadlines
• Designed and executed visual branding elements for multimedia projects, enhancing brand consistency.

• Photographed products and services in diverse lighting conditions and environments
• Edited and retouched images using professional-grade software to meet client specifications
• Developed comprehensive marketing materials including promotional flyers, brochures, and website content
• Managed website content updates and maintenance
• Utilized Adobe Lightroom and Creative Suite for professional image processing
• Monitored website analytics to identify trends and improve user engagement.
• Optimized database structures for better query performance which resulted in faster page load times.

• Delivered consistent, professional communication following company scripts and policies
• Handled customer complaints and inquiries with efficiency and courtesy
• Maintained superior service standards while adhering to company procedures
• Built positive customer relationships through responsive problem-solving
• Resolved customer inquiries through multi-channel communication, enhancing overall satisfaction.
• Handled complex customer issues, demonstrating problem-solving skills and product knowledge.

• Monitored and moderated online content and advertisements
• Provided call and chat support services
• Planned and maintained publication content according to editorial policy and style guidelines
• Implemented quality control measures to improve content accuracy and consistency.
• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.

• Created and managed website content aligned with organizational goals and marketing strategies
• Captured product photography for e-commerce platforms
• Produced content for email newsletters, website, blog posts, and social media channels
• Composed and posted online content across company website and social media accounts
• Supported marketing campaigns with creative design and copywriting
• Created engaging content for Pinterest, Facebook, and Instagram.
• Increased brand visibility by developing and distributing marketing materials across various platforms.

• Designed and produced various print materials including brochures, posters, business cards, calendars, photo books, and promotional merchandise
• Managed design projects from concept through final production
• Maintained quality standards across diverse design applications
• Elevated customer satisfaction by personalizing graphic design solutions.
• Created logos and branding materials for various clients, which increased brand recognition and customer engagement.
• Produced high-quality product packaging designs that successfully captured target audience attention and led to increased sales revenue.
• Met with customers to present mockups and collect information for adjustments.