SVETOSLAV MANOV
Technical Support Engineer
SOFIA
Summary
Resourceful Technical Support Engineer consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Integrations Manager
CT Interactive
09.2023 - Current
- Develop and maintain client relationships, providing technical guidance and support
- Manage the implementation of technical solutions, coordinating cross-functional teams
- Communicate project updates and technical concepts clearly to clients and internal teams
- Proactively address and resolve technical issues, ensuring client satisfaction
- Understanding and adapting to different client documentation
- Testing different bug scenarios and proving the results to the development team.
- Created detailed documentation outlining best practices for system integrations, providing a valuable resource for future projects.
- Reduced downtime during integrations by implementing comprehensive contingency plans and backup procedures.
SALES AND SUPPORT
GoDaddy
7 2019 - 7 2020
- Manage large amounts of incoming calls and insure that every client gets the product that fits their needs
- Creating tickes with different issues for the relevant teams
- Review accounts and troubleshoot if any issue is identified
- Document personal information to create, update, or adjust customer needs.
Technical support specialist
Secure group
04.2023 - 09.2023
- Creating and managing Jira tickets
- Assisting business clients with tasks like account creatons, refunds, pushing application updates and etc
- Testing out, reproducing issues we receive from clients and putting down all of information into Jira tickets
- Deploying updates of new software releases using custom made platforms
- Monitoring servers using Zabbix
- Managing Smartphones using platforms like Hexnode
- Managing clusters using Docker
- Creating backups and cleaning up unused logs in our servers.
WordPress support
Fixed.net
06.2021 - 03.2023
- Complete custom requests for client's sites as style changes and adding different functionalities
- Finding and working on removing different bugs and conflicts that occur on client's sites
- Updating and maintaining over 1000 websites
- Managing migrations and creating staging environments
- Managing and editing DNS
- Migrating and fixing any issues with Email
- Exporting, importing and managing Databases
- Proficiency at using Linux command line for local and server use
- Reading and editing HTML, CSS and PHP code
- Scanning and removing malware form websites.
- Streamlined content management processes by integrating third-party applications and tools within WordPress sites.
CUSTOMER SUPPORT
Crypto
07.2020 - 01.2021
- Handled and responded to over 150 customer inquiries in all forms (email,phone, and live chat) daily
- Provided expert insight and advice on how customers can make crypto a part of their everyday life
- Creating and managing Jira tickets
- Reviewed documents for KYC check
- Monitored transactions for risk operations.
Education
COMPUTER SYSTEMS -
HIGH SCHOOL OF TELECOMMUNICATIONS
Sofia, Bulgaria 09.2012 - 05.2017
Bachelor's degree - undefined
New Bulgarian University
Sofia, Bulgaria 09.2017 - 05.2021
Software Quality Assusrance - undefined
Swift Academy
03.2023 - 05.2023
Skills
Problem Solving
Communication Skills
Ability to Work Under Pressure
Customer Service
Computer Skills
Ability to Multitask
Adaptability
Application Configuration
Attention to Detail
Linux command line
Jira
cPanel
DNS
MySQL
HTML
CSS
Analytical Thinking
Confluence
Postman
Timeline
Integrations Manager
CT Interactive
09.2023 - Current
Technical support specialist
Secure group
04.2023 - 09.2023
Software Quality Assusrance - undefined
Swift Academy
03.2023 - 05.2023
WordPress support
Fixed.net
06.2021 - 03.2023
CUSTOMER SUPPORT
Crypto
07.2020 - 01.2021
Bachelor's degree - undefined
New Bulgarian University
09.2017 - 05.2021
COMPUTER SYSTEMS -
HIGH SCHOOL OF TELECOMMUNICATIONS
09.2012 - 05.2017
SALES AND SUPPORT
GoDaddy
7 2019 - 7 2020
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