WORK EXPERIENCE
HORNETSECURITY GmbH | May 2018 — Present
Senior Technical Support Specialist – March 2023 – Present
- Review escalations before approving for Development and provide further troubleshooting steps for T1 when rejecting
- Manage escalated tickets & incidents and liaise with the PDC team to work towards finding and releasing solutions
- Taking ownership of and following up on Negative CSat feedback tickets
- Manage Knowledge Base content (internal and external)
- Provide feedback to management regarding the team to improve our skillset & workflow/procedures
Technical Support Shift Leader – Oct 2019 – March 2023
- Provide feedback to management regarding the team
- Mentor team by creating high-quality escalations and handovers
- Ensuring the cases are maintained to a high standard & assign/re-assign tickets to active staff to ensure they are
handled in a timely fashion - Ensure team availability on phone/chat
- First line of escalation to handle high-temperature customers & critical issues
- Help team members with difficult cases prior to escalation
Technical Support Specialist – May 2018 – September 2019
- Technical Support on Altaro VM Backup solution
- Providing technical assistance on Hyper-V & VMware virtual machine backup strategy, disaster recovery, solution
implementation and troubleshooting - Facing different environments, systems, and network administrations every day, the ability to adapt quickly and find
the fault/solution in a timely manner - Troubleshooting Windows Server, VSS, network/firewall issues
Virtual 1 Dec | Dec 2017 — Apr 2018
Network Engineer
- Working with Juniper SRX/MX/EX equipment
- Monitor and repair network faults and provide support and other network services
- Manage cases relating to network faults and alarms to meet the SLA commitments to Partners
- Work together with various global Service Providers to ensure service stability and performance
- Work with carrier partners and suppliers to define efficient methods for identifying and resolving faults over the
services Virtual1 takes from them - Refer faults to upstream global Service Providers and chase them effectively to ensure satisfactory outcomes in
shortest timescale possible
Mozzart Bet | Sep 2016 — Dec 2017
Junior Network & System Administrator
- Configuring and Tshoot Routing, Switching
- Troubleshoot networks to ensure security and availability
- Monitoring and maintenance of all core and remote network elements, (Switches, Routers, Firewalls, Servers, etc)
- Ensure network connectivity throughout a company’s LAN/WAN infrastructure
- Administer Active Directory, Group Policy, servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
- Configuring and Tshoot Cisco and Mikrotik equipment (MT 1100 AH, MT CCR Series, MT 493, cisco 295x)
- Working with UniFi Wireless controller and Access Points
- Experience with Mikrotik’s Dude monitoring for remote branches
Working with Cacti, Nagios, Solar winds, Monitoring
EDUCATION
High School:
Medical assistant at SOU Gjorce Petrov Prilep, North Macedonia
Sep 2006 — May 2010
IT Academy for Network Administrator at SEDC, Seavus Educational & Development Center, Skopje, North Macedonia
Oct 2015 — Jun 2016
Courses:
1. Cisco IT Essentials
2. CompTIA Network +
3. Linux Basic
4. Configuring, Managing and Maintaining Windows 10
5. CCNA ICND1
6. 20410B: Installing and Configuring Windows Server 2012
7. 20411B: Administering Windows Server 2012
Licenses & certificationsLicenses & certifications
Installing and Configuring Windows Server 2012
Microsoft Credential ID Transcript ID:1197379 and Access Code:22591159
PERSONAL QUALIFICATIONS
Ability to work under pressure, pro-active, managing skills, self-motivated person, responsible and stable personality, professional, communicative, loyal, team player,adaptibility , accurate, broad-minded, flexible.
You can download the CV as a document below: