Resume

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 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

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: