Daniel Yordanov Email & Phone Number

Plovdiv, Bulgaria

- Coordinates defined service levels, service agreements and coordinates the help desk operation.- Coordinates and evaluates processes to identify, track, escalate, resolve and report customer problems.- Adheres to defined standards and measures for quality and customer satisfaction requirements.- Analyzes and evaluates the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction- Implements technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.- Provides input and recommendations regarding business continuance issues and improvements to the operations of systems and processes supported.- Responsible for problem solving by applying the correct procedures and documentation and providing feedback according to SLA.- Responsible for maintenance regarding system configurations, procedures and securities- Responsible for testing and implementation of new modules and enhancements- Experience in Operating system installation, configuration, upgrade, and maintenance experience (Linux and Windows) - Understanding of OpenVZ, KVM, XEN HVM structure and operation- Networking and network services (Linux and Windows) configuration skills- Strong communication and interpersonal skills combined with Logical and Analytical Thinking- Problem solving and investigation with high accuracy- Ability to stay calm and focused under pressure- Time management and ability to deliver results on deadlines- Ability to manage and coach others- Ability to work both independently and cooperatively with others- Excellent understanding of web server related technologies such as Apache, Nginx, IIS, MySQL, SSH, RDP, MariaDB, MSSQL, SSL and mail server technologies such as Dovecot, Postfix and MailEnable- Excellent oral and written communication skills

Plovdiv, Bulgaria

- A proven track record in technical support and customer satisfaction positions- Experience of working in a Linux and Windows environment via command line- Extensive knowledge of the underlying principles of web hosting services in a Linux environment (web, email, SSL, DNS and IP addressing, firewalls/security)- Experience with software management in Linux and Windows (installing, upgrading components and packages via CLI and GUI)- Excellent communication skills (email, phone, chat) when dealing with clients, colleagues and management- Strong use of cPanel and Plesk software at an administrative level- Scripting knowledge (PHP, Perl, Bash/Shell, etc).- Knowledge of TCP/IP, networking, etc.- Expert background in Web Server (Apache, nginx), Mail, FTP, DNS, SQL, network under Windows and Linux- Understanding of networking and virtualization- In-Depth knowledge of Linux and Windows operating systems and underlying services- Strong analytical, debugging, and problem-solving abilities- Experience with CloudLinux OS- Knowledge of CDNs and various types of caching- Proficient in command-line operations (SSH), including WP-CLI- Proficient in creating well-structured HTML documents and implementing CSS from simple to more complex CSS techniques for styling- Familiar with basic PHP syntax and can understand how PHP code works within WordPress- Can make simple (and not so simple) modifications to existing PHP code snippets- Proficient in diagnosing and resolving WordPress issues using WP Debug, browser console errors, and other debugging tools- Skilled in optimizing WordPress websites according to Google Core Web Vitals and PageSpeed Insights- Working knowledge with supporting IP networking and DNS configurations (both internal enterprise configurations and external Internet domain configurations)- Knowledge with supporting various industry standard database technologies- Troubleshoot and investigate issues to identify the root cause of the problem

Orlando, Florida Area

- Transformed Customer Service and Sales representatives into Technical Phone Support Representatives through coaching, mentoring and training sessions- Supervised the CSAT survey marketing program of the company- Oversaw SLA metrics and identified opportunities for service improvement- Forecasted labor requirements and managed team schedules- Assisted VIP customers and more complex cases through a series of actions via phone, email, or ticket, until they’ve solved a technical issue- Escalated unresolved issues to appropriate internal teams (e.g. billing, web developers, marketing personnel, system administrators)- Prioritized and managed several open issues at one time and ensured all of them are properly logged- Documented technical knowledge in the form of templates, knowledge base articles and videos- Prepared accurate and timely performance and customer satisfaction reports- Administered Confluence, Wiki.js, Telzio, Jira, Asana, Slack and Google Workspace- Worked with various CRM, CMS, LMS and ERP systems- Operated and troubleshot via command line in Linux and Windows environments- Familiarized with SEO/SEM concepts

Orlando, Florida Area

- Expanded the Phone Support subdivision into a separate department- Planned, scheduled and executed performance improvement training sessions for the representatives by analyzing their feeble points- Established key principles in achieving SLA compliance within the teams- Conducted customer satisfaction surveys in collaboration with Marketing- Led by personal example, while providing on-the-spot feedback when appropriate- Improved the regular feedback delivery process- Advised employees concerning the resolution of more complex KYC cases- Enhanced technical knowledge by delving deeper into website troubleshooting and system administration

Orlando, Florida Area

- Evaluated phone, email, ticket and chat conversations followingcustomer satisfaction company standards- Supervised escalated customer service, sales, customer verification,customer retention and technical support cases as needed- Analyzed customer service statistics and designed performance improvementplans for employees- Planned and organized the creation of the new Technical Phone Supportsubdivision- Assembled and coached the initial set of members that would form theTechnical Phone Support subdivision- Refined the precision of information contained within the knowledge bases ofthe CS, Sales and Support teams

Orlando, Florida Area

- Coached new entry-level employees in the company's customer service policies, procedures and best practices- Conducted timely and constructive performance evaluations- Generated performance improvement plans based on pre-approved KPIs- Gathered and interpreted data on customer satisfaction- Analyzed employee performance data while creating reports for the company management team- Provided training and coaching support in KYC methodology to increase awareness throughout the Customer Service and Sales teams- Responsible for capturing, sharing and accessibility of knowledge assets for the Customer Service and Sales teams- Described the purpose of CentOS, WHM/cPanel, Softaculous, DNS, HTTP, SSL, HTTPS, SSH, FTP, FTPS, IMAP, POP3, MySQL, Apache, NGINX, LiteSpeed, CloudLinux and many popular PHP scripts when necessary

Orlando, Florida Area

- Identified cross-sell/up-sell opportunities, multi-line options for customers- Performed outbound calls for renewal, verification and customer retention purposes- Professionally answered a high volume of calls, chats and emails- Managed follow up calls and emails to customers promptly- Coached new hires on the system and standard operating procedures- Mentored new staff members on standard call center procedures application, tools and resources while speaking with customers- Explained concepts such as directories, databases, web servers, FTP clients, mail servers, mail clients and server control panels

Plovdiv, Bulgaria

- Worked with customers/employees to identify computer problems and advise on the solution- Updated self-help documents so customers/employees can try to fix problems themselves- Installed and configured computer systems and peripheral devices- Provided timely, accurate, competitive pricing on all completed prospect applications submitted for pricing and approval, while striving to maintain a maximum profit margin- Maintained accurate records of pricing, sales and activity reports submitted by account executives- Assisted account executives in preparation of proposals and presentations

Orlando, Florida Area

- Managed large amounts of incoming phone calls, chats and emails- Generated sales leads and upsold when given the opportunity- Explained web concepts such as DNS, IP, datacenters and servers- Performed CDD and EDD verification according to KYC procedures- Identified and assessed customers’ needs to achieve satisfaction- Provided accurate, valid and complete information by using the right methods/tools- Exceeded customer service sales targets as well as chat and call handling quotas- Analyzed customer complaints and provided appropriate solutions within the time limits - Followed up to ensure resolution with prospects- Kept records of customer interactions, processed customer accounts and filed documents- Followed communication procedures, guidelines and policies

Gatlinburg

- Started guests off with a positive initial experience at the front door- Greeted, seated, queued and paged guests, both walk-ins and reservations- Guided guests through the restaurant while explaining about the memorabilia that was displayed- Answered questions accurately and politely- Maintained a clean and organized waiting area- Answered the phone to make reservations or provide instructions- Directed guests to areas and restrooms- Provided security for co-workers, guests and celebrities - Performing opening, closing and side duties – cleaning glass, polishing brass, sweeping and vacuuming the floor, wiping menus, restroom maintenance, etc. - Entertained guests to create “Raving Fans”

College Degree, Computer Systems Networking, 6 (On A Scale Of 1 To 6)

In the course of study the main focus was on subjects such as: - Basic programming in C and C ++ - Web development and design with HTML.

Bachelor'S Degree (Not Completed), Linguistic And Informational Technologies (English And German), 5 (On A Scale Of 1 To 6)

Activities and Societies: Table tennisThe specialty's main objective is providing the students complex knowledge in two foreign languages.

High School Diploma, Industrial Electronics Technology / Technician, 5 (On A Scale Of 1 To 6)

Activities and Societies: Debate Team, Student CouncilPrincipal subjects / occupational skills covered: Economics, Information.