Dimitar Todev Email & Phone Number

Bulgaria

Bulgaria

• I completed a comprehensive Software Engineering program at DraftKings. As part of the course project, I developed a standalone application utilizing the following technologies:BE stack:
• C# /.NET;
• SQL;
• Mongo DB;
• Kafka;
• RabbitMQ;FE stack:

• As a Zendesk Admin at DraftKings, I was responsible for managing and overseeing five Zendesk instances. My role included:
• Developing complex ticket logic flows using triggers and automations, ensuring seamless transitions and future reporting of customer issues across the entire Global Tech Support teams (B2B & B2C Tech Support, Trading.
• Maintaining the integration between Zendesk and JIRA, as well as Slack, including managing custom notifications;
• Writing scripts to hide/show specific Customer Portal content according to a role-based access;
• Designing, building, and supporting a variety of reporting dashboards in both Zendesk and JIRA to facilitate data analysis for management and business needs;
• Managing internal and external account data, along with overseeing access and workflow permissions.

• As a Support Shift Manager at SBTech, I was responsible for:
• Managing a team of 15 people during shifts, distributing tasks, performing quality assurance, and continuously monitoring the proper operation of a Sportsbook & iGaming web application;
• Reporting any technical issues affecting the product and actively participating in live-channel communications with technical and development teams during ongoing incidents;
• Regularly utilizing various systems, such as Zendesk, JIRA, Kibana to ensure transition of information from end customers to Engineering teams and back.

• Being a Customer Support Representative I was involved in:
• Providing both customer and technical support for users of Sportsbook & iGaming web service operating across a couple of different legislations and regions;
• Performing a wide variety of user account operations using an internal software based on requests and tasks;
• Maintaining a world-class standard of customer support experience;
• Mentoring new people in the team to ensure proper on-boarding & knowledge transfer.