Dimitar Todev Email & Phone Number

Plovdiv, Bg

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:• React;

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 Division, Account Management, and Second Level Support teams).;• 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.