Dian Toshev Email & Phone Number

Sofia, Sofia City, Bulgaria

Sofia City, Bulgaria

An intensive training on a number of front-end technologies, with practical approach focused on real-life, job-related tasks

Bulgaria

- Primary point of contact for Technical Support Engineers for more complex issues- Primary point of contact for Support Account Managers, higher support tiers, different support team Geos- Assisting support engineers with log analysis, troubleshooting and providing action plans for resolution of technical issues / escalations- Preparing detailed bug reports and escalating bugs to Engineering- Keeping track of individual engineers' areas of improvement and delivering mentoring / upskilling sessions on various technologytopics- Contributing to internal knowledge base, by writing solution-driven technical documentation

Sofia City, Bulgaria

- Primary Technologies: Hardware / ONTAP OS / NAS protocols /CIFS/SMB, NFS/- Secondary Technologies: Data Protection / MetroCluster / SAN- Troubleshooting complex issues related NetApp's system portfolioand assisting customers over email / phone / chat- Diagnosing hardware related issues with NetApp's systems - identifying faulty components and providing resolution actions and action plans for various part replacement procedures- Coordinating with logistics and on site engineering teams during on site replacement activities- Delivering timely and consistent results on a multi-metric performance scale; continuously expanding technical knowledge to adequately support the product portfolio of NetApp solutions

Sofia City, Bulgaria

- Assisting Frontline Engineers with technical guidance on Skype for Business and Microsoft Teams technologies- Collecting and analyzing logs /UccApi, SIP, Network tracing logs/ related to technical issues and providing relevant action plans, driving issues to resolution- Preparing detailed bug reports and escalating bugs to higher tiers of support- Participating in technology upskilling sessions and continuous discussions with Senior Escalation Engineers for the Skype for Business and Microsoft Teams technologies- Preparing and delivering trainings to Frontline Engineers on Microsoft Teams and Skype for Business- Handling complex cases and participating in remote sessions with customers and Frontline Engineers to facilitate issue resolution and drive higher support satisfaction

Sofia City, Bulgaria

- Primary Technologies: Skype for Business & Microsoft Teams- Secondary Technologies: Exchange Online, Active Directory and Identity, SharePoint Online- Working exclusively with Microsoft Premier Enterprise customers- Collaborating with Senior Escalation Engineers, Technical Account Managers and Incident Managers on aligning efforts to resolve technical issues- Troubleshooting complex issues with customers over remote sessions/phone/email and providing technical guidance on deployment or applying fixes- Delivering timely and consistent results on a multi-metric performance scale; continually expanding technical knowledge to adequately support the product offering of Office 365- Delivering timely and excellent customer service to Microsoft Office 365 customers

Sofia City, Bulgaria

- Provided technical expertise and business consultancy to newcustomers - adoption, environment setup- Adopted the role of a dedicated account manager during customers’trial period with the account, in order to enhance deploymentexperience- Assisted new customers with initial account setup and advised on themost suitable product, depending on business needs- Delivered training sessions to fellow engineers focused on technicalupskilling and better understanding of product features andcapabilities