Experience

WPX.net

• Bulgaria
• IT Services and IT Consulting
• 1 - 100 Employee

• SecOps

  • Apr 2022 - Present

  The main responsibility of the position is to monitor the overall health of our servers.That includes the work of solutions for our clients when it comes to high CPU or MySQL usage.Cleaning up malware from our client's websites, taking measures to prevent it in the future, and also providing a piece of specific information to our client on how to keep his sites as safe as possible for the future in the world of WordPress.Optimization of WordPress-based websites is also included, we're working on optimizing the overall requests of the site and also setting the correct caching headers, testing different solutions, and providing the best outcome to our clients.Working on automatic internal procedures with Bash and ClamAV that are managed in GitLab.Research and improvement (sometimes development) on internal tasks connected to client issues and performance issues that can be met with clients and on-prem servers/services. Show less

• Technical Support Shift Lead

  • Jun 2021 - Mar 2022

  The main responsibilities on the job is consisting of managing a team that is constantly growing in numbers. At the start of my journey, the teams consisted of five people each. Currently, the teams are all up to 9.The skills needed are people management and different approaches depending on the colleague in the team. To motivate them in the field of work to grow and work more efficiently.Multitasking and having a responsibility not only for the team but for the servers. If an issue occurs, it needs to be investigated and fixed if possible without the intervention of a system administrator.If help is needed and the server is not stable, the specific system administrator on shift needs to be notified on time in order to take action and avoid downtime.Continue the technical training of new colleagues that are in your Team and manage the tasks during the shift (both tickets and chats), to distribute them accordingly depending on the case difficulty and the colleague's experience, and admin rights.Soft skills consist of developing the Team into a well-working "machine" in order to have a proper workflow.Giving constant feedback to colleagues on how they can construct their answers to different clients, and how to approach different and specific cases. The feedback itself is done in internal private chats or via report.The last responsibility of the Shift Lead is to write a report that explains the shift and how it went, including the overall performance of the colleagues, possible server issues, and suggestions that can improve the overall work of the Department. Show less

• Senior Technical Support Specialist

  • Sep 2020 - Jun 2021

  The job consists of communicating with potential and current hosting clients via LiveChat or a Ticket system(emails). The skills consisted of researching all possible issues related to the customers hosting questions, and providing a simple and understandable solution.The responsibilities of this position are more and having access to our Billing System/ admin rights to the LiveChat system, Hosting service system admin rights.They consist of managing clients' hosting services - canceling/unsuspending or activating them. Creating new invoices for specific hosting services we provide and activating/canceling ones depending on the case.Managing Virtualmin integrated system for all of our servers connected to internal system APACHE and clearing mail queues, writing and informing clients regarding Copyrights Claims, billing, and domain questions.Access to Domain system and managing domain registration/ VAT numbers and registration.Taking on Team Lead shifts if needed and depending on experience, and positive feedback from the management. Show less

• Technical Support Specialist

  • Sep 2019 - Sep 2020

  The job consists of communicating with potential and current hosting clients via LiveChat or a Ticket system(emails). The skills consisted of researching all possible issues related to the customers hosting questions, and providing a fast and simple, understandable solution.Everything you do is checked by a more senior colleague in the team and constant feedback is given from him or the management itself.