So, let's see what I've been through the years

Comac Medical
Sofia, Bulgaria

IT Service Desk

Feb 2025 - Present

I support around 350 people with their day-to-day IT needs – setting up new users, solving software and hardware issues, and keeping systems running smoothly. I handle everything from troubleshooting weird printer problems to onboarding new employees and making sure their tech works from day one.

Key responsibilities:
- Providing frontline IT support for 350+ employees, addressing all kinds of problems.
- Diagnosing and troubleshooting hardware & software issues, ensuring timely resolution and minimal downtime.
- Managing the OTRS ticketing system for efficient issue resolution.
- Conducting onboarding for new employees and IT setup.
- Documenting troubleshooting steps and solutions.

Postbank (Eurobank Bulgaria AD)
Sofia, Bulgaria

IT Service Desk (Levels 1 & 2)

Sep 2023 - Feb 2025

I was the go-to person when something stopped working for over 3,500 people — emails, passwords, printers, you name it. I set up user accounts, fixed bugs, and made sure everything IT-related ran like clockwork. When things got repetitive, I automated them with PowerShell. Jira kept me organized, and I kept the team running.

Key responsibilities:
- Provided technical support for 3500+ employees, resolving hardware, software, and network issues.
- Created, modified, and managed user accounts in Active Directory, Microsoft Azure, Teams, and Microsoft Office.
- Installed, configured, and troubleshot Windows, Office 365, printers, and peripherals.
- Automated tasks using Batch & PowerShell scripting.
- Trained users on new software and IT policies.
- I used the JIRA Service Desk for ticketing and issue tracking.
- Diagnosed and resolved technical problems, ensuring minimal downtime and high user satisfaction.
- Collaborated with cross-functional teams to escalate and resolve complex issues efficiently.
- Maintained accurate documentation of support processes and troubleshooting steps.
- Installed and configured operating systems, applications, and necessary updates on user desktops.
- Troubleshoot and repaired hardware issues, including PCs, peripherals, and networking devices.
- Monitored system performance and resource usage, ensuring optimal operation, and identifying potential issues.
- Set up and maintained backup systems to ensure data integrity and recovery options.
- Tracked hardware and software assets and managing licenses to ensure compliance.
- Regularly applied security patches and updates to software and operating systems.
- Creation VPN USB drives for remote work.

Flutter International
Sofia, Bulgaria

DevOps Academy Trainee

Apr 2023 - Jul 2023

Over the course of 12 weeks, I worked with some of the most up-to-date technologies in the DevOps world. All training was done on-site with some of the best speakers in their field and amazing professionals. Skills and technologies are: Amazon Web Services (AWS) · Continuous Integration and Continuous Delivery (CI/CD) · Agile Methodologies · Mac · Infrastructure as code (IaC) · Scripting · Python (Programming Language) · Containerization · Docker Products · ITIL · Git · Software Development Life Cycle (SDLC) · Linux · Networking

Key responsibilities:
- Infrastructure Setup and Configuration - Setting up and configuring infrastructure components such as servers, networks, and databases.
- Continuous Integration and Deployment - Support the implementation and maintenance of continuous integration and deployment pipelines.
- Monitoring and Troubleshooting - Monitoring system performance, identifying potential issues, and troubleshooting problems.
- Version Control and Configuration Management - Contribute to version control and configuration management practices, utilizing tools like Git.
- Collaboration and Communication with the other trainees and teachers.
- System Administration - Tasks such as provisioning, configuration, monitoring, troubleshooting, and ensuring the overall stability and performance of the system.

Ministry of Interior
Sofia, Bulgaria

Duty Manager (Police Officer)

Nov 2018 - Sep 2023

This role in law enforcement is a supervisory officer, who is responsible for the operational management of police teams during a shift. This role is crucial for coordinating resources, making critical decisions, and ensuring public safety.

- Manages ongoing operations, including deploying police units to incidents.
- Makes quick and effective decisions in crisis situations.
- Maintains contact with senior leadership and submits reports on incidents and operational actions.
- Ensures discipline, efficiency, and safety of officers during shifts.
- Works with witnesses, citizens, and other agencies to maintain security and order.
- Managed border security at airports & seaports.
- Profiled passengers, goods, and vehicles for border offenses.
- Led a team of 20+ officers, ensuring compliance and efficiency.
- Investigated and resolved law enforcement cases.

Food & Beverage Sector
Sofia, Bulgaria

Waiter & Bar Manager

Apr 2016 - Oct 2018

- Ensured operational efficiency and customer satisfaction.
Waiter:
- Welcoming and seating guests
- Taking orders and serving food and drinks
- Maintaining cleanliness in the establishment
- Issuing bills and handling payments
Bar Manager:
- Managing bar operations, inventory and staff
- Ensuring safety
- Customer service
- Managed staff schedules and hiring.