Curriculum Vitæ

Personal details

Email: nmitreski89 (at) gmail.com

Driver's license: B-category

Summary of qualifications

Bringing over 15 years of cross-platform systems administration experience, I have a proven track record in analyzing, designing, installing, and maintaining hardware, software, peripherals, and networks. My adept troubleshooting skills extend to migrations, network connectivity, and virtualization, ensuring seamless operations.

I thrive on building strong relationships. Whether it’s with my co-workers, management, or end users, I believe in fostering an environment of collaboration and mutual respect. This of course comes very helpfull with my current position as a technical support team lead, where I lead team of technical support professionals, guiding them to deliver top-notch assistance.

As a proactive and innovative individual, I thrive in taking initiative and require minimal direction once tasks are assigned. With excellent communication and problem-solving abilities, I am well-equipped to drive success in any technical environment.

Work experience

Hornetsecurity GmbH

Technical Support Team Lead (March 2022 - Present)

Currently leading a team of technical support specialists, providing exceptional customer service and ensuring team availability.
Driving team performance through monitoring of KPIs such as customer satisfaction, service level agreements, and availability.
Continuously coaching, training, and managing the skillset of new and existing team members to drive their success and ensure the highest level of customer support.
Maintaining a well-lubricated and happy team through ongoing one-on-one meetings and performance evaluations.
Facilitating team member skill progression and yearly performance evaluations to drive their career growth.
Managing minimum staffing levels, reviewing l veave requests, and providing feedback to management to continuously improve team skills and procedures.

Hornetsecurity GmbH

Senior (T2) Technical Support Engineer March 2021 - March 2022

Review escalations before approving for Development
Mentor and train technical support staff on technical and procedural matters
Monitor and log all client communications, processing requests, and documenting changes
Test and develop resolution plans for technical problems and communicating needs to customers and supervisors
Ensuring the tickets are maintained to a high standard
Provide feedback to management regarding the team

Altaro Software

Technical Support Shift Leader (October 2019 - March 2021)

Ensuring the cases are maintained to a high standard & assign/re-assign tickets to active staff to ensure they are handled in a timely fashion
Ensuring team availability
First line of escalation to handle high-temperature customers & critical issues
Mentor team through creating high-quality escalations and handovers
Help team members with difficult cases prior to escalation
Provide feedback to management regarding the team

Altaro Software

Techical Support Engineer (February 2018 - October 2019)

Dealing with incoming incidents via email, phone, live chat and remote sessions.
Ability to adapt quickly and find the issue/solution in timely manner.
Researching and troubleshooting customer problems and inquiries in relation to Altaro VM Backup and Replication (Networking , VMware vSphere, Hyper-V, Windows Server, VSS, SAN, NAS).
Proactively staying up to date with all the latest technologies concerning Altaro’s products and the underlying technologies.
Updating assigned cases in a timely manner.
Helping Sales team with technical questions during meetings.
Fortify client relationships focused on 100% customer satisfaction and excellent communication.
Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool.
Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers.
Perform troubleshooting and analysis, including log file advanced investigation.
Troubleshooting support requests, including running tests, adjusting configuration of supported products or underlying systems, installing updates and patches.
Interacting with QA and development team regarding reporting issues/bugs and working on improvement of the software.
Configuring product in the customer’s environment, describing product requirements and features.
Experienced with various technologies including VMware ESXi, vCenter, Hyper-V, Microsoft Office 365, Microsoft operating systems (WS2008, WS2008R2, WS2012, WS2012R2, WS2016, WS2019), Linux-based operating systems, Microsoft products (Exchange, SharePoint, SQL, Active Directory), network-attached storages (Synology, QNAP), Altaro VM Backup (6.x, 7.x, 8.x), and Altaro Office365 Backup.

InTec System

IT Support Engineer - October 2011 - January 2018

Providing professional assistance to internal and external customers having hardware and software-related problems with their supported server, desktop, laptop or peripherals.
Preforming day to day support for Fujitsu/IBM products, supporting whole range of storage and servers. Installation, troubleshooting, parts exchanging etc.
Project installation of new servers with Windows Server OS, configuring the roles on servers depending on their function in infrastructure.
Experience in troubleshooting and repairing Xerox printers, scanners and multifunction devices.
Providing technical support for supported servers, desktops, laptops, printers, and peripherals.
Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
Installing, supporting and troubleshooting approved desktop software.
Performing planned maintenance, moves, adds and changes.
Providing support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
Creating and maintaining images for standard systems.
Recommending hardware and software solutions, including new acquisitions and upgrades.
Using skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures.
Troubleshooting and resolving internal LAN incidents.
Providing Case status updates to management and end-users.
Participating in training programs designed to educate customers about basic and specialized applications.
Assessing day-to-day activities to minimize customer down-time and ensure customer satisfaction.

ALSA Net

Service Engineer - April 2009 - September 2011

Administering and troubleshooting Windows 2003 server (user accounts, shares & security permissions etc…)
Installing, configuring, and maintaining network infrastructure, peripherals, cabling, and equipment according to company requirements.
Designing, implementing, and maintaining enterprise network components in alignment with company strategy.
Monitoring network components for successful communication and ensuring availability.
Performing timely analysis for repairs or replacements.
Configuring and troubleshooting routers (Netgear, Linksys, ZyXEL) and switches.
Troubleshooting Microsoft Windows and Outlook issues, configuring Outlook accounts, and creating new accounts for users.
Monitoring network performance and providing network statistics.
Installing Windows operating systems, device drivers and accompanying software depending on the user needs
Managing, maintaining and troubleshooting network-related issues, including printers and internet connectivity.

Qualifications

MANAGER INSTITUT - The path to leadership
Altaro VM Backup Advanced Certification
IBM - Servicing IBM FlashSystem Highend System Storage 900, v9000
IBM - Servicing IBM Storwize Midrange System Storage v5000, v7000
IBM - Servicing IBM Storwize Entry System Storage V3500, V3700
Konica Minolta OUTWARD - Associate
Fujitsu Certified PRIMERGY Expert Maintenance Engineer (CPEME)
Fujitsu Certified PRIMERGY Senior Maintenance Engineer (CPSME)
Fujitsu Certified PRIMERGY Maintenance Engineer (CPME)
Fujitsu Certified ETERNUS Maintenance Engineer (CEME)
Fujitsu Certified Deskbound Maintenance Engineer (CDME)
Fujitsu Certified Mobile Maintenance Engineer (CMME)
Microsoft Certified Solutions Associate: Windows 7
Microsoft Certified IT Professional: Enterprise Desktop Support Technician on Windows 7
Microsoft Certified Technology Specialist: Windows 7, Configuration
ZyXEL Certified Network Engineer Security Level 1
ZyXEL Certified Network Professional in Security Level 1000
ZyXEL Certified Network Professional in Wireless LAN Level 1000

Education

University American College - Skopje

Bachelor of Science with Major in IT Management

Interests

Alongside my professional pursuits, I have a keen interest in electronics and occasionally tinker with hardware projects. I find satisfaction in exploring home automation solutions and enjoy experimenting with DIY setups.

Outside of tech, I unwind by immersing myself in movies, music, and books.

Gaming on both PC and PS4 is another hobby I indulge in, finding it a great way to relax and unwind after a busy day. These diverse interests provide a balanced perspective and enrich my life both personally and professionally.

You can download printable copy of my CV here.