Marina Todorova

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Application Support Engineer

Sherpas Design

Oct 2024 - Current (1 year 9 months)

Assisting Shopify merchants with technical inquiries, troubleshooting, and best practices for SEO optimization and store localization. Reviewing and guiding users through app configurations to ensure optimal setup. Collaborating with internal teams to improve app functionality based on user feedback.

Head of Support

NitroPack

Jul 2023 - May 2024 (11 months)

Managing the overall support operations. Develop and implement support strategies, policies and procedures to improve efficiency, effectiveness and customer experience. Providing leadership, guidance, and mentorship to the team. Establishing, monitoring and analyzing KPI's to assess performance. Leading initiatives to enhance support processes, systems, and tools to streamline operations and meet evolving customer needs. Serve as the primary escalation point for complex customer issues. Collaborate with other departments to advocate for customer needs and drive product improvements. Manage the recruitment, onboarding and development of support team members.

ical Support Team Lead

NitroPack

May 2022 - Jul 2023 (1 year 3 months)

Monitoring the performance of my dedicated Technical Support team. Training and mentoring of new colleagues in the team. Monitoring team KPIs. Updating training and internal wiki documentation. Responsible for creating the monthly shift schedule and ensuring enough coverage, dealing with shift substitutions. Dealing with case escalations. Performing quality control and feedback to colleagues. Performing evaluation of team members. Participating in the recruitment and leading the interview process of new members.

ical Support Engineer

NitroPack

Dec 2020 - May 2022 (1 year 6 months)

Providing Level 2 support to clients involving the product, resolving complex issues, and troubleshooting. Communicating with customers through a ticketing system - Intercom and ZenDesk. Mainly dealing with complex issues involving the product, WordPress, and OpenCart.

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ical Support Engineer

Fixed.net

Aug 2020 - Dec 2020 (5 months)

Troubleshooting any kind of CMS issues within WordPress (less often Prestashop and OpenCart) Working on design issues with HTML & CSS (some PHP if needed for functionalities) Resolving email / DNS issues Optimizing websites in terms of speed and improving GT Metrix / PageSpeed Insights (Lighthouse) scores Resolving any malware issues

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Senior Technical Support - Team Lead

WPX

Feb 2018 - Jul 2020 (2 years 6 months)

Supervising the team's communication with clients over live chat and support tickets; how they handle different issues. Further training new employees in my team. Providing feedback and performance reviews to my team. Assisting and controlling the load distribution. Dealing with case escalations. Monitoring server performance via Nagios and server-based statistics. Monitoring the escalation of cases to our different departments - Management, System administrators, Marketing, etc.

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rity / Optimization Expert

WPX

Mar 2017 - Feb 2018 (1 year)

Manual malware removal and scanning Website security analysis Website security hardening Working with ClamAV & mod_security Investigating & solving website speed issues Performing on-page website optimizations Monitoring servers & individual accounts for CPU/MySQL load via SSH and Nagios Troubleshooting WordPress & other CMS issues Communicating with clients

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ical Support Specialist

WPX

Oct 2015 - Mar 2017 (1 year 6 months)

Providing technical support to customers over Ticketing system and LiveChat from all over the world; Troubleshooting issues related to the web server configuration; Troubleshooting WordPress-related issues. Work on a 24/7 shift rota including day, weekends, and night; Create and update articles in hosting's Knowledge Base; Create and update articles in the internal wiki; Deep Knowledge of WordPress' functionality; Extensive work with Linux Shell;

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