Denis Iliev

Experience

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  Fraport Bulgaria

  Apr 2017 - Oct 2019

  Airport Security X-RAY MACHINE OPERATOR

  As an Airport Security X-Ray Machine Operator at Fraport - Burgas Airport, I was responsible for ensuring the safety and security of passengers and their belongings during the summer season. I performed thorough security checks using X-ray technology and metal detectors, maintaining a high level of vigilance to detect any potential threats.Key Responsibilities:• Conducting security control of passengers and their luggage using X-ray machines and metal detectors.• Verifying travel and identity documents to ensure compliance with airport regulations.• Ensuring the correct functioning of the throughput mode, optimizing the flow of passengers while maintaining effective security measures.• Collaborating with a team of security professionals to maintain a secure and efficient screening process.• Adhering to strict operational guidelines and protocols to meet aviation security standards.• Providing exceptional customer service by answering passenger inquiries and addressing any concerns related to the security screening process.• Actively participating in ongoing training and development programs to enhance knowledge of security procedures and emerging threats.By effectively executing these responsibilities, I contributed to the overall safety and smooth operation of the airport security process, fostering a safe environment for all passengers and staff. Show less

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  NetInfo

  Sept 2020 - Sept 2024

  As the Head of the Technical Support Specialist team at "Net Info" EAD, I am responsible for leading and managing a small group of highly skilled professionals who provide technical support for the company's products. I oversee the team's activities and ensure the delivery of exceptional customer service while maintaining a high level of technical expertise.Key Responsibilities:• Lead, mentor, and manage a team of Technical Support Specialists, providing guidance, support, and fostering a collaborative and positive work environment.• Develop and implement effective strategies and workflows to optimize the team's performance, ensuring efficient issue resolution and customer satisfaction.• Coordinate and prioritize team activities, including monitoring system performance, handling user inquiries, and troubleshooting technical issues.• Act as a primary point of contact for escalated customer inquiries and complex technical issues, utilizing advanced problem-solving skills and technical knowledge to provide resolutions.• Collaborate closely with cross-functional teams, including developers and product managers, to drive product improvements based on user feedback and insights gathered by the team.• Monitor and assess team performance, conduct regular performance evaluations, and provide constructive feedback and coaching to ensure continuous growth and development.• Stay up-to-date with industry trends and emerging technologies, fostering a culture of continuous learning within the team.• Develop and maintain documentation, knowledge bases, and best practices to enable efficient issue resolution and enhance the team's technical capabilities.By effectively managing the Technical Support Specialist team, I contribute to the overall success of the company by delivering exceptional technical support services and driving continuous improvement in customer satisfaction and product performance. Show less As an IT Operations Specialist at "Net Info" EAD, I played a vital role in supporting law enforcement agencies, courts, and national security entities by providing them with necessary information about users utilizing Net Info services. During my 3-month assignment, I diligently monitored the accuracy and compliance of users' personal data with the regulations outlined in the General Data Protection Regulation (GDPR). Based on the veracity of the data, I facilitated appropriate access for authorized parties.Key Responsibilities:• Assisted law enforcement agencies, courts, and national security entities by providing them with relevant information regarding users utilizing Net Info services.• Monitored and ensured the correctness of users' personal data in accordance with the regulations set forth by the General Data Protection Regulation (GDPR).• Verified and validated user information to determine its accuracy and authenticity.• Facilitated access to authorized parties based on the compliance and veracity of the provided personal data.• Collaborated with internal teams, including legal and compliance departments, to ensure adherence to data protection regulations and privacy policies.• Maintained strict confidentiality and integrity when handling sensitive user information.• Kept abreast of the latest developments in data protection laws and regulations to ensure compliance and suggest necessary improvements to internal processes.Throughout my assignment, I demonstrated a strong commitment to data protection and privacy laws while effectively supporting law enforcement agencies, courts, and national security entities in their endeavors. Show less As a Technical Support Specialist at "Net Info" EAD, I played a crucial role in ensuring the seamless operation of the company's products. With a strong focus on customer satisfaction and technical expertise, I effectively resolved issues and provided prompt assistance to users.Key Responsibilities:• Monitored and maintained the functionality of the company's products, promptly identifying and addressing any system anomalies or errors.• Implemented strict protocols and followed established procedures when encountering system issues, swiftly taking appropriate actions to resolve problems.• Acted as the primary point of contact for users, effectively communicating and troubleshooting their concerns and challenges related to the company's products.• Provided exceptional customer service by delivering accurate and timely technical support, assisting users in maximizing their experience with the company's products.• Documented and tracked user inquiries, ensuring comprehensive and efficient issue resolution.• Collaborated closely with cross-functional teams, including developers and product managers, to relay user feedback and contribute to product enhancements and improvements.• Proactively identified recurring issues and patterns, providing insights and recommendations to improve the overall product performance and user experience.• Kept abreast of industry trends and emerging technologies to enhance technical knowledge and stay up-to-date with product advancements.Throughout my tenure, I demonstrated a proactive approach, strong problem-solving skills, and excellent communication abilities, resulting in enhanced customer satisfaction and the smooth functioning of "Net Info" EAD's products. 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  • Technical Support and Service Quality Manager

    Nov 2022 - Sept 2024

  • IT Operations Specialis

    Aug 2022 - Nov 2022

  • Technical Support Specialist

    Sept 2020 - Aug 2022
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  BOX NOW Bulgaria

  Sept 2024 - now

  • Technical Support and Service Quality Manager

    Nov 2024 - now

  • Technical Support Specialist

    Sept 2024 - Nov 2024