Summary
Overview
Work History
Education
Skills
Certification
Languages
Projects
Languages
Timeline
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Martin Zarev

Martin Zarev

Sofia

Summary

Dynamic Technical Support Engineer with proven expertise at HCL Tech in network troubleshooting and customer support. Adept at resolving complex issues and enhancing system security through effective firewall management. Recognized for delivering timely solutions and fostering collaboration, driving significant improvements in service delivery and client satisfaction.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

HCL Tech
Sofia
12.2024 - 05.2025
  • Delivered Level 1 and Level 2 technical support for internal and external customers, resolving incidents and requests via ServiceNow (SNOW) and other ticketing systems.
  • Supported and administered cloud environments in AWS and Microsoft Azure, including basic resource deployment, user access, and monitoring.
  • Performed basic firewall troubleshooting (port openings, rule review, traffic monitoring) to maintain network connectivity and security.
  • Created, implemented, and managed digital certificates for applications and servers, ensuring secure connections and compliance.
  • Provided remote support to clients via screen-sharing and remote access tools, diagnosing and resolving issues in real-time.
  • Collaborated with cross-functional teams to investigate and troubleshoot incidents, providing root cause analysis and timely resolutions.
  • Documented technical procedures and updated knowledge base articles for internal staff and end-users.
  • Supported and administered SaaS and on‑prem services, ensuring availability, scalability, and security across environments.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.

Mentee at IBM

IBM
Sofia
10.2023 - 05.2024
  • Actively participated in IBM's mentorship program, aimed at fostering professional growth and skill development through guidance and hands-on learning within a collaborative environment.
  • Worked alongside an experienced mentor to develop technical skills, strategic thinking, and a strong foundation in industry knowledge, gaining practical exposure to IBM's core technologies and methodologies.
  • Contributed to a knowledge-sharing culture by actively engaging in discussions on best practices, company tools, and client interaction strategies.
  • Enhanced personal and professional growth by gaining insights into IBM's work culture, technological landscape, and approaches to building client-driven solutions.

Education

Bachelor in Telecommunications - Telecommunications

Technical University of Sofia
Sofia
09-2025

Masters in Cyber Security - Cyber Security

New Bulgarian University

High School Degree -

Foreign language School "Dr. Petar Beron"

Skills

  • Network troubleshooting
  • Firewall management
  • Technical support
  • Problem solving
  • Technical troubleshooting
  • Ticket queue software
  • Networking fundamentals
  • Customer support
  • Network engineering
  • Remote support
  • Escalation support

Certification

  • CCNA: Introduction to Networks v7.02(ITN)
  • CCNA: Switching and Wireless Essentials v7.02(ENSA)
  • Cyber Security Course(Udemy)

Languages

Bulgarian-Native, English-Fluent (C2), German - Beginner (A2)

Projects

Database Project https://docdro.id/w9SeVhb

Languages

English
Professional
German
Elementary

Timeline

Technical Support Engineer

HCL Tech
12.2024 - 05.2025

Mentee at IBM

IBM
10.2023 - 05.2024

Bachelor in Telecommunications - Telecommunications

Technical University of Sofia

Masters in Cyber Security - Cyber Security

New Bulgarian University

High School Degree -

Foreign language School "Dr. Petar Beron"

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