Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
Generic

Tedi Kosovrasti

Raleigh,NC

Summary

Result-oriented Sr. Technical Support Manager with over 5 years of leadership in overseeing day to day technical customer success and support operations, team development and internal infrastructure. Highly customer oriented with a focus on delivering top-tier technical support through an Agile approach. Eager to communicate and celebrate team achievements, highlighting current exceptional satisfaction metrics (as of Sep 2024):


CSAT=8.94 (range 0 to 10), NPS=68.17 (range -100 to 100)

Overview

9
9
years of professional experience

Work History

Senior Technical Support Manager

CData
01.2023 - Current
  • Oversee global support for the Drivers business line (75% of company's volume), managing technical support engineers and team leads
  • Maintain a proactive approach and managed a team with 10+ members and global managers, offering one-on-one guidance to help them effectively resolve cases and enhance their technical expertise
  • Oversee trends, escalate critical issues, and update the Global team
  • Track KPIs, CSAT, and NPS metrics
  • Create continuous improvement plans from analyzing support trends while providing valuable feedback to engineering, product, and sales teams
  • Led the interview process on new hires on the technical team
  • Re-valuated and continually enhanced training materials ensuring delivery of most up-to-date information
  • Conducted continuous 1-1 evaluations of team members' performance to identify candidates for promotion or areas for improvement
  • Able at adapting technical jargon, and regularly present feedback and innovative ideas to the Leadership Team
  • Collaborated closely with Global Technical Support Managers, Engineering, Pre-Sales, Sales, Product, and Marketing teams to ensure seamless coordination and effective communication.

Technical Support Team Lead

CData
12.2018 - 12.2022
  • Acted as the main liaison for ticket escalations among cross-company teams and customers, ensuring timely resolution and efficient support
  • Led regular team meetings to discuss ongoing and pressing customer issues
  • Developed training materials for new team members, ensuring they were equipped with necessary knowledge of internal policies and practices
  • Monitor and track important telemetry data as well as key customer satisfaction metrics (these are crucial indicators for pinpointing problematic areas and improving overall customer experience.)
  • Active participation during interviewing process for potential technical candidates
  • Assessed the performance of team members and oversaw team's PTO calendar to guarantee SLA terms (redistributed and delegated tickets / issues as needed among the global team)
  • Troubleshoot data integration issues for CData's 250+ different connectors, ensuring seamless integration for the end-user.

Technical Support Engineer

CData Software
02.2018 - 11.2018
  • Setup test environments and data access tools to match customer use cases to help troubleshoot highly technical issues. Setup debug projects to troubleshoot low-level coding issues.
  • Write and publish troubleshooting articles.
  • Proficient in reading and writing code to solve basic problems in Java and/or C#.
  • Increased overall performance and reduced turnaround time by 20% after implementing an internal scripted automated PowerShell template for Outlook.

Software Developer

CData Software
11.2015 - 01.2018
  • Collaborated on various stages of system development lifecycle from requirements gathering to production releases
  • Designed reusable and reliable code for use within distributed on-premise and cloud environments
  • Built and wrote NUnit / JUnit tests for SaaS, Big Data, On-prem SQL, and NoSQL Data Connectors.

Education

Bachelor of Arts - Mathematics And Computer Science

American University in Bulgaria
Blagoevgrad, Bulgaria

Skills

RDBMS: SQL Server, MySQL, Postgres, Oracle

ETL / ELT: Data Replication, CDC, Integration Services (SSIS)

Languages: JAVA, C#, Python, SQL

APIs & Web Services: Web APIs, OData, REST(ful), SOAP, JSON, XML

File based: AWS S3, AVRO, CSV, Parquet

IDEs: Visual Studio, Eclipse, IntelliJ, SSMS, Android Studio

Frameworks: NET / NET Core, JDBC, ODBC, Docker

Profiling tools: PerfView, ProcDump, Procmon

Networking: Fiddler, Postman, Wireshark

Auth Mechanisms: OAuth 20 Standards, SSO (Okta, SAML), AzureAD, OAuthJWT

Reporting and BI Analysis: SSAS, SSRS, Tableau, Power BI

Cloud Deployment: AWS (Glue), Azure/ADF, SaaS, PaaS

CRM & ERP: Salesforce [Lightning] / Service Desk, Dynamics CRM, NetSuite, SAPERP, S/4 HANA (Cloud), Workday

BigData & NoSQL: MongoDB, Snowflake, Google BigQuery, Redshift

Collaboration: Azure DevOps, JIRA, Confluence, Office 365, Sharepoint

Languages

English
Full Professional
Albanian
Native or Bilingual
Italian
Professional Working
Spanish
Limited Working

Interests

  • I am a big aviation enthusiast and I love talking about anything relating to it
  • I enjoy watching and playing basketball and football (soccer)
  • Hobbies: skiing, scuba diving, and skydiving

Timeline

Senior Technical Support Manager

CData
01.2023 - Current

Technical Support Team Lead

CData
12.2018 - 12.2022

Technical Support Engineer

CData Software
02.2018 - 11.2018

Software Developer

CData Software
11.2015 - 01.2018

Bachelor of Arts - Mathematics And Computer Science

American University in Bulgaria

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Tedi Kosovrasti