Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
Technologies
Technologies
Hi, I’m

Tedi Kosovrasti

Sr. Manager, Technical Support Team

Summary

  • Hardworking individual. Very result and customer oriented.
  • Focuses to deliver world class technical support internally and externally via an Agile approach.
  • Effectively manages global team of 25+ using proactive communication and resourceful approach to problem-solving.
  • Insightful Technology Manager with 3+ years of Technical Leadership experience including oversight of internal infrastructure, technical documentation / knowledgebase and troubleshooting.
  • Great communication skills and able to adapt the technical jargon. Present and report feedback and new ideas to the Leadership Team.
  • Experienced in directing and analyzing technical operations, maintenance and support of complex systems.

Overview

11
years of professional experience
5
Languages

Work History

CData
Chapel Hill, NC

Senior Technical Support Manager
01.2023 - Current

Job overview

  • Maintained proactive communication with team members and other global managers offering one-on-one guidance to help them effectively resolve cases and enhance their expertise.
  • Oversaw global support for the Drivers business line (75% of company's volume), managing a team of technical support engineers and support team leads.
  • Led regular team meetings to discuss and address ongoing customer tickets, ensuring alignment and collaboration among team members.
  • Led the interview process on new hires.
  • Oversaw trends, escalated class issues, and updated the Global team on various notices.
  • Tracked KPIs, CSAT, and NPS metrics. Created continuous improvement plans from analyzing support trends while providing valuable feedback to the engineering, product, and sales teams.
  • Revaluated and continually enhanced training materials ensuring delivery of most up-to-date data.
  • Conducted continuous 1-1 evaluations of team members' performance to identify candidates for promotion and / or areas for improvement.
  • Collaborated closely with the Global Technical Support, Engineering, Pre-Sales, Sales, and Product Management teams to ensure seamless coordination and effective communication internally and externally.

CData
Chapel Hill, NC

Technical Support Team Lead
01.2022 - 12.2022

Job overview

  • Served as the primary internal point of contact for ticket escalations between cross-company teams and customers, ensuring prompt resolution and effective support.
  • Led regular team meetings to discuss ongoing and pressing customer issues.
  • Developed training materials for new team members, ensuring they were equipped with the necessary knowledge of internal policies and practices.
  • Evaluate team members' performance.
  • Active participation during the interviewing process for potential candidates.
  • Manage the team’s PTO calendar to ensure we have adequate coverage for support and redistribute tickets as necessary when people are out of the office.

CData
Chapel Hill, NC

Senior Support Engineer
06.2020 - 12.2021

Job overview

  • Give guidance and mentor junior members on the team.
  • Escalated ongoing support issues to higher management in the Engineering Department, ensuring timely and appropriate attention and resolution.
  • Monitored support trends, identifying areas that required increased attention from the engineering or product teams and proactively communicating these insights.
  • Provided well-written and comprehensive responses to support members and customers, adapting the language and technical complexity to suit their specific needs.
  • Successfully troubleshooted data integration issues for CData 250+ drivers, ensuring seamless integration and functionality.
  • Familiarity with intermediate and advanced industry-standard troubleshooting tools such as Fiddler, WireShark, PerfView, and other memory/CPU profiling tools.

CData
Chapel Hill, NC

Technical Support Engineer
12.2018 - 05.2020

Job overview

  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Debugging, fixing bugs, testing, and QA on 250+ data sources.
  • Set up test environments on multiple operating systems (Windows, Linux, and Mac), configuring tools to replicate customer use cases and aid in troubleshooting.
  • Reported customer issues in the ticketing reporting system (Bugzilla, JIRA), diligently testing fixes, and providing updates to customers regarding the status of their cases.

CData Software
Tirana, Albania

Technical Support Engineer
02.2018 - 11.2018

Job overview

  • Providing Technical Support to the company's global customer base.
  • Testing and QA for a wide variety of products (more than 250 different data sources.)
  • Setup test environments and tools to match customer use cases to help troubleshoot 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#.

CData Software
Tirana, Albania

Software Developer
11.2015 - 01.2018

Job overview

  • Revised, modularized and updated old code base via an Agile approach.
  • Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
  • Designed reusable and reliable code for use within distributed cloud environments.
  • Built and wrote tests (NUnit / JUnit) for typical Data Connectors for SaaS, Big Data, On-prem SQL, and NoSQL sources.

Albanian vACC
Tirana, Albania

Events Coordinator
01.2014 - 01.2018

Job overview

  • Managed event logistics and operations for Tirana ACC FIR (LAAA) Virtual Area Control Center.

RSSBus
Chapel Hill, NC

Intern
05.2012 - 09.2012

Job overview

  • Tested and created demo projects about RSSBus drivers like GoogleApps, Salesforce, Facebook, Twitter etc.

Education

American University in Bulgaria
Blagoevgrad, Bulgaria

Bachelor of Arts from Mathematics And Computer Science
2010.09 - 2015.05 (4 years & 8 months)

University Overview

  • Computer Science conferred with honors
  • Thesis: [Name of Thesis]
  • Dean's List
  • President's List
  • Capstone Project: Accident report : Android application
  • [Scholarship Name] Scholarship Recipient
  • [Number] GPA
  • [Student Organization or Club Name] Member
  • cum laude graduate

Skills

RDBMS: MS SQL Server, MySQL, Postgres, HANA, Oracle

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Software

Hiring, Interviewing

Managing service level agreements

Team Building

Training and mentoring

Agile project managment

Interests

I am a big aviation enthusiast

Basketball

Football (soccer)

Timeline

Senior Technical Support Manager
CData
01.2023 - Current
Technical Support Team Lead
CData
01.2022 - 12.2022
Senior Support Engineer
CData
06.2020 - 12.2021
Technical Support Engineer
CData
12.2018 - 05.2020
Technical Support Engineer
CData Software
02.2018 - 11.2018
Software Developer
CData Software
11.2015 - 01.2018
Events Coordinator
Albanian vACC
01.2014 - 01.2018
Intern
RSSBus
05.2012 - 09.2012
American University in Bulgaria
Bachelor of Arts from Mathematics And Computer Science
2010.09 - 2015.05 (4 years & 8 months)

Technologies

Technologies
  • VIsual Studio
  • IntelliJ

Technologies

Technologies
  • VIsual Studio
  • IntelliJ

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Tedi KosovrastiSr. Manager, Technical Support Team