Kliment Zafirovski

PERSONAL INFORMATION Kliment Zafirovski http://lnkd.in/YwUZTQ Skype Kliment.Zafirovski Date of birth 18/07/1986 | Nationality Macedonian EDUCATION AND TRAINING 01/10/2001–16/06/2005 Highschool Diploma Gimnasium "st. Kliment Ohridski ", Ohrid (Macedonia) Mathematics, Information Technology, Programming Languages 15/09/2009–15/08/2013 Bachelor degree in Information Science and Technology area Computer Science and Engineering University for Information Science and Technology st. Paul The Apostle, Ohrid (Macedonia) Programming, Programming concepts, Programming theories, computer organization and function, archival science, cognitive science, commerce, communications, management, mathematics, public policy, and the social sciences WORK EXPERIENCE 01/07/2007–01/09/2009 Youth Volunteer Manager Red Cross Ohrid, Ohrid (Macedonia) Managing more than 30 volunteers as part of the Red Cross Youth team. Organizing and governing different events as part of the year plan for the Red Cross organisation including disaster and humanitarian relief as well as charity events . Making sure each team member has all resources to perform their tasks and be successful. Organizing Events, Activities, Courses and coaching sessions with each member. - President of Student Parliament University for Information Science and Technology st Paul The Apostle, Ohrid (Macedonia) Creating and managing the student parliament during its first year. Creating Policies and procedures necessary to for the student body to be created and exist within the university. Managing 5 people on day to day basis. 01/2007–09/2014 Working as a freelancer developing HTML and Wordpress websites. Working on multiple projects troubleshooting and maintaining issues on existing web applications. Knowledge of basic Wordpress website development using existing templates. 09/2014–07/2016 Level 1 Technical Support Engineer Versata Wow Support Providing technical support for variety of products including HR, Payroll and Profitability and Cost Management solutions. Active correspondence with customers on a daily basis via phone and Zendesk ticketing system. Solving critical and complex issues for on premise and hosted clients. Documenting steps and creating Knowledge base articles. Providing easy to follow steps for different instructions. Troubleshooting and resolving issues for software implemented on Microsoft technologies 1 including Windows Server, Microsoft SQL Server, .Net framework, Java and others. Proactively learning and improving while working with Versata products and used technologies. Understanding of HR and Payroll processes used mostly by United States Companies. 07/2016–Present Level 2 Technical Support Engineer Ignitetech/ESW Capital Solve complex technical issues reported by the clients. Document and track ticket histories, issues, and actionable steps taken in Zendesk ticketing support system. Work with Support and/or Development personnel to troubleshoot issues and identify solutions to work around open issues / problems which are under investigation or pending resolution. Creating Knowledge Base Articles / Technical Notes and navigating pair support sessions with team members in order to provide technical support and product training to other team members. Track and report product bugs in JIRA and assist in their resolution. Work to resolve Severity-1 issues as part of the Off Hours Support Process. Work closely with client focus groups to identify product improvements.Gather and analyse Payroll and HR regulatory/compliance information. Evaluate and interpret payroll laws and regulations Supporting various products including Payroll and HR, DNN CMS, MyAlerts, ResponseTek, Kayako, GFI Languard and constantly learning new products. Daily workflow includes use of: Zendesk, JIRA, Slack, Confluence, VDI, and other tools Working towards achieving 100 % Customer Success for all customers. PERSONAL SKILLS Mother tongue(s) Macedonian Foreign language(s) UNDERSTANDING SPEAKING WRITING Listening Reading Spoken interaction Spoken production English C2 C2 C2 C2 C2 Serbian B2 B2 B1 B1 A2 Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user Common European Framework of Reference for Languages Communication skills Job-related skills Excellent communication skills gathered as a member of different NGOs including Debate club, Macedonian Model of United Nations, BWB(Business without Borders) and working as a customer service engineer for more than 5 years. More than 5 years of experience providing quality technical customer service for various software applications both on premise and SaaS via Phone, Email and Chat. Excellent analytical and troubleshooting skills. Great Communication skills and ability to easily build rapport with customers. Experienced in resolution of software products issues based on Windows Server and SQL server technologies. Well versed in current software support practices and tools including: troubleshooting, virtual environments, Web applications, issue tracking, log investigation, build testing, and ticket management in Zendesk and JIRA. Product expert helping support and development design and fix customer defects and working through the whole resolution process making sure that all fixes are compliant with US HR and Payroll regulations. 2 Digital skills SELF-ASSESSMENT Information processing Communication Content creation Safety Problem solving Proficient user Proficient user Proficient user Proficient user Proficient user Digital skills - Self-assessment grid Good Command of Microsoft Office tools, graphic design applications(Adobe Illustrator, Photoshop), Understanding of basic programming concepts with familiarity of .NET, C#, Web Development, HTML, CSS, WordPress, basic JavaScript, Database Management, Basic Linux/Windows server administration,. Experience and working with SaaS web based applications based on Microsoft technologies. 3