Technical Consultant
TeKnowledge
Sofia, Bulgaria
01.2014 - Current
- Led full-cycle integration project to connect D356 CRM Sales with Professional Services (PSO) using Microsoft Project Operations.
- Delivered project demonstrations to both internal stakeholders and external clients.
- Led the CRM integration project, serving as the consultant for its connection with Microsoft Operations and customer systems.
- Conducted User Acceptance Testing (UAT) and functional testing to ensure solutions met client requirements and quality standards for D356 Microsoft.
- Led a high-performing technical support team, overseeing daily operations and ensuring adherence to service level agreements (SLAs) for complex technical issues.
- Managed critical technical inquiries, acting as a primary point of contact for high-value customers and partners, fostering strong relationships.
- Implemented and optimized support processes, resulting in improved efficiency and customer satisfaction.
- Achieved and consistently exceeded Key Performance Indicators (KPIs) related to issue resolution, communication, and team performance.
- Contributed to knowledge base development, creating and updating internal and external documentation to streamline support and reduce recurring issues.
- Provided comprehensive technical guidance and training to clients, simplifying complex technical concepts for diverse audiences.