Angel Nikolov
Summary
I am a highly motivated professional with a strong emphasis on accuracy, efficiency, and quality. Proven skills in problem-solving, data analysis, and process improvement. Highly organized, capable of meeting deadlines independently while thriving in fast-paced environments. Committed to continuous improvement and delivering high-quality results.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Customer Support Representative
Betway
, United Kingdom
2023.10 - 2026.02
- Managed high-volume live chat and email support (50+ cases daily).
- Identified and escalated system-related issues to IT and product teams.
- Maintained high CSAT performance and first-contact resolution rates.
- Documented recurring technical issues to support internal knowledge base improvements.
- Worked closely with technical teams to resolve platform-related incidents.
IT Support Technician
Telus
, United Kingdom
2020.11 - 2023.05
- Delivered 1st and 2nd line IT support to 200+ end users across multiple departments.
- Resolved 25–40 support tickets daily via Zendesk while maintaining SLA compliance above 95%.
- Managed Microsoft 365 user provisioning, password resets, and mailbox configuration.
- Installed, configured, and maintained desktops, laptops, printers, and mobile devices.
- Diagnosed hardware faults and reduced equipment downtime through proactive maintenance.
- Performed onboarding and offboarding processes, preparing devices and securing data access.
- Assisted with OS deployments, software updates, and patch management.
- Delivered basic IT training to users to improve system usage and reduce recurring issues.
Sports Data Analyst
Ransona Limited TP
, Remote
2017.02 - 2020.08
- Analysed large datasets to ensure accuracy and consistency of sports performance data.
- Monitored real-time data feeds and resolved discrepancies under strict deadlines.
- Developed structured workflows to improve data processing efficiency.
- Collaborated with cross-functional teams to identify and resolve technical issues.
- Maintained high data integrity standards in fast-paced, deadline-driven environments.
Quality Assurance
SBTech
2014.01 - 2017.01
- Designed and executed manual test cases for web-based applications.
- Identified and documented software defects with detailed reproduction steps.
- Collaborated with developers to resolve issues prior to release.
- Participated in regression testing and release validation cycles.
- Contributed to improving test coverage and reducing production defects.
Education
BACHELOR OF BUSINESS MANAGEMENT -
University of Plovdiv
Skills
- Technical troubleshooting
- Ticketing system management
- Time management
- User training
- Problem solving
- Multitasking efficiency
Certification
Level 3 Certificate/Diploma: Networking & Cybersecurity 04/2026
Languages
Spanish
Intermediate
English
Proficient (C2)
Bulgarian
Proficient (C2)
Hobbies and Interests
- Passionate about sports and actively engage in various athletic activities, such as football, tennis, volleyball and more.
- Building and upgrading PC hardware
- Learning about cloud technologies and cybersecurity
- Team sports and fitness
Timeline
Customer Support Representative
Betway
2023.10 - 2026.02
IT Support Technician
Telus
2020.11 - 2023.05
Sports Data Analyst
Ransona Limited TP
2017.02 - 2020.08
Quality Assurance
SBTech
2014.01 - 2017.01
BACHELOR OF BUSINESS MANAGEMENT -
University of Plovdiv