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Aid VrapcaniTechnical Support & Operations Lead

Aid Vrapcani

Technical Support & Operations Lead

Stronger support operations, clearer escalation paths, and more reliable service delivery, grounded in SaaS, food tech, and fintech environments.

I work between hands-on troubleshooting and operational improvement across SaaS, food tech, and fintech support settings, helping teams resolve issues faster, communicate better, and run support with clearer processes.

If you are hiring for technical support leadership, L2/L3 escalation ownership, or operations-heavy support roles, including broker and trading-platform support contexts, let’s talk.

Domain experience

  • Food Delivery Tech
  • POS / EPOS Support
  • B2B SaaS Support
  • Fintech Support
  • Trading Platforms
  • Liquidity Support
Get in touch

Profile

About me

I work across internal operations, client-facing technical leadership, and execution-heavy improvement work.

At SD IT Services, I hold a management role focused on support operations, workflow structure, service delivery, hiring support, onboarding, training, team reviews, and business growth support. Alongside that, I have also led website execution, SEO, Google Ads support, social media coordination, and outsourcing efforts to help attract new clients and projects.

On the Foodhub account delivered through SD IT Services, I work as Technical Lead. My scope includes escalations, automation thinking, SOP and workflow design, dev-ticket handling, bug investigation through resolution, and driving more permanent fixes where clients repeatedly faced pain points. I have also supported quality improvement through call audits, stronger client-handling standards, and better coordination between support and development teams.

My work sits between hands-on troubleshooting and operational improvement: helping teams resolve issues faster, communicate better, and run with clearer processes, stronger follow-up, and more reliable delivery.

Scope

What I do

Support leadership, process and automation, dev coordination, quality, team operations, and growth execution, described in role terms, not buzzwords.

  • Technical Support Leadership

    Leading day-to-day support operations: priorities, coverage, and clear ownership so work moves through triage, escalation, and closure without losing momentum.

  • Automation, SOPs & Workflow Design

    Building automations, SOPs, and workflow improvements so repeat issues are handled consistently and handoffs between support and development stay explicit.

  • Incident & Dev Coordination

    Coordinating incidents and dev tickets from identification through testing and resolution, structured follow-up with engineering and clear communication back to stakeholders.

  • Quality & Service Delivery Improvement

    Raising quality through call audits, stronger client-handling standards, and tighter delivery, so improvements show up in real interactions, not only in ticket metrics.

  • Operations & Team Management

    Supporting hiring, onboarding, training, reviews, and day-to-day operational discipline, so teams stay aligned, accountable, and ready to deliver.

  • Web, SEO & Growth Execution

    Contributing to website delivery, SEO, Google Ads, social media, and positioning to support growth and client acquisition, execution-focused and not marketing fluff.

Track record

Selected experience

SD IT Services is my employer (Gjilan, Kosovo). Foodhub is a client account through SD IT Services. B2Broker is a separate fintech technical support role: broker and trading-platform environments.

  1. SD IT Services

    Gjilan, Kosovo

    Outsourcing company · employer

    Manager / Operations Lead

    2022 – Present

    Management across day-to-day support operations, team hiring and development, performance reviews, and execution, plus websites, SEO/ads, social, and outsourcing growth for SD IT Services.

    • Manage day-to-day support operations within SD IT Services, helping structure workflows, improve service delivery, and maintain stronger execution across outsourced support environments.
    • Support hiring-related operations including job posting, onboarding, training coordination, contracts, and team readiness.
    • Handle monthly and yearly performance reviews, helping maintain accountability, development, and operational consistency across the team.
    • Led or supported the build and delivery of more than 10 websites across local and international projects, including company websites and Shopify-based work.
    • Worked on SEO, Google Ads support, website structure, and social media execution as part of broader client and business growth efforts.
    • Played a direct role in building the SD IT Services main website from scratch.
    • Supported outsourcing growth efforts through outreach, positioning, and efforts to find new clients and projects.

    Outcome: Broader operational ownership across delivery, people processes, web execution, and business support, combining internal structure with outward-facing growth work.

    Client account · delivered through SD IT Services

    Foodhub account

    Technical Lead

    Technical Lead on the Foodhub account: support operations, escalations, automation and workflow design, dev-ticket and bug lifecycle work, and stronger quality and coordination between support and development.

    • Lead technical support operations on the Foodhub account, covering escalations, troubleshooting leadership, structured follow-up, and coordination across support and development teams.
    • Created automations, SOPs, and workflow improvements to help the team handle client issues more clearly, consistently, and efficiently.
    • Worked on more permanent solutions for recurring client pain points by improving workflows, issue handling, and support-side structure.
    • Managed dev-ticket handling from bug identification through escalation, follow-up, testing, and resolution support.
    • Supported implementation of new features based on client and operational feedback.
    • Contributed to projects involving SIP/phone workflows in the UK and caller ID improvements.
    • Helped strengthen quality standards for client handling through call audits, follow-up discipline, and better support communication.
    • Worked with the technical team on preventing repeat issues and improving how long-term fixes are identified and applied.

    Outcome: Stronger support structure, clearer coordination between support and development, better handling quality, and more focus on permanent fixes instead of repeated short-term workarounds.

  2. B2Broker

    Fintech Technical Support Specialist

    Apr 2024 – Jan 2025

    B2B technical support in a professional fintech environment: broker platforms, trading systems, and liquidity-related workflows, with structured triage, clear communication, and disciplined ticket ownership.

    • Delivered B2B technical support across broker, trading platform, and liquidity-related environments.
    • Supported MetaTrader 4 and MetaTrader 5 across Admin, Manager, and User areas for account checks, permissions, issue triage, and operational support.
    • Worked with cTrader Admin and User environments to investigate platform-related issues, account behavior, and support requests.
    • Assisted with liquidity-related support workflows, including coordination around provider-side checks, client requests, and issue follow-up.
    • Managed incidents with structured triage, clear customer communication, and disciplined ticket ownership in a fintech support setting.

Work samples

Featured projects & case studies

Foodhub and SD IT Services case studies first, then B2Broker fintech support, then smaller web execution samples. Outcomes described honestly, without fabricated metrics.

Foodhub: Support Operations, Automations & Permanent Fixes

Client account leadership / support operations

A high-demand support environment requiring stronger escalation flow, clearer handling discipline, and fewer repeated client pain points.

My role

Technical Lead on the Foodhub account through SD IT Services.

What I improved or built

  • Built automations and SOPs to improve issue handling between support and development
  • Helped drive permanent solutions for recurring client pain points
  • Handled dev tickets from bug identification through resolution support
  • Supported feature implementation based on client and operational feedback
  • Contributed to SIP/phone and caller ID related projects
  • Improved support quality through call audits and stronger client-handling standards

Outcome: A more controlled, better-structured support operation with stronger follow-up, clearer workflows, and more focus on lasting fixes.

SD IT Services: Operations, Team Structure & Growth Support

Internal operations / delivery / growth execution

An outsourcing business requiring stronger internal structure while also improving external delivery and market presence.

My role

Manager / Operations Lead.

What I improved or built

  • Supported hiring flow from job posting to onboarding and training
  • Managed monthly and yearly team reviews
  • Helped build and improve websites across local and international projects
  • Worked on SEO, Google Ads support, social media, and business positioning
  • Helped build the SD IT Services website from scratch
  • Supported efforts to find new clients and projects

Outcome: Broader operational structure across team management, delivery discipline, digital execution, and client-growth support.

B2Broker

Fintech · B2B broker & trading-platform support

A professional B2B technical support environment focused on broker operations, trading platforms, and liquidity-related workflows, with high expectations for triage, documentation, and customer communication.

My role

Fintech Technical Support Specialist (Apr 2024 – Jan 2025).

What I improved or built

  • Support across MT4/MT5 (Admin, Manager, User) for account checks, permissions, triage, and operational follow-through
  • cTrader Admin and User investigations for platform issues, account behavior, and support requests
  • Liquidity-related support coordination with provider-side checks, client requests, and issue follow-up
  • Structured incident handling with clear communication and ticket ownership in a fintech support setting

Outcome: Traceable support delivery in a complex trading and liquidity context: disciplined escalations, consistent follow-up, and closure quality under pressure.

Elegant Limo

Premium transport · web & booking

A premium service brand needing a credible web presence and a smooth booking path without compromising polish.

My role

Website and booking flow execution.

What I improved or built

  • Main marketing site and booking flow split for clarity and conversion
  • Hostinger and Vercel setup for reliable hosting and deployment
  • Presentation and structure aimed at high-end service expectations

Outcome: A cleaner path from interest to booking, with infrastructure that is straightforward to maintain and iterate.

Tina Gebäudereinigung

Local services · landing & acquisition

A local cleaning business competing on trust and clarity in search and ads.

My role

Landing page and acquisition-oriented structure.

What I improved or built

  • Conversion-oriented page structure for local service positioning
  • Google Ads and tracking setup support for measurable lead flow
  • Messaging and layout tuned for quick understanding and contact

Outcome: A more professional front door for the business, with measurement hooks to improve campaigns over time.

Aurelian EA

Luxury brand · digital presence

A luxury-positioned offer requiring restraint, clarity, and brand-appropriate presentation online.

My role

Website execution and digital brand positioning.

What I improved or built

  • Luxury-style layout and typography discipline
  • Product and offer presentation with a premium feel
  • Digital positioning consistent with a high-end market

Outcome: A site that reads intentional and premium, supporting credibility before the first conversation.

Capability

Skills & tools

Operations, support, automation and quality, web and growth execution, fintech platforms, and tooling, grouped for clarity.

Operations & Leadership

  • Team Coordination
  • KPI Tracking
  • SOP Design
  • Escalation Handling
  • QA Support
  • Service Delivery
  • Process Improvement

Technical Support

  • L2/L3 Support
  • Incident Response
  • Root-Cause Analysis
  • POS / EPOS Troubleshooting
  • Client-Facing Troubleshooting
  • Monitoring & Alerting

Automation & Process Improvement

  • Workflow Automation
  • SOP Design
  • Ticket Handling Logic
  • Dev-Support Coordination
  • Permanent Fix Thinking
  • Process Improvement

Quality & Team Operations

  • Call Audits
  • Client Handling Standards
  • Onboarding Support
  • Training Coordination
  • Monthly Reviews
  • Yearly Reviews

Web & Growth Execution

  • Website Delivery
  • Shopify
  • SEO
  • Google Ads
  • Social Media Support
  • Outsourcing / Client Acquisition Support

Fintech & Trading Platforms

  • MetaTrader 4
  • MetaTrader 5
  • MT4 Admin
  • MT4 Manager
  • MT4 User
  • MT5 Admin
  • MT5 Manager
  • MT5 User
  • cTrader Admin
  • cTrader User
  • Liquidity Providers
  • Broker Support Workflows
  • Fintech Client Support

Platforms & Tools

  • Jira
  • RingCentral
  • Zabbix
  • Grandstream
  • SNMP Fundamentals
  • Slack
  • Microsoft Teams
  • Ticketing Systems
  • Documentation Systems

Reach out

Contact

Direct lines work best: email, phone, or LinkedIn.