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Work experience

Data analyst

from 04.2025 to now (11 months)
SE Ranking, Remote (Marketing, advertising, and PR)

- Planned and executed data migration projects, transferring and integrating large client datasets into Salesforce CRM and internal systems with a focus on accuracy and completeness
- Wrote Python scripts for data extraction, validation, and cleansing, ensuring GDPR-compliant migrations and high data quality
- Collaborated with sales, operations, and IT teams to align data migration
processes with business requirements, improving CRM utilization and reporting
- Provided documentation and training on data management workflows to support ongoing data maintenance and knowledge transfer

DevOps engineer

from 11.2023 to 03.2024 (5 months)
Kodershop, Remote (IT)

- Managed Azure cloud infrastructure Storage, DevOps, Pipelines) to support development and deployment workflows, enhancing operational efficiency
- Administered Ubuntu Linux 22.04 servers, maintaining high availability and security compliance for critical applications
- Developed automation scripts Python, Bash) for CI/CD processes, reducing deployment errors by 30% and accelerating release cycles
- Optimized PostgreSQL database queries to improve application performance and reliability as part of support tasks
- Helped modeling the system to achieve maximum efficiency
- Documented system configurations and conducted training for team members, improving overall support readiness and knowledge sharing

Technical support specialist

from 04.2021 to 11.2025 (4 years 8 months)
Nextiva, Remote (IT)

Promoted through Technical Support Specialist (Tier 1), Advanced Support (Tier 2), and Enterprise Support roles to current position.
- Provided front-line technical support (Tier 1) to Nextiva customers, troubleshooting VoIP and software issues via phone and ticketing system and consistently meeting key performance indicators for resolution time and customer satisfaction.
- Promoted to Advanced Technical Support (Tier 2) to handle more complex technical cases, performing root cause analysis for persistent issues and acting as an escalation point while mentoring junior support agents in problem-solving techniques.
- Further assumed the role of Enterprise Technical Support Specialist for high-value clients, managing critical escalations, ensuring issues were resolved within SLA guidelines, and liaising with engineering teams to implement long-term solutions for recurring problems.
- Current Level 2 Responsibilities: Configured and maintain Nextiva’s Unified Communication systems, integrating the platform with CRM and external business tools to enhance workflow and communication efficiency.
- Automated routine deployment and maintenance tasks using Bash and Python scripts, improving operational efficiency and reducing manual work errors.
- Administer and troubleshoot VoIP systems (BroadWorks and Five9), diagnosing network issues such as packet loss and bandwidth constraints to ensure high-quality call performance.
- Manage and optimize cloud call center features including IVR menus, auto-attendants, and call analytics to improve customer service operations and reporting.
- Integrate collaboration platforms (NextivaONE, Microsoft Teams, Amazon Chime) with Nextiva’s services to support remote team productivity and unified communications.
- Document solutions and best practices in Confluence and track incidents through Jira, improving knowledge sharing and transparency across support and engineering teams.

Senior Account manager

from 02.2019 to 01.2021 (2 years)
Quest marketing, Kyiv (Marketing, advertising, and PR)

Promoted to lead the Account Management department, driving team performance, improving client retention, and developing strategies to mitigate risks and enhance revenue growth.

- Oversaw the day-to-day operations of the Account Management department, managing a team of Account Managers to meet performance targets.
- Designed and implemented retention strategies, addressing client concerns and proactively reducing churn.
- Conducted regular performance evaluations and delivered tailored training to improve individual and team productivity.
- Collaborated with other departments (e.g., fraud prevention, legal) to streamline processes and address client issues effectively.
- Enhanced operational workflows by introducing productivity-enhancing procedures and optimized tools.

Key Achievements:
- Increased team productivity by 25% through effective task delegation, training programs, and workflow optimization.
- Improved client retention rates, maintaining 80%-90% of high-value clients, even in high-risk situations.
- Successfully resolved fraud cases, retaining high-risk clients and turning them into long-term partners.
- Implemented strategies that contributed to a 20% increase in department revenue within a year.
- Mentored and prepared team members for leadership roles, ensuring the department's continued success after transitioning from this position.

System administrator

from 02.2018 to 12.2018 (11 months)
Midas Solutions, Kyiv (IT)

- Directed technical operations, managing CRM systems, Asterisk-based VoIP infrastructure, and network components.
- Automated processes using Bash and Python scripting, enhancing efficiency across daily operations.
- Led significant projects, including office launches and CRM implementations, ensuring timely and effective delivery.

Knowledge and skills

• MS Office
• MS Excel
• MS Word
• PC User
• Windows
• MS Outlook
• CRM
• WordPress
• Linux
• MacOS
• Java
• Python
• Administration
• Ubuntu
• Security
• Communicability
• Docker
• Git
• BASH
• PostgreSQL
• Ubuntu user
• Linux OS user
• DHCP
• System administration
• AzureAD
• MS Azure
• MS Teams
• Slack
• Jira
• Confluence
• Handling objections

Language proficiencies

• English — advanced
• Ukrainian — fluent