Микола Veteran

Mykola Buderatskyi
IT Operations Specialist / Business Applications
Administrator
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section) Kyiv, Ukraine

SUMMARY

IT and Application Operations professional with 15+ years of experience supporting business-critical IT
systems, enterprise applications and international teams.
Hands-on experience administering cloud-based telephony systems including Five9 and partialy Genesys
Cloud.
Managed users and access, and partially supporting Microsoft Dynamics CRM.
Experienced in coordinating operational workflows between international service teams and ensuring that
support operations run smoothly and without disruption.
Substantial background in systems administration, technical support, troubleshooting and IT infrastructure,
combined with extensive experience working in international organizations. Experienced in supporting a
medical-equipment environment, including training in HIPAA and ePHI requirements.
Looking to move into an Application Administration, Business Systems, IT Operations or Service Operations
role where I can combine technical knowledge with operational coordination and international communication.

PROFESSIONAL EXPERIENCE

06/2024 – 07/2026 3Shape A/S
IT Operations Specialist / Business Applications Administrator
• Administered Five9 Cloud and partially Genesys Cloud platforms supporting
international service and support operations.
• Managed users, accounts, roles and access permissions across business applications.
• Provided application-level support and troubleshooting for business-critical systems.
• Participated in servicing and (within the competence) and localization of Microsoft
Dynamics CRM for different languages.
• Coordinated the transfer and processing of repair cases and related files between
service teams in different countries, ensuring continuity of international workflows.
• Worked closely with international service and support teams to resolve operational
issues and keep support processes running smoothly.
• Supported a medical-equipment business environment and completed training
related to HIPAA and ePHI requirements.
• Worked in a large international organization, adapting communication and problem-
solving approaches to teams and colleagues from different countries.

12/2021 – 06/2024 "Rhenus Freight Network" GmbH
Central support helpdesk specialist (second level support)
• Troubleshooting all types of issues users had with Windows OS and Microsoft
products remotely and on the spot.
• Managing and troubleshooting tickets in OTRS ticket system.
• User management in SugarCRM (within the competence of second level support)
• User management in Jira and Confluence (within the competence of second level
support)
Improved the skills working in a big international company with 39000 employees.
 Developed very diplomatic and flexible communication style taking into account the
specificities of employees from different countries.

03/2019 – 10/2021 "DVK Publishing" PO
System Administrator and tech. support
• Selecting/purchasing parts for new PC, PC assemblage, software installation.
• Installation of network routers, WI-FI routers/access points.
• Remote Administrator software.
• Diagnostics and damage repair of work stations, laptops, monitors, peripheral
equipment.
• Administrating Windows server, Active Directory, DHCP-server, DNS-server, file
server, printing server, software based firewall
• Administrating accounting server, Me-Doc, 1С7-1C8 (within the competence).
• Planning and extending internal network of the company, due to the company
growth.
• Administrating servers of the company, providing its continual activity.
• Setting hardware of servers and server equipment.
• Dealing with non-typical, sophisticated technical situations in short terms.
Technically has not made much progress (only information security), but i improved my
skills in working with people, more flexible solutions, and working with foreigners has
become even more efficient.

12/2014 – 02/2019 Rescue Service - UAF
Paramedic\driver
Noticeable break in career (2014-2019) was due to participation in the ATO/JFO
(ООС) in Donbass region as a military paramedic.
 SKILLS

Application Administration Paramedic + first aid skills 5+
Five9 Cloud
• years
Genesys Cloud
• In addition to the professional
Microsoft Dynamics CRM
• skills listed above, I also have
User & access management
• extensive experience in first aid,
Roles & permissions
• tactical medicine, and disaster
Application configuration
• medicine.
Application troubleshooting
• I would be happy to train my
CRM localization
• future colleagues in civilian first
IT Operations aid protocols.
IT service operations
•

Incident & ticket management
•

L2 technical support
•

International team coordination
•

Business process support
•

Operational troubleshooting
•

Cross-team communication
•

Systems & Infrastructure
Hardware & software
•

troubleshooting
Healthcare / Medical Equipment
Medical-equipment service
•

environment
HIPAA training
•

ePHI awareness
•

Professional
International / multicultural
•

environment
Process coordination
•

Problem solving
•

LANGUAGES

English Ukrainian

Russian