Alex

PERSONAL INFORMATION Oleksandr Vasylkov
Kiev(Ukraine)
[open contact info](look above in the "contact info" section)
[open contact info](look above in the "contact info" section)

WORK EXPERIENCE

13/03/2015–15/05/2016 Support agent
ZoomSupport, Ternopil (Ukraine)
▪ Managed call flow and responded to technical support needs of customers.
▪ Resolved customer issues in a clear, courteous and straightforward manner.
▪ Demonstrated professionalism and courtesy with customers at all times.
▪ Identified and solved technical issues with a variety of diagnostic tools.
▪ Resolved problems with malfunctioning products.
▪ Followed up with clients to ensure optimal customer satisfaction.
▪ Conducted research to address customer concerns.
▪ Worked closely with team members to meet or exceed all customer service requirements.
▪ Enthusiastically participated in job related training.
▪ Used ticketing systems to manage and process actions taken.

16/05/2016–31/05/2017 QA Support
ZoomSupport, Ternopil (Ukraine)
▪ ​ ssure ongoing compliance with quality and industry regulatory requirements.
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▪ Collect and compile statistical quality data.
▪ Review the implementation and efficiency of quality and inspection systems.
▪ Investigate customer complaints and non-conformance issues.
▪ Collect and compile statistical quality data.
▪ Develop, recommend and monitor corrective and preventive actions.
▪ Devise sampling procedures and directions for recording and reporting quality data.

1/06/2017–29/11/2017 Technical supervisor
ZoomSupport, Ternopil (Ukraine)
▪ Control of timely arrival at work, delays, snacks, discipline in general.
▪ Organization of work Senior support agents and support agents:
▪ Controls the presence of agents in IRC chat.
▪ Accept calls (if necessary), work on hard cases and non-standard cases.
▪ Responsible for timely collages.
▪ Control of ringing on affairs before solving dock.
▪ Filling in the report of the documents.
▪ Responsible for communicating with other offices (work-mail, IRC chat, work
phones).
▪ Work with beginners and their introduction into the work process.

13/11/2018–14/11/2019 Freelancer
Video editing

14/11/2019–Present Customer Support Specialist
AirSlate, Kiev(Ukraine)
▪ Automatization of business workflow. Set Up Zapier integration . Handling API tickets and
requests. Basic knowledge of API.
▪ Common tasks (/Tickets/Chats/Issues;)
▪ Knowledge of payment processors.
▪ knowledge of A/B testing, A/B Tower, add/remove users from experiment branch.
▪ Troubleshooting issues that are not included in the official guidelines (freestyle
troubleshooting). Troubleshooting issues effectively related to any component of the product.
▪ Reproducing and troubleshooting common issues.
▪ Screen Sharing using Zoom, TeamViewer, etc. with customers .
▪ Escalating bugs, feedback and updates using established report process, JIRA, etc.
EDUCATION AND TRAINING

01/09/2009–31/08/2013 Specialist degree
Ternopil National Technical University named after I. Pulyui, Ternopil (Ukraine)
Department of computer-information systems and software engineering.

PERSONAL SKILLS

Native language(s) Ukrainian

Other language(s) UNDERSTANDING SPEAKING WRITING

Listening Reading Spoken interaction Spoken production

English B2 B2 B1 B1 B1
Russian C1 C1 С1 С1 B2

Communication skills Good communication skills gained through my experience as QA-Support, also
excellent contact skills, which were gained at the same position. Strong stress-resistance, and
conflict management skills.

Organisational / managerial Leadership
skills Good organisational skills
Good team-leading skills gained as technical supervisor and QA-support
Strong analytical and problem-solving skills, always striving for new knowledge.
Expertise in gathering and analyzing data
Customer and result oriented.
Good time-management with the help of proper tasks prioritization.

Hard skills OS management and troubleshooting - Linux (Ubuntu, kali), Windows (XP-10),
macOS (10.6-10.13);
Virtualization - VMware, VirtualBox
Media editing - Unreal engine, Unity, Final Cut Pro, Adobe products (AfterEffects, Photoshop)
CRM - Yeti CRM, Salesforce
Jira, Basecamp - as platforms for task/time tracking
Advanced Google Spreadsheet user
Network troubleshooting

Job-related skills Good command of quality control processes (always in cooperation with QA team)
mentoring skills (helped my teammates to solve some tech. problems)

Digital skills SELF-ASSESSMENT

Information
Communication Content creation Safety Problem solving
processing

Proficient user Proficient user Independent user Proficient user Proficient user

Certificates Apple Certified Support Professional
Prometheus free QA courses - Basic Software Testing