Оксана

WORK HISTORY
QUALITY ASSURANCE SPECIALIST
Wicresoft (Microsoft Partner)
April 2024 - April 2025

Implemented QA procedures, standards, and specifications to ensure
customers’ satisfaction.
Analyzed support engineers service request and prepared detailed reports
to track performance trends and suggest improvements.
Trained staff on quality and compliance processes
Investigated customer complaints and performed root cause analysis

OKSANA Ensured compliance with company standards
Monitored support engineers’ quality performance and coordinated with

ARTEMENKO Team managers and leaders to maintain required standards.

SENIOR TECHNICAL SUPPORT ENGINEER
TECHNICAL SUPPORT
ENGINEER Wicresoft (Microsoft Partner)
September 2023- April 2024
Manage relationships with Microsoft enterprise customers and Premium
partners, providing exceptional customer service and ensuring customer
Highly skilled and experienced technical satisfaction.
support engineer with a strong background Resolve complex technical problems related to Exchange online and
in IT and a passion for helping customers provide effective solutions/workarounds for Microsoft customers,
resolve complex technical issues. leveraging strong technical knowledge and problem-solving skills.
Possesses the ability to work effectively both Implement existing diagnosis methods and troubleshooting techniques to
independently and collaboratively within a identify and resolve issues efficiently.
team environment. Manage multiple customers simultaneously, prioritizing tasks and
communicating effectively to ensure timely resolution of issues.
Communicate with customers worldwide, adapting communication style
to diverse cultural backgrounds and languages.
Utilize multitasking skills to work effectively among multiple customers
and applications, ensuring efficient issue resolution and minimizing
CONTACT INFORMATION downtime
Trained and mentored in product learning, providing guidance and
[open contact info](look above in the "contact info" section) support to help them achieve their career goals
[open contact info](look above in the "contact info" section)
Shanghai, China

TECHNICAL SUPPORT ENGINEER
Wicresoft (Microsoft Partner)
LANGUAGES June 2022 - September 2023
Manage relationships with Microsoft enterprise customers and Premium
English - fluent partners, providing exceptional customer service and ensuring customer
Ukrainian - native satisfaction.
Chinese - beginner Resolve complex technical problems related to Exchange online and
Russian -fluent provide effective solutions/workarounds for Microsoft customers,
leveraging strong technical knowledge and problem-solving skills.
Implement existing diagnosis methods and troubleshooting techniques to
identify and resolve issues efficiently.
Manage multiple customers simultaneously, prioritizing tasks and
communicating effectively to ensure timely resolution of issues.
EDUCATION HISTORY Communicate with customers worldwide, adapting communication style
to diverse cultural backgrounds and languages.
Cherkassy state technological university Utilize multitasking skills to work effectively among multiple customers
2010-2014 and applications, ensuring efficient issue resolution and minimizing
Bachelor's Degree in Management downtime

ENGLISH TEACHER
Training Center (Helen Doron)
November 2019-March 2022
CERTIFICATIONS Developed engaging and interactive lesson materials, including slides,
videos, and hands-on activities, to enhance student learning and
Copilot Microsoft365 participation. Designed and created customized educational resources,
Institution: Cloud academy such as worksheets, and assessments, to align with learning objectives and
meet diverse student needs
M365 MW EXO Enterprise Assessment Adapted lesson plans to accommodate different learning styles, interests,
Institution: Cloud academy and abilities, ensuring inclusive and equitable instruction for all students.
Organized and managed classroom space, materials, and resources to
M365 MW EXO Enterprise Assessment optimize learning environments and minimize distractions.
Institution: Cloud academy Utilized technology to enhance the learning experience, including
interactive whiteboards, educational software, and online resources.

OFFICE MANGER/LOGIST

Patriot distribution (Kyiv)
September 2016 -October 2019
SKILLS Receive and process orders from sales representatives, ensuring accuracy
and completeness of order information
Microsoft Office
Work closely with sales representatives to resolve any issues or
Problem-solving
discrepancies with orders
Troubleshooting
Prepare and send invoices to customers, ensuring accuracy and timeliness
Data analysis
Perform data entry into program 1C, creating customer cards and
Adaptivity and flexibility
updating customer information as needed
Time management
Prepare route sheets for delivery drivers, ensuring that all necessary
information is included
Provide primary documentation for sales transactions, including sales
receipts and invoices
Maintain accurate and up-to-date records of customer information, order
history, and sales data
Respond promptly and professionally to customer inquiries and concerns
Collaborate with other departments, such as finance and logistics, to
ensure smooth operation of sales processes

OFFICE MANGER
Family source water delivery (Kyiv)
February 2015 - August 2016
Receive incoming calls from customers and respond to their inquiries in a
timely and professional manner
Process orders from customers, ensuring accuracy and completeness of
information
Consult with clients to understand their needs and preferences and
provide tailored solutions
Prepare supporting documents, such as contracts, agreements, and other
relevant papers
 Invoice customers and ensure timely payment
Work with Excel tables to track and analyze data, including sales figures,
inventory levels, and customer information
Fill in time sheets accurately and efficiently, ensuring that all work is
logged and accounted for
Form primary documents, such as sales reports, customer profiles, and
marketing materials
Prepare route sheets for delivery drivers, ensuring that all necessary
information is included

MERCHANDISER
Johnson & Johnson Ukraine (Kyiv)
June 2014 - January 2015

Visit retail outlets according to a designated route, ensuring that products
are properly displayed and stocked
Conduct layout of goods according to planograms, ensuring that
products are placed in the correct location and facing
Monitor product availability at retail outlets, ensuring that products are
consistently available for customers to purchase
Conduct price monitoring, ensuring that prices are competitive and in
line with company pricing strategy
Communicate with store personnel regarding product placement,
availability, and pricing
Document and report any discrepancies or issues found during visits to
retail outlets