Ганна

Hanna Starodubtseva
Purpose: job search
Email: [open contact info](look above in the "contact info" section)
Phone: [open contact info](look above in the "contact info" section)
Date of birth: 07.07.2000
Location: Bucha, Ukraine
Languages: Ukrainian - native; English - advanced ; Spanish - basic

Organized and customer-focused Technical Specialist III with over 3 years of experience in technical phone, chat, and email support, hardware/software setup, and incident resolution. Proficient with multiple CRM and ticketing systems, effective communicator with end-users, and adept at finding timely and efficient solutions. Passionate about mastering new tech and communication skills.
Work Experience
• Technical Support Representative
Nextiva — 2021–2024

- Provided technical support to Nextiva customers.
While working as a chat specialist, I provided technical support ( tech issue resolutions, incident workarounds, guidelines, etc.) to customers in every possible field (Integrations, Device and Network, Platform, App, etc.).
- Resolved an average of 30+ chats (tickets) per day and even more calls as a call center specialist.
- Worked with “escalations”, often participated in special projects (testing new versions of software, QA, making big system audits for customers in a team, working as a ”floor worker” (helping other agents with their calls/chats)
- I have always had good reviews on my technical and communication skills, and I have never stopped improving my knowledge base in all possible areas technical support has to work with. Upgraded first to advanced, then to enterprise support by passing the exams with 1st attempt.

• English tutor and translator
Freelance — 2018 – 2021

- Worked as an English tutor on a freelance basis for children and adults
- Worked as a translator for business and commercials

Education
Bachelor of Translation from English and a Second European Language (Spanish)
Taras Shevchenko National University of Kyiv (2017 - 2021)

- Related Courses/ self-education: learned some basics of Python (only basics to understand the structure, commands, etc), SQL, different ticketing systems, network setup specifics
Not related: Content Creation Courses, accomplished full Social Media Marketing course (SMM&theCity by Tania Storozhenko)
Technical Skills
• Technical Support III
• Windows & macOS Troubleshooting
• VoIP-related features (phones + accessories hardware and software, vFax, virtual phone/ messenger apps, billing systems, etc) setup and troubleshooting
• Ticketing Systems/ CRM: Zendesk, Salesforce, Freshdesk
• Understanding of using Office 365, VPN, and RDP
• Networking: LAN/WAN, DHCP, DNS
• Remote support and documentation
• Good understanding of computer components, setup, and troubleshooting
• Basic knowledge of SQL
Personal Attributes
• Strong communication and interpersonal skills even in stressful, complicated situations
• Problem-solving and analytical thinking
• High attention to detail and time management
• Adaptable and fast learner with a passion for mastering new skills
• Critical thinking

Interests
Gaming, content creation, streaming, psychology, and swimming