Oleksandr

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/1418657

Work experience

Application Support Analyst

from 10.2010 to now (13 years 7 months)
Kuehne + Nagel Ukraine (Contract Logistics)

Responsibilities:

Second level support of warehouse management system (WMS based on IBM AS/400 system, IBM RPG language, DB2 database) super users located in over than 100 countries.

Support and creation of EDI communication/interfaces between Kuehne + Nagel and its customers (XML, flatfile, csv etc.)

Support of PCIP (parcel carrier integration platform) software used for printing labels for parcels tracking (DHL, UPS etc.).

Analysis and optimisation of warehouse business processes.

Remote and on-site go-live support for new clients.

Technical support of quality assurance (QA) department related to test runs, test cases optimization/automation etc.

Training and support of newcomers.

Interviewing candidates for help desk, QA, reporting positions.

Gathering feedback from support teams' customers in order to find areas of misunderstanding and improve customer satisfaction.

Senior Application Support Analyst

from 11.2009 to 10.2010 (11 months)
WorldAPP inc. (Web-based data collection solutions)

Training and supervising of new employees to make sure customers receive the best service even from junior support representatives.

Writing manuals and guides for new employees and customers on a forum.

Answering clients calls via email, phone and live chat.

Guiding users through software functionality.

Investigating user errors and reasons of users' problems.

Managing issues resolution using JIRA bug tracking system and Salesforce CRM.

Application Support Analyst

from 04.2009 to 11.2009 (7 months)
WorldAPP inc. (Web-based data collection solutions)

Answering clients calls via email, phone and live chat.

Guiding users through software functionality.

Investigating user errors and reasons of users' problems.

Managing issues resolution using JIRA bug tracking system and Salesforce CRM

Junior Application Support Analyst

from 01.2009 to 04.2009 (3 months)
WorldAPP inc. (Web-based data collection solutions)

Answering clients calls via email, phone and live chat.

Guiding users through software functionality.

Investigating user errors and reasons of users' problems.

Managing issues resolution using JIRA bug tracking system and Salesforce CRM

Education

Kyiv National Linguistic University

Interpreter (English language), Kyiv
Higher, from 2004 to 2009 (4 years 10 months)

Additional education and certificates

SAP Business Objects Crystal Reports training (Kuehne + Nagel)

2012

Private English language courses

6 years

CSS and HTML training (WorldAPP inc.)

2010

ITIL v.3 Foundation

2013

ITIL v.3 Operational Support and Analysis

2013

Knowledge and skills

Language proficiencies

• Ukrainian — fluent
• Russian — fluent
• English — advanced

References

Upon Request

Upon Request

Additional information

Client oriented and self-motivated application support specialist with more than five years of experience in support role of international customers/users. Experience of working in EU (Germany, Belgium, Switzerland) and with distributed teams.

Personal qualities:

Fluent spoken and written English.
Quick to learn new software/technologies;
Strong sense of responsibility;
Ability to work independently and as team player;
Ability to troubleshoot and resolve issues quickly and efficiently;
Constant aspiration to self-education and self-improvement;



Hobbies and interests:

Sports, cycling, computers and new technologies, languages.


Linkedin profile: http://[open contact info](look above in the "contact info" section)