Sergii

SERGII STRASHEVSKYI
[open contact info](look above in the "contact info" section) Vinnitsa, Ukraine Email:
[open contact info](look above in the "contact info" section) | @Jknepe
[open contact info](look above in the "contact info" section)

SUMMARY

Experienced customer and technical support professional with a proven track record in
fast-paced, international environments, including prior work in New York. Registered as an
individual entrepreneur (FOP) in Ukraine, I provide remote IT and customer support for
global clients, Experienced in using Crystal Blockchain Explorer and Blockchair to verify
transactions, detect suspicious activity, and ensure compliance with AML policies.
Proficient in tools like Zendesk, LiveChat, and Salesforce, with knowledge of network
security and cybersecurity fundamentals. My Master's degree in Economics/Finance
complements my technical expertise, enabling me to succeed in both B2C and B2B
contexts. Organized, adaptable, and results-driven, I excel in dynamic industries like online
gaming and tech support. VR Experience (DFS and Sports Simulation).

WORK EXPERIENCE

ZFORT Group 03.2025 - present

Help Desk Support Specialist (B2B eCommerce)
Provided help desk support via Zendesk, managing user issues and serving as the first
line of defense by monitoring alerts and responding to emergencies promptly.
Conducted detailed log analysis and executed SQL queries with elevated permissions to
identify root causes and troubleshoot complex system and process-related issues.
Collaborated cross-functionally with development, security, and infrastructure teams to
ensure efficient and timely incident resolution.
Contributed to the creation and continuous improvement of operating procedures and
knowledge base documentation to optimize support workflows.

BG Solutions (Gambling) 03.2023 -03.2025

Customer Support Representative (Softswiss platform)

Answered inquiries and resolved customer issues, ensuring a positive experience.
Provided information on services, promotions, and account-related matters.
Verified accounts to maintain security and compliance with regulations.
Monitored transaction hashes and suspicious activity using Crystal Blockchain Explorer and
Blockchair.
Collected customer feedback to continuously improve service quality.
Handled payments and assisted customers with transaction issues.
Followed up with customers to ensure satisfaction and verify that all concerns were
addressed.
Customer Retention Specialist | Genesis 02.2020 -11.2022

Customer Segmentation & Personalization: Analyzing user behavior to tailor retention
strategies for different customer segments.
-Ensuring Key Metrics Compliance: Maintaining and improving retention KPIs such as
Open Rate, Click Rate, Conversion Rate, Bounce Rate, Unsubscribe Rate, Revenue Per
Email, customer lifetime value CLV. (Power BI,HubSpot).
Email Marketing Campaigns: Creating, segmenting, and optimizing email marketing
strategies (HubSpot).
Push Notifications Management: Setting up and optimizing push campaigns (OneSignal).
A/B Testing & Optimization: Conducting A/B and multivariate testing (Optimizely)
to improve messaging effectiveness, audience targeting, and campaign performance.
Data Analysis & Reporting: Monitoring campaign performance (Power BI) adjusting
strategies based on insights.
Designed and developed creative email templates using HTML & CSS, ensuring
responsiveness and high engagement rates.

Gaming Customer Support | neperapinc 05.2015 – 12.2019

Responsibilities:
Fraud Prevention: Monitored in-game activity, identified suspicious transactions, and
implemented account security measures.
Account Recovery: Helped players restore compromised accounts, ensuring secure
verification.
Technical Support: Resolved crashes, subscription errors, and in-game issues while
addressing payment disputes.
Collaboration: Worked with developers to fix bugs and finance teams to handle payment
disputes.
Crypto Transactions:
Processed crypto transactions (Bitcoin, Ethereum) via hot and cold wallets
Ensured compliance and monitored transactions for security

EDUCATION

Master of Finance and Economy University of Finance and Economy 09.2008 – 07.2013
(Master degree)

Specialization in Finance and credit.

Secondary\high school 09.1998 - 05.2008
PERSONAL CHARACTERISTICS

Efficient & Punctual: Strong multitasking and time management.
Resilient & Organized: Handles pressure and meets deadlines with precision.
Analytical & Problem-Solving: Identifies issues quickly and provides clear solutions.
Sociable & Team Player: Works well with diverse teams and clients.
Goal-Oriented & Responsible: Committed to excellence and achieving targets.
Attention to Detail: Neat, focused, and precise in tasks and interactions.

TRAININGS

Customer Support Expertise: Proficient in managing customer interactions, resolving
queries, and maintaining satisfaction through platforms like Zendesk, LiveChat, and
Salesforce. Able to efficiently handle both technical and non-technical issues, ensuring
clear communication and prompt resolution.
Technical Troubleshooting & Game Support: Experienced in diagnosing technical
problems related to gaming and web applications, ensuring smooth user experiences.
Familiar with troubleshooting issues like account problems, game feature bugs, and
technical difficulties within gaming platforms.
Cybersecurity Basics: Understanding of cybersecurity concepts, including data
protection and secure communication with customers, ensuring a safe support
environment. Focus on handling sensitive information and applying best practices to
avoid security risks.
Web Technologies & API Support: Knowledge of web development and API testing,
enabling effective support for web-based platforms and game-related services. Capable
of working on troubleshooting and providing support for websites, landing pages, and
online applications.

ADDITIONAL KNOWLEDGE

Languages: English Advanced (B2/C1), Russian (Advanced), Ukrainian (native), Polish
(Intermediate)
Business Correspondence: experience in B2C and B2B sectors
DBMS: MySQL, MongoDB
Methodologies: Agile, Scrum
Operating Systems: Microsoft Windows
Tools: JIRA, TestRail, Postman, Zendesk, LiveChat
CRM Systems: Salesforce, HubSpot
Technical Skills: Foundational knowledge in cybersecurity, including basic network
security, threat assessment, vulnerability management, and data protection (current
studies); CS50 (Harvard Lecture), SQL, troubleshooting, and general IT basics