Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/1515704

Work experience

Senior Technician

from 01.2016 to now (8 years 4 months)
Upclick, Харьков (IT)

Head of level 2 team of technicians in Ukrainian Solidtechies office:
•handling the most difficult or advanced problems;
•3rd line support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods;
•assisting both Tier I and Tier II personnel, with the research and development of solutions to new or unknown issues;
•Recognizing bugs in supported software, and escalating information to the appropriate departments
•supervising and monitoring agents attendance, performance and productivity.

Help Desk Quality Assurance Analyst

from 09.2015 to 02.2016 (5 months)
Upclick, Харьков (IT)

•assist in developing methods for quality improvement and tracking improvement over time,
•report and provide statistical analysis on feedback, and suggest strategy for long-term improvement of help desk operations
•identify training needs and communicate any knowledge and skills gaps
•Participating in meetings with colleagues. Challenge assumptions and contribute to developing clear understanding of issues from a quality, performance improvement & customer experience perspective.
•Provide Coaching/Feedback: Meet one-on-one with agents to review scored calls and develop an appropriate solution to improve performance in opportunity areas.

Technical support representative

from 01.2013 to now (11 years 4 months)
Solidtechies (Technical support)

• Providing 1st line technical support; answering support queries via phone
and email.
• Supporting users remotely.
• Maintaining a high degree of customer service for all support queries and
adhere to all service management principles.
• Logging all calls on the call logging system.
• Responding to enquiries from clients and help them resolve any hardware or
software problems.
• Maintaining a log of any software or hardware problems detected.
• Supporting users in the use of computer equipment by providing necessary
training and advice.
• Escalating more complex calls to the relevant IT Support member.
• Notifying relevant staff to arrange for external technical support where
problems cannot be resolved in house.

Store-Keeper

from 01.2011 to 01.2012 (1 year)
Premium Star (industry)

-Receiving, arranging, and preservation of the materials,
-recording all of the in and out of the store material movements
- Issuing the material for production departments.
-Issuing purchasing requisition,
-Supervision of other store workers.

Translator

from 08.2010 to 01.2011 (5 months)
Heart Marriage Agency (Marriage Agency)

-Interpreting correspondence and online chats between the clients.

IT Technician

from 05.2008 to 01.2010 (1 year 8 months)
Hot Keys LTD. (Sales and Repair)

- maintain good manner with customers
- diagnose technical and software faults
- rebuild systems and restore data
- repair faulty PCs/Laptops
- reinstall operating systems and software
- build new systems from scratch
- troubleshoot driver problems
- meet tight deadlines

Education

SNAU

Food Processing and Engineering, Sumy
Higher, from 1999 to 2012 (12 years 7 months)

Additional education and certificates

Level 2 Award in Health & Safety in the Workplace Highbury Colle,ge, Portsmouth, UK

2010, 2 weeks

Certificate of Achievement and Introduction to Self-Employment, Highbury College, Portsmouth, UK

2010, 2 weeks

ESOL Level 1 Advanced English, Highbury College, Portsmouth, UK

2010

Highbury College, Portsmouth, UK Certificate of Achievement with Distinction in Computer Hardware

2010, 2.5 weeks

IIMBx: HR101x Introduction to People Management

2016, 6 weeks

Knowledge and skills

Language proficiencies

• English — advanced
• Polish — average

Additional information

Objective Summary

•Creative and technical minded individual always keen in obtaining new knowledge, never lacked sense of humor and ability to communicate with individual approach, keeping very good attention to detail, accepting new challenges easily even if that involves much effort and is time consuming. Will undertake any training necessary to secure suitable employment.