Олександр

PROFI LE
Highly versatile Infrastructure Support ngineer and System Administrator with over 7 years of experience
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in high-stakes environments, known for expertly managing distributed infrastructure and providing
critical Remote User Support to 800+ staff in Hybrid models (Ubisoft). Proven expert in troubleshooting
complex systems, including MS Hyper-V, Active Directory, and Citrix DaaS. Maintained essential on-site
presence for critical infrastructure stability while delivering 90% of support functions remotely. Focused
on transitioning to a full-time remote role.
EXPERIENCE
Oleksandr Eisman Ubisoft

Ukraine Studios
Technical Support Specialist / Junior Technical Support Specialist
nterprise Incident Management: Managed L1/L2 support queues in
Infrastructure Support Engineer Kyiv, Ukraine

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ServiceNow, providing timely resolution for complex technical incidents
August 2021 – June 2025
and consistently ranking among the top performers in ticket resolution
Email: [open contact info](look above in the "contact info" section) 3 years 11 months quality.

Linkedin: Profile link Specialized Citrix Troubleshooting: Diagnosed and resolved issues with
Whatsapp: Contact link Key Technologies: Citrix Virtual Apps and Desktops and Citrix Workspace. Utilized admin
Telegram: Contact link ServiceNow
access to Citrix DaaS for advanced troubleshooting and monitoring.

Citrix DaaS/Workspace
Identity & Access Security: Solved user-side issues with Cisco Secure
Client (VPN) and managed user access within MFA/SSO systems,
Education
MFA/SSO

WDS
including re-onboarding and modifying resource access levels within the
Kyiv National University of Culture and Cisco Secure Client
domain.

Arts ActiveDirectory
Crisis Recovery & Hardware: Performed crisis diagnostics and restoration
Bachelor's degree, Computer WordPress

for hundreds of workstations after power outages/surges, quickly
Science · (2014 - 2017) replacing critical components (HDD/SSD, PSU, RAM) and preparing new
PCs.

System Deployment & Documentation: Used a pre-configured WDS
Languages system for efficient OS image deployment. Administered the internal IT
FAQ portal on WordPress, controlling content and user access.
Ukrainian: Native

Russian: Fluent

English: Working Proficiency (B2 Level) OptiTaxi Ukraine S ystem Administrator
Kyiv, Ukraine
L arge-Scale Remote Support: Provided L1/L2 remote support for over 30+
branch offices across Ukraine, ensuring uninterrupted 24/7 operation of
Soft skills
August 2020 – January 2021
6 months the local call center.

Problem Solving (Troubleshooting)
Key Technologies: Server and Infrastructure Maintenance: Maintained the stability of
Remote User Support
Windows Server instances in each branch. Performed monitoring and
Windo ws Server

Teamwork & Collaboration
Bitrix24
hardware diagnostics to ensure system stability.

Communication (Hybrid support)
Remote Support
CRM Administration: Managed user lifecycle within CRM Bitrix24 (adding
Adaptability & Resilience (24/7 support, Hardware Troubleshooting staff and access levels). Applied minor changes to business processes
crisis recovery)
(e.g., for accounting).
Client/Customer Service (Support for
external event teams)
Internet Projects Ukraine S ystem Administrator
Process Documentation (IT FAQ portal)
Kyiv, Ukraine
Autonomous 24/7 Administration : Served as the sole technical specialist,
Autonomy & Responsibility
June 2019 – August 2020, 1 responsible for the entire IT infrastructure and 24/7 operation of the
Change Management (Coordinating year 3 months critical call center.

server migration) Virtual Infrastructure Maintenance: Administered and maintained virtual
Key Technologies: servers on MS Hyper-V (including Active Directory, Accounting Server,
Hard Skills
Core Infrastructur
MS Hyper-V

Active Directory (GPO)

and Storage).

IT Asset & Lifecycle Management: Managed procurement of all office
e
Ubiquiti UniFi
equipment, maintained inventory records, and conducted technical
Distributed Infrastructure Management
Procurement Onboarding for new staff.

Windows Server (2016/2019/2022)
Network & Project Support: Maintained the Ubiquiti UniFi system.
Active Directory (GPO, User Mgmt)
Coordinated support during the cloud migration of the Accounting
MS Hyper-V (Admin/Maintenance)
Server with outsourced specialists.
Citrix DaaS/Workspace

Security & Networking
tate Enterprise
Technical Support Engineer / Junior Technical Support Engineer
MFA/SSO Troubleshooting
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"Ukrainian House" vent Technical Support: Provided full technical support during high-
Ubiquiti UniFi (Admin/Config)
Kyiv, Ukraine

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profile official meetings, exhibitions, and public events in a high-traffic
ACS (Access Control Systems)
7
April 201 – November 201 8
environment.

Cisco VPN / BitLocker
8 Security & Network Management: Managed and configured the Ubiquiti
DNS/DHCP (Troubleshooting)
1 year months
UniFi system (access levels, speed). Administered the card-based
Tools & Processes
Key Technologies: Access Control System (ACS).

ServiceNow
U biquiti UniFi
Equipment Maintenance: Conducted diagnostics, repair, and
WDS (Deployment)

IT Procurement / Inventory
Access Control Systems
maintenance of PCs and peripherals. Maintained the official website
PowerShell (Scripting)
Event Support
using Joomla CMS.
Joomla CMS
WordPress / Joomla CMS