Contact information

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Work experience

English teacher

from 01.2024 to now (2 years 6 months)
Self Employed, Remote (Education and science)

• Designed structured learning plans and measurable progress goals for diverse user groups
• Improved communication, presentation, and explanation skills when working with technical and non-technical audiences
• Built strong stakeholder communication skills, transferable to cross-functional QA collaboration

QA engineer

from 02.2023 to 08.2024 (1 year 7 months)
CGI IT, Czech Republic, Remote (IT)

• Performed context-driven manual testing for a media platform used by radio
broadcasters, adapting test focus based on release, business impact, and system risk
• Applied exploratory testing techniques to identify functional, usability, and
integration issues across web-based components
• Analyzed requirements and system behavior to determine what information and test coverage mattered most for each assignment and release
• Demonstrated strong tester mind-set through curiosity, critical thinking, and attention to both detail and overall system behavior
• Tested software across different testing environments, considering browser behavior and web-specific characteristics
• Reported, tracked, and verified defects, clearly communicating findings and risks to team members
• Collaborated closely with an international, cross-functional team, contributing to shared quality goals and continuous improvement
• Built foundational knowledge of media processing workflows and platform behavior relevant to audio and broadcasting systems
• Participated in professional QA development programs, including context-driven testing and test automation fundamentals
• Strengthened structured testing, communication, and quality advocacy skills while
working in a growing QA organization

Technical support specialist

from 06.2018 to 12.2023 (5 years 7 months)
AT&T Global Communications, Czech Republic, Remote (Telecommunications and networking)

Provided Tier 3 technical support to agents and customers via phone and chat, troubleshooting issues and ensuring timely resolution.
• Handled escalated support requests from frontline agents, performing advanced troubleshooting and root cause analysis to resolve complex technical issues.
• Supported customers with technical issues related to TV, Internet, and VoIP services, including connectivity problems, device configuration, and service interruptions.
• Utilized CRM and internal support systems to manage customer cases, document troubleshooting steps, and track issue resolution.
• Performed functional testing of new software tools and internal systems to ensure quality, usability, and proper system performance.
• Diagnosed and resolved customer issues related to service activation, billing inquiries, device compatibility, and account configuration.
• Collaborated with cross-functional teams to investigate technical problems and ensure effective resolution during the incident management process.
• Maintained high levels of customer satisfaction by delivering clear technical guidance and effective problem resolution.
• Assisted customers with service coverage inquiries, device setup, troubleshooting procedures, and product feature explanations.

Education

CUNY School of Professional Studies

University, Kyiv
Higher, from 2015 to 2020 (5 years)

Bachelor's Degree in Business Science

Additional education and certificates

• Software Testing Foundation Level – Udemy

1 month

• Programming Foundations for QA (Java, JavaScript, Python basics) – LinkedIn Learning

1 month

• Test Automation fundamentals and framework concepts

2 months

Knowledge and skills

• • Jira
• Manual testing
• Writing test cases
• Writing bug reports
• HTML
• SQL
• Compilation of checklists
• JavaScript
• Agile
• Software Development Life Cycle
• Knowledge of STLC
• Software testing tools
• Knowledge of software testing theory

Language proficiencies

• English — fluent
• Ukrainian — beginner

Additional information

Technical Support Specialist with 3+ years of experience supporting software
platforms, troubleshooting customer issues, and ensuring high-quality user
experiences for consumer-facing applications and services.
• Strong experience working with CRM systems, Jira, SQL, and structured
troubleshooting methodologies to resolve technical issues and track customer
requests.
• Hands-on experience supporting software platforms, integrations, and
customer-facing systems with a strong focus on problem resolution, communication,
and customer satisfaction.
• Comfortable using AI-assisted tools to analyze issues, improve support workflows,
and assist with technical documentation and process optimization.