Олександр

Name: Kovalchuk Oleksandr
Location: Ukraine
Languages: English (Fluent), Arabic (B2), Russian (Fluent), Ukrainian (Native)
Experience: 7+ years
Email: [open contact info](look above in the "contact info" section)
LinkedIn: [open contact info](look above in the "contact info" section)

Summary:

Technical Support Engineer with 7+ years of hands-on experience in VoIP, SIP
troubleshooting, and customer support. Successfully handles thousands of cases annually
while maintaining high CSAT scores. Skilled in diagnosing complex technical issues,
optimizing support workflows, and communicating clearly with global customers in English,
Russian, and Ukrainian. Fast learner with strong analytical thinking, problem-solving
mindset, and ability to thrive in high-pressure environments.

Core Skills

●​ VoIP / SIP / PBX
●​ Advanced Troubleshooting
●​ Networking (TCP/IP, UDP, DNS, DHCP, routing basics)
●​ Ticketing Systems (Salesforce, Hubspot )
●​ Escalations Handling
●​ Customer Communication (EN / RU / UA)
●​ Documentation & Knowledge Base creation
●​ Process Optimization
●​ Remote diagnostics & system device and account configuration

Nextiva

Technical Support Specialist​
2017 – 2020

●​ Supported VoIP, networking, and software products for customers across the
USA,Canada, Europe, Philippines.​
Conducted diagnostics, configuration, and troubleshooting for Voice and PBX
systems and customer networks.​
Increased first-contact resolution rate by 20% through improved communication
strategies.
●​ Provided bilingual customer support, improving customer satisfaction and retention.
Enterprise Technical Support Engineer​
2020 – Present

●​ Resolve 900–1200+ customer cases yearly, achieving an average 95%+ CSAT.
●​ Handle inbound customer inquiries across multiple channels, including phone, email,
and webchat
●​ Diagnose complex VoIP/SIP issues, reducing overall case resolution time by 30%
through improved troubleshooting flow.
●​ Handle high-priority escalations, working closely with engineering to resolve
system-level or network-related issues.
●​ Analyze call flows and network behavior using SIP logs and internal tools.
●​ Prepare clear, detailed instructions and knowledge-base articles for internal and
customer use.
●​ Collaborate with product, QA, and engineering teams to identify bugs and propose
solutions.
●​ Trained new support agents and improved team productivity through updated
Operating Procedures.

Education

●​ Kyiv National Linguistic University (bachelor's, master's degree),
●​ Military Institute of Taras Shevchenko National University of Kyiv

Certifications

●​ VoIP Fundamentals
●​ Network Essentials
●​ Customer Support Excellence
●​ Technical Tools
●​ PBX systems
●​ Salesforce
●​ CRM & ticketing platforms

Soft Skills

●​ Clear communication
●​ Stress tolerance
●​ Multitasking
●​ Analytical thinking
●​ Fast learning
●​ Conflict resolution
●​ Team collaboration