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Work experience

Requirements analyst

from 07.2023 to now (2 years 8 months)
Eleks, Дистанційно (IT)

Doctor Eleks (15.04.2024 - 23.12.2025)
· Gathered requirements and prepared prototypes.
· Communicated with the government eHealth department to clarify technical and API documentation.
· Prepared instructions and business process documentation.
· Prepared documentation and prototypes for a web-based patient information system that enabled users to access and manage personal data and declarations.
· Prepared documentation and prototypes for a government-based electronic stock system that streamlined the procurement process.
· Prepared requirements for stock management in a desktop solution, in compliance with Ministry of Health orders.

US Charting and trading analysis project (03.07.2023 - 12.04.2024)
Responsibilities:
· Gathered requirements and wrote the project's documentation.
· Communicated with the customer.
· Participated in strategic planning on-site.
· Participated in brainstorming sessions with the Product Owner and team.
· Prepared project proposals and change management flows for the infrastructure changes.

Customer support representative

from 03.2023 to 08.2023 (6 months)
Maven, Львів (IT)

· Support consultants (users) via Zendesk (providing payment information, how-to’s).
· Onboarding new consultants to the platform (gathering contact details, drawing professional bio and then uploading it all to the platform);
· Fraud investigation - monitoring suspicious activity such as recent address/name changes, was the bio adjusted to fit the project profile request, survey mass acceptance, IP address check via Kibana, self-referring, etc.
· Notifying IT-department about platform downtime, technical errors, via Jira and pm.

Team leader

from 02.2021 to 07.2022 (1 year 6 months)
Ciklum, Львів (IT)

Customer Support Team Leader for Israeli broker company
· Onboarded and trained newcomers on a trading platform, Know Your Customer (KYC) flows, basic and advanced trading (sell and buy positions, fees, stop loss and take profit orders, copy trading, pips and charts, and market gaps and volatility), payment flows, risk checks (antimoney laundering (AML), fraud, politically exposed persons), and chats.
· Prepared training materials and procedures’ flows.
· Mentored and supported the team and provided step-by-step guidance if an agent was not sure how to resolve the case or chat.
· Communicated with other departments, gathered platform updates, and provided feedback and information regarding team performance.
· Performed quality control and performance reviews on a monthly basis.
· Communicated with the customer's representatives and coordinated the support processes (adjusting the number of people working on queues, topics, and chats at a given time).
· Provided additional training or retraining based on feedback.
· Monitored platform downtimes, reported them to the technical department and Project Manager using Jira, and provided statistics updates.
Tools and technologies: Atlassian Jira, Atlassian Confluence, Salesforce, Corporate back-office system

Education

Heriot-Watt University

Master of Arts in Management with Marketing, Київ
Higher, from 2008 to 2013 (5 years)

*Місто освіти Единбург

Additional education and certificates

Business Analysis by ITEA

2018

SQL for analytics, Laba

2020

Knowledge and skills

• Jira
• Figma
• MS Visio
• Confluence
• Creation of prototypes
• Написання user story
• Requirements analysis
• Modeling of business processes

Language proficiencies

English — advanced