Contact information

The job seeker has entered a phone number , email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/17310000/

Work experience

Technical support specialist

from 04.2022 to now (3 years 11 months)
AT&T, Інші країни (Телекомунікації, зв'язок)

- Providing technical support for internet services, assisting customers with connectivity issues, service interruptions, and configurations issues;
- Performing structured troubleshooting to diagnose and resolve technical problems related to network performance and service functionality;
- Guiding customers through step-by-step technical solutions in a clear and professional manner;
- Managing high-volume inbound communication via phone and digital channels;
- Investigating and resolving complex cases, including escalations;
Maintaining accurate documentation of technical cases in CRM systems;
- Collaborating with technical and field teams to ensure timely issue resolution;
- Monitoring recurring technical issues and escalation patterns when necessary;
- Meeting and exceeding KPI targets in a fast-paced, shift based environment (including night shifts) ;
- Supporting new team members during the nesting period by providing real-time guidance and operation assistance

Customer support representative

from 10.2021 to 03.2022 (6 months)
Altaea, Одеса (Телекомунікації, зв'язок)

(Customer support for a medical office in Brooklyn, New York)
- Managing direct communication with patients via phone and email, providing clear guidance on medical services, appointments, and treatment processes;
- Ensuring strict compliance with HIPAA regulations and maintaining confidentiality of protected health information (PHI)
- Coordinating communication between patients, healthcare providers, laboratories, pharmacies, and home care services;
- Assisting patients with insurance-related inquiries and coverage verification;
- Handling medical documentation, intake forms, and maintaining accurate records in internal systems;
- Supporting prescription processing and liaising with pharmacies to ensure timely medication delivery;
- Communicating with diagnostic laboratories regarding test orders, results, and follow-ups;
- Addressing sensitive patient concerns with empathy while maintaining regulatory and procedural compliance

English teacher

from 09.2012 to 10.2021 (9 years 2 months)
Various schools and language centers, Дистанційно (Освіта, наука)

- Delivering English language instruction to diverse age groups, including children, teenagers, and adult learners;
- Teaching in classroom-based, corporate, and online environments;
- Providing structured preparation for professional and maritime-specific communications;
- Teaching in public schools and educational centers in China, adapting to local curricula and cultural expectations

Education

International Humanitarian University

Translation, Одеса
Higher, from 2005 to 2011 (6 years)

Additional education and certificates

Google IT Support

2023

Knowledge and skills

• Teaching English
• Technical support for users
• Troubleshooting
• Work with customers
• Customer orientation
• Onboarding for staff
• Staff training
• LAN
• WAN
• Knowledge of network protocols
• Cybersecurity
• The first line of support
• Mentoring
• Billing
• Користувач Salesforce
• Upselling

Language proficiencies

• English — advanced
• Ukrainian — above average
• German — beginner

Additional information

Currently located in Brno, Czech Republic, with a possibility either to move to another country, or to return to Ukraine in the next few months.
I'm looking for a non-voice role, I'm not looking for high-volume call center roles at this time, preferring to focus on written communication (chat, email, or tickets).
I believe a product must bring value to the society, therefore I'm not willing to work in iGaming or anything related to this field.