Лілія

LILIIA LAKHUTA
[open contact info](look above in the "contact info" section) [open contact info](look above in the "contact info" section)

SUMMARY
Support specialist with over 7 years of experience in hosting, domains, and
registrar work. Handled B2B and VIP client requests, abuse and technical
issues, wrote guides, and trained colleagues.

EDUCATION EXPERIENCE
Specialist, Network Technologies and
Registrar Support & Abuse Specialis 2024 - 2026
System Administration
Domain Registrar Pananames (URL Solutions)
STEP Computer Academy 2014 - 2016
Handled all customer requests related to domain management, including

B.Sc., Management of Entrepreneurial registration, renewal, transfer, redemption.
Activity Managed domain settings: DNS, nameservers, locks, ownership transfers.
Reviewed abuse reports and managed registrar complaints, like domain
Interregional Academy of blocks, registry coordination, and UDRP/URS cases.
2009 - 2011
Personnel Management Assisted B2B and VIP clients with complex requests.
Collaborated with other teams and departments to handle difficult cases.
Specialist, Management of Transport Wrote guides and documentation; trained new team members.
Service Collaborated with management to improve support processes.
College of Transport and 2005 - 2009
Hosting & Domain Support Specialist 2019 - 2024
Economics
Hosting provider Fozzy Inc.
Helped customers with Shared Hosting and VPS (Linux/Windows),
SKILLS
including troubleshooting issues, restoring services and websites, working
Hard Skills with backups, and guiding clients through basic setup and configurations.
Domain management: registration, renewal, Worked with hosting panels: cPanel, ISPmanager, DirectAdmin, Plesk.
transfer, DNS, SSL certificates Assisted with DNS, nameservers, domain transfers, SSL certificates.
Shared Hosting & VPS support (Linux/Windows), Basic troubleshoting email issues.
basic troubleshooting and backup restoration
Handled escalated or tricky cases, including VIP clients.
Ticketing systems (internal platforms, MetaGIS),
Wrote knowledge base articles and helped train colleagues.
knowledge base management (Drupal, WordPress
basics)
Customer Support / Operations Roles 2019 – 2021
B2B client support and corporate account handling
UDRP/URS case processing, abuse report handling, VEGA Telecommunications Group
registry coordination
Basic workflow/process improvement and Customer Support & Technical Support Specialist (1st & 2nd line)
documentation Provided support for internet and landline services, handling general
Soft Skills inquiries and troubleshooting.
Customer-focused problem solving and Assisted corporate clients with service requests and escalated complex
troubleshooting issues to engineering teams.
Collaboration with teams and departments to Managed support tickets using the internal ticketing system.
resolve complex issues
Clear written and verbal communication (English,
Knowledge Base Content Specialist
Ukrainian, Russian) Maintained and organized the internal knowledge base and support
Attention to detail in documentation and reporting
portal.
Time management and prioritization of requests
Created and updated help articles and documentation for employees.
Training and mentoring new colleagues
Participated in documenting new telecom products and processes.
B2B Sales Support Specialist
LANGUAGE Processed technical feasibility requests for corporate clients and

Ukrainian (Native) collected data from engineering teams.
Prepared summary reports for sales managers, including pricing,
English (Upper-Intermediate/B2)
timelines, and connection options.
Russian (Fluent)
Coordinated requests between sales and technical teams.