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Anton Ostapets
Date of birth: March 03, 1987
Region: Kyiv, Ukraine
Relocation capability: Yes
Phone numbers: [open contact info](look above in the "contact info" section)
E-mail: [open contact info](look above in the "contact info" section)

Experience

Telco Service Engineer, Telecom BU (project BICS)
Jan 2018 – present time
LLC "Tieto Ukraine" (https://www.tietoevry.com/en/create/)
Responsibility:
• Supplier, Destination and Key-customer performance monitoring;
• Proactive monitoring of voice quality from customer and supplier sides;
• Proactive FAS detection and CLI-delivery monitoring;
• CLI-manipulation detection and prevention;
• Proactive rerouting activities in case of destination quality drops;
• Monitoring of VIP-Customers traffic on trunkgroup level;
• Direct and indirect loops detection;
• Testing of new suppliers’ performance;
• VIP-Customers dedicated monitoring as SPOC mainly related to voice verification services (OTP transactions,
flash calls);
• Studying and mentorship for representatives from other departments and new employees;
• Preparation of procedures and manuals for new employees;
• Special events monitoring (Sport events, International holidays, VAS-migrations etc.);
• Reporting preparation and analysis for VIP-Customers;
• Preparing RCA documents for VIP-Customers;
• L1 network support activities for voice and mobile messaging platforms and services 24×7;
• Ensuring reactive repair activities with customers, suppliers and third parties worldwide;
• Proactive network and traffic performance monitoring;
• Communication with customers, suppliers in order to guarantee customer complaints resolution with SLA
respect;
• Monitoring and investigation of the fraud events generated by the relevant internal tools (fraud detection
systems, QoS tools and other tools) to identify the root cause and take decisions and resolution measures;
• Customer call and ticket handling;
• Voice and SMS traffic rerouting to ensure the customer issue resolution;
• Troubleshooting and resolution of the connectivity issues with customers (TDM, IP);
• Support and repair of the following products: voice transit, SMS transit, SCCP transit, MTP transit, Roaming Hub,
Instant Roaming, VAS voice (toll-free, cloud numbers), VAS signalling (SS7 steering etc), LTE signaling, GRX;
• Coordination of the repair activities with other departments (infrastructure, 2L services, IP network, trading,
account management, numbering plan, provisioning, tool support teams);
• Knowledge transfer, on-job coaching sessions for newcomers.

Junior Telco Service Engineer, ITC services (project BICS)
Jul 2013 – Jan 2018
LLC "Infopulse" (www.infopulse.com.ua)
Responsibility:
• Supplier, Destination and Key-customer performance monitoring;
• Proactive monitoring of voice quality from customer and supplier sides;
• Proactive FAS detection and CLI-delivery monitoring;
• Proactive rerouting activities in case of destination quality drops;
• Monitoring of VIP-Customers traffic on trunkgroup level;
• Direct and indirect loops detection;
• Test of new suppliers’ performance;
• VIP customers traffic monitoring being as SPOC;
• Studying and knowledge sharing for representatives from other departments and BICS POPs;
• Voice fraud detection;
• Special events monitoring (OBR implementation, Ramadan celebration, Sport events);

Sales support specialist, FTTB
Jan 2013 – Jul 2013
JSC "Kyivstar" (http://www.kyivstar.ua)
Responsibility:
• Regular monitoring of sales in the secured territory;
• Regular monitoring of dealer’s quality of work;
• New and existing Customers quality audits;
• Sale of the wired Internet services;
• Studying of sales and technical specialists

Senior specialist, sales and customer service
Sept 2012 – Jan 2013
JSC "Kyivstar" (http://www.kyivstar.ua)
Responsibility:
• Corporate and SME clients commercial and technical support;
• Mass segment clients commercial and technical support;
• Sale of company's services;
• Control of the dealer's employees performance and support level;
• Monitoring of dealer’s sales in the secured customer service center.

Specialist, sales and customer service
Feb 2012 – Sep 2012
JSC "Kyivstar" (http://www.kyivstar.ua)
Responsibility:
• Corporate and SME clients commercial and technical support;
• Mass segment clients commercial and technical support;
• Sale of the company's services;
• Technical and financial support for existing customers.

Engineer, customer service
Feb 2010 – Feb 2012
CJSC "Ukrainian Newest Technologies" (ТМ "Freshtel") (http://www.freshtel.ua)
Responsibility:
• Corporate clients technical support over the phone;
• Technical support for customers in visitor’s center;
• Configuration of customers’ WiMAX equipment;
• Training and studying of call-center specialists;
• Training of dealer’s employees;
• Mentorship for new employees;

Sales manager
Sep 2009 - Feb 2010
LLC "Office Solutions Ukraine" (http://www.office-solutions.com.uaa)
Responsibility:
• Sales of services and products offered by the company;
• Project management.
Senior specialist, Customer technical support
Jul 2008 - Jun 2009
CJSC "Ukrainian Radio systems" (TM “Beeline”) (http://www.beeline.ua)
Responsibility:
• Customer care, technical support of FTTB customers;
• Configuration of devices and customer requests treatment related to GPRS-services (WAP, MMS, GPRS-
Internet) under the GSM Network;
• Roaming subscribers blocking decision making based on received High-Usage Reports;
• IVR alerts text development;
• Preparation and maintenance of policies and procedures;
• Training and knowledge sharing for new employees;
• Development and implementation of new proposals to optimize the work of the unit.

Specialist, Customer technical support
Mar 2008 - Jul 2008
CJSC "Ukrainian Radio systems" (TM “Beeline”) (http://www.beeline.ua)
Responsibility:
• Configuration of devices and costumer requests treatment related to GPRS-services (WAP, MMS, GPRS-
Internet) under the GSM Network;

Specialist, Customer care
Jun 2007 - Mar 2008
CJSC "Ukrainian Radio systems" (TM “Beeline”) (http://www.beeline.ua)
Responsibility:
• Customer care over the phone

Education
National Aviation University (Kyiv, Ukraine)
2004 - 2009
Faculty of telecommunications and information security;
Specialty - "Telecommunication systems and networks", degree - master

State university of trade and economics / Kyiv national university of trade and
economics (Kyiv, Ukraine)
2022 – present time
Faculty of Finance and Accounting;
Specialty - " Accounting and taxation", degree – PhD Student

Language skills
English – upper-intermediate
Ukrainian - native

Courses, Trainings, Certification
Communication skills training (Brussels, Belgium)
End date - 2018
School name –Condevtra
Improvement training for phone and email communication.
Effective sales (Kyiv, Ukraine)
End date - 2009
School name - Core Business School
Trainer – Sergei Zharikov
Effective sales training cycle

Effective phone sales (Kyiv, Ukraine)
End date - 2009
School name - Core Business School
Trainer – Sergei Zharikov
Effective phone sales training cycle

Skills of working with difficult clients (Kyiv, Ukraine)
End date - 2008
School name – Beeline-University
Series of training courses regarding working with difficult clients.

Skills of effective service (Kyiv, Ukraine)
End date - 2007
School name – Beeline-University
Series of training courses regarding customer service on phone.

Additional information

Driver’s license
Category B
Experience – 20 years

Personal qualities
• sociable;
• persistent;
• stress tolerant.

Hobbies and interests
• Cars;
• Active sports;
• Travelling.