Ярослав

Yaroslav Shkilnyy Summary

Technical Support Engineer and Team Lead with 10+ years of experience,
including work in product-driven companies supporting commercial solutions.
Experienced in troubleshooting complex issues related to performance,
connectivity, and integrations across databases, cloud platforms, and enterprise
environments. Skilled in working with data integration technologies, APIs, BI tools,
and database systems, supporting product implementations and resolving
advanced technical challenges. Strong understanding of product lifecycle and
close collaboration with engineering, QA, and business teams. Proven ability to
coordinate cross-functional teams, improve support processes, and drive
operational efficiency. Currently focused on leading L2 support operations,
Personal details optimizing workflows, managing KPIs, and enhancing support quality through
documentation and AI-driven tools.

Yaroslav Shkilnyy
Education
[open contact info](look above in the "contact info" section)
Higher National Certificate
[open contact info](look above in the "contact info" section) Academy of Printing, Lviv
Educational and professional program "Computer technology and automation of
Lviv production" of the second (master's) level of higher education in the specialty "
Applied Mechanics".

Key Skills Work Experience
Support Lead Technical Support Engineer L2 Sep 2024 - Present
Devart
SQL & Database Systems
Lead L2 support operations and mentor team members
Data Connectivity & Integration Define, track, and improve KPIs: SLA, FCR, IRT, IRR, CSAT
Optimize support workflows and reduce resolution time
Cloud Platforms Develop and maintain internal documentation and knowledge base
Drive improvements in support performance and efficiency
API Integration Contribute to AI tools development for automation and response quality
Collaborate with product, QA, and engineering teams
QA
Actively handle complex technical tickets and escalations, working directly
Team Leadership & Mentoring with customers to troubleshoot advanced issues

KPI Management Technical Support Engineer L2 Jan 2023 - Aug 2024
Devart
Provided L2 support for ODBC drivers, Python connectors, SSIS, and
Languages dotConnect
Worked with databases and cloud platforms (SQL Server, MySQL,
PostgreSQL, Oracle, Salesforce, NetSuite, etc.)
Ukrainian Investigated and resolved complex issues (performance, connectivity,
integration)
English
Reproduced issues across different environments (Windows, Linux, BI tools)
Assisted customers with integrations (Power BI, Excel, custom apps)
Analyzed logs, queries, and system behavior to identify root causes
Collaborated with L3 and development teams
Contributed to internal knowledge base and documentation to improve
support efficiency
Participated in testing and validation of product fixes and new features
Senior/ Lead IT Support Engineer Sep 2015 - Dec 2022
SOFTSERVE BS

Coordination of the work of the support and implementation team.
Meetings with the management of the client AblnbevEfes, providing
information on support and development issues.
Close collaboration with developers as part of the engineering team.
Collaboration with QA teams, Business Analyst for project implementation.
Close cooperation with TL level engineers.
UAT coordination of new developments, introduction of tasks, backlogs.
Training new employees.
Tests for mobile (iOS, Android) and web applications.
API Testing.
Conducting project meetings: day stand-ups / planning / retrospective
meetings.

IT Specialist 2013 - 2015
CARSLSBERG Ukraine

Installation, configuration and maintenance of servers, LAN / SAN / WAN
equipment, data storage systems, application and system services.
Setting up and monitoring the performance of routine tasks for backing up
data on the serviced systems.
Development and implementation of tools for automating administrative
actions.
Calculation of infrastructure bottlenecks, development of proposals for
infrastructure optimization, documentation of changes.

System engineer 2012 - 2013
KYIVSTAR

Network configuration and troubleshooting (IP addressing, routing basics)
Configuration and support of network equipment (switches, L2 devices)
DNS and DHCP configuration and maintenance (Linux)
End-user support and issue resolution
System and network monitoring (Zabbix, Nagios).

Courses

IT STEP QA Manual 2014

SoftServe Leadership Program 2021
Leadership and management