Артем

Artem Raievskiy
Senior Support Specialist – results-driven expert with proven technical and mentoring experience
E [open contact info](look above in the "contact info" section)  [open contact info](look above in the "contact info" section) q Artem Raievskyi  Dnipro, Ukraine

SUMMARY TECH & SOFT SKILLS

Experienced support professional with over 5 years in customer and technical Excel Jira Google Docs Confluence
support, including 2+ years as Head of Support. Skilled in resolving complex
cases, improving operational KPIs, and mentoring teams to deliver consistent client
satisfaction. Known for structured thinking, deep product knowledge, and Tech Writing Customer & Tech Support
proactive issue prevention. Ready to join as a senior-level support contributor who
delivers both reliability and ownership. Hostings Environment WHMCS

Linux basics DNS SSL CRM systems
PROFESSIONAL EXPERIENCE
KPI tracking Mentoring Multitasking
Head of Support
Fozzy 05/2023 - 07/2025 Dnipro, Ukraine Client empath
• Managed a support team of 10+ specialists, ensuring daily task completion and
process consistency.
• Developed and maintained structured documentation (using tools like Excel and
Confluence) to streamline task monitoring and workflow transparency.
• Performed Manual QA testing of tasks and features in Jira when needed. KEY ACHIEVEMENTS
• Conducted ticket audits, client feedback reviews, and process quality
assessments. Team Scaling & Quality Preservation:
Scaled the support team while maintaining top-tier
service quality through structured training,
Senior Support Specialist performance tracking, and workflow standardization.
Fozzy 10/2020 - 05/2023 Dnipro, Ukraine
• Managed complex client support situations in the hosting industry, ensuring
swift and effective technical troubleshooting while maintaining high levels of Quality Assurance Initiative:
client satisfaction. Took on manual QA responsibilities in the absence of a
• Developed and maintained detailed support processes and documentation dedicated team, independently testing and validating a
using Confluence, enhancing operational efficiency and contributing to large feature set in a dramatically shortened
smoother project execution. timeframe-efforts were recognized and rewarded by
• Helped onboard new teammates and assisted less experienced staff. leadership.

Early Career Experience 2015 - 2020 Dnipro, Ukraine
Process Ownership & Documentation:
I have gained valuable experience in various roles outside the IT field, which
enhanced my interpersonal communication skills and provided me with an Developed clear, actionable internal guidelines and
understanding of the structure and operations of diverse business projects. documentation (Confluence, Excel) to standardize
workflows and improve collaboration across
• Extensive background in sales and customer relations, consistently driving
departments.
business growth and forging strong client connections.
• Demonstrated leadership by briefly managing a team, showcasing early skills in
team coordination and effective communication. Operational Efficiency:
Initiated and implemented performance monitoring
tools and team KPIs, significantly improving team
EDUCATION output and service quality.

Faculty of Mechanics and Mathematics
Oles Honchar Dnipro National University 2013 - 2016 Dnipro, Ukraine LANGUAGES

Ukrainian - Native

English - Upper-intermediate