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Координатор
- Considering positions:
- Координатор, фахівець з моніторингу
- City:
- Kharkiv
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Andrew Radzhabov Support Analyst
[open contact info ](look above in the "contact info" section) [open contact info ](look above in the "contact info" section) Kharkiv, Ukraine @odn107
WORK EXPERIENCE
Customer support team lead 01/2025 – 03/2026
NDA
Managing the support team's daily operations
•
Creating new processes and improving existing workflows
•
Ensuring knowledge transfer between support and other departments
•
Automating repetitive tasks
•
Business analyst/Product Owner 03/2023 – 09/2024
Calyx
Working with Stakeholders and SMEs to create functional and non-
•
functional requirements.
Developing features in a multiple-team agile organization.
•
Engaging customers to elicit requirements.
•
Prioritizing defects and ideas for products.
•
Participating in product roadmap development.
•
Lead Technical Support analyst 10/2015 – 03/2023
Parexel/Calyx
Supporting corporate customers through CRM and online meetings.
•
Engaging in weekly review meetings with major customers.
•
Providing support for the suite of web and desktop products: analyzing
•
logs and customer environments.
Working on Team process and productivity improvement.
•
Interviewing and educating new Team members.
•
Customer support team lead 11/2011 – 08/2014
Architechs.eu
Consulting clients via skype, phone and Freshdesk system.
•
Supervising the work of the support team (timing and quality).
•
Managing team's working schedule.
•
EDUCATION
Specialist's Degree in International economic relations and translation 09/2004 – 03/2010
Institute of Oriental Studies and International Relations Ukraine
SKILLS
Customer support
Business analysis
Requirement management
ITIL Agile SAFe
ServiceNow Salesforce Confluence Jira Rally AHA
eCTD Stock market FIX protocol
Office 365 Windows Linux
SQL Power BI
LANGUAGES
English French
Full Professional Proficiency Limited Working Proficiency
Ukrainian Russian
Native or Bilingual Proficiency Native or Bilingual Proficiency
Certificates
ITIL Foundation Certificate in Aha! Product Management EPAM Data Quality
IT Service Management Professional Certificate Engineering program
[
WORK EXPERIENCE
Customer support team lead 01/2025 – 03/2026
NDA
Managing the support team's daily operations
•
Creating new processes and improving existing workflows
•
Ensuring knowledge transfer between support and other departments
•
Automating repetitive tasks
•
Business analyst/Product Owner 03/2023 – 09/2024
Calyx
Working with Stakeholders and SMEs to create functional and non-
•
functional requirements.
Developing features in a multiple-team agile organization.
•
Engaging customers to elicit requirements.
•
Prioritizing defects and ideas for products.
•
Participating in product roadmap development.
•
Lead Technical Support analyst 10/2015 – 03/2023
Parexel/Calyx
Supporting corporate customers through CRM and online meetings.
•
Engaging in weekly review meetings with major customers.
•
Providing support for the suite of web and desktop products: analyzing
•
logs and customer environments.
Working on Team process and productivity improvement.
•
Interviewing and educating new Team members.
•
Customer support team lead 11/2011 – 08/2014
Architechs.eu
Consulting clients via skype, phone and Freshdesk system.
•
Supervising the work of the support team (timing and quality).
•
Managing team's working schedule.
•
EDUCATION
Specialist's Degree in International economic relations and translation 09/2004 – 03/2010
Institute of Oriental Studies and International Relations Ukraine
SKILLS
Customer support
Business analysis
Requirement management
ITIL Agile SAFe
ServiceNow Salesforce Confluence Jira Rally AHA
eCTD Stock market FIX protocol
Office 365 Windows Linux
SQL Power BI
LANGUAGES
English French
Full Professional Proficiency Limited Working Proficiency
Ukrainian Russian
Native or Bilingual Proficiency Native or Bilingual Proficiency
Certificates
ITIL Foundation Certificate in Aha! Product Management EPAM Data Quality
IT Service Management Professional Certificate Engineering program
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The candidate's resume is posted at https://www.work.ua/resumes/18600942/