Ілля

ILLIA MAZEPA
NOC / SOC L1 / Technical Support L1 Candidate
Poltava, Ukraine | [open contact info](look above in the "contact info" section) | Phone: [open contact info](look above in the "contact info" section) | LinkedIn | GitHub

PROFILE
Entry-level NOC / SOC L1 / Technical Support L1 candidate with 3 years of hands-on technical support experience for the US market.
Strong background in Windows troubleshooting, remote support, network diagnostics, printer/connectivity issues, case
documentation, and customer communication. Completed a Master degree and continue developing practical skills in networking,
Linux, PowerShell, monitoring logic, incident triage, cloud fundamentals, and security operations. Reliable for shift-based work,
structured escalation, and clear documentation.
CORE SKILLS
• NOC/SOC basics: monitoring logic, alert triage, incident • Security basics: SOC L1 concepts, MITRE ATT&CK basics,
escalation, ticket documentation Nmap basics, hash/password labs
• Networking: TCP/IP, DNS, DHCP, gateways, subnets, Wi-Fi • Scripting/tools: PowerShell basics, GitHub basics, browser
2.4/5 GHz, local network checks automation/Tampermonkey
• Troubleshooting tools: ipconfig, ping, tracert, netstat, ARP • Ticketing/reporting: case notes, escalation summaries,
checks, Windows Event Viewer ClickUp bug reporting familiarity
• Systems: Windows 10/11 support, basic Linux CLI, remote • Soft skills: customer communication, English B2+,
support tools, printer support multitasking, calm work under pressure

EXPERIENCE
Technical Support Agent | GotYourBack Support / YourTechPal - Remote, US market
2023 - Present
• Troubleshoot Windows, network, browser, printer, antivirus, remote access, email, and software issues in live customer
environments.
• Perform first-line diagnostics using IP configuration, gateway/subnet review, ARP/local network checks, Wi-Fi band validation,
USB/Wi-Fi isolation, and router/printer connectivity checks.
• Support customers through remote sessions and chat while keeping instructions clear, polite, and structured under time pressure.
• Document findings, summarize root cause or next steps, and escalate cases when hardware, ISP, or local service intervention is
required.
• Use ticket/case documentation habits and familiarity with ClickUp bug reporting to describe issues, reproduction steps, observed
behavior, and outcomes.
• Improve internal workflows with reusable support phrases and browser/Tampermonkey automation for faster and more consistent
support handling.

RELEVANT LABS AND PROJECTS
• NOC learning path: monitoring concepts, incident triage, escalation flow, network availability, and operational documentation.
• Networking practice: Cisco Packet Tracer labs, DNS/DHCP/TCP-IP fundamentals, endpoint-to-router troubleshooting, and basic
packet analysis.
• Cybersecurity practice: SOC L1 learning, MITRE ATT&CK basics, John the Ripper/hash labs, Nmap basics, and Linux command-
line practice.
• Automation: created support workflow scripts and browser helpers to reduce repetitive actions and improve support consistency.
EDUCATION AND TRAINING
Master degree - Cybersecurity, Ukraine | Completed 2025 year
Management degree / Master studies in Management - Ukraine
• AWS Academy Cloud Security Foundations / Cloud Operations learning path
• Cisco Cybersecurity Essentials and Exploring Networking with Cisco Packet Tracer
• Self-study: SOC L1, Cloud Security, Linux basics, PowerShell basics, and networking fundamentals

LANGUAGES
English: B2+ | Ukrainian: Native | Russian: Fluent | German: A2
Target roles: Junior NOC Engineer / SOC L1 Analyst / Technical Support L1 / Network Support Specialist