Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/19240164/

Work experience

Compliance Specialist

from 04.2021 to 05.2025 (4 years 2 months)
Scout Gaming Group, Львів (IT)

* Ensuring company operations comply with applicable legal and regulatory requirements, including UKGC and MGA standards, procedures, and policies.
* Delivering comprehensive compliance training to employees.
* Contributing to the development and maintenance of the compliance knowledge base, including regulatory requirements and industry best practices.
* Managing and maintaining company documentation.
* Supporting and participating in KYC processes in cooperation with third parties.
* Monitoring, investigating, and addressing complaints related to compliance matters.
* Monitoring end-users’ gambling activities to ensure compliance with applicable regulatory requirements.
* Ensuring adherence to responsible gambling requirements.
* Conducting enhanced due diligence on users exhibiting suspicious activity.
* Identifying and addressing potential money laundering concerns and escalating matters to the MLRO when necessary.
* Collaborating with cross-functional teams, including Development, Marketing, Support, and Product Management, to enhance the product in line with compliance requirements.
* Conducting due diligence on partners, vendors, users, and employees to ensure compliance with applicable requirements.
* Conducting internal audits to verify adherence to company policies and procedures.
* Participating in the ISO 27001 certification process for information security management.
* Communicating effectively with regulators and promptly responding to regulatory inquiries and requests for information through the MGA Portal.
* Supporting product development and ensuring alignment with regulatory requirements and industry standards.
* Continuously reviewing and enhancing KYC (Know Your Customer) processes to ensure regulatory compliance.
* Reviewing, maintaining, and updating Terms and Conditions to ensure compliance with applicable legal and regulatory requirements.

Senior Service Desk Specialist

from 11.2020 to 04.2021 (6 months)
Scout Gaming Group, Львів (IT)

* Providing first-line support to end-users via live chat and email.
* Handling and resolving B2C requests.
* Creating and managing sports events and tournaments in the production environment.
* Maintaining and updating the knowledge base.
* Conducting training sessions for junior employees.
* Supporting the KYC process by reviewing and verifying customer documentation.

L2 line Support Engineer/Team Lead

from 01.2017 to 08.2020 (3 years 8 months)
Symphony Solutions, Львів (IT)

* Providing 16x7 in-office and 24x7 standby support services in accordance with SLAs, using New Relic and AWS services to ensure the availability of two services.
* Investigating end-user queries using DevTools, Kibana logs, and databases to identify the root cause of issues.
* Acting as the first point of contact for all incoming queries regarding the two platforms delivered by the company.
* Collaborating with Development and QA teams to identify and implement appropriate solutions.
* Participating in Scrum ceremonies with Development teams.
* Performing sanity and negative testing and supporting performance testing activities.
* Providing release support.
* Performing daily production operations and BAU checks.
* Managing the knowledge base and creating work instructions.
* Mentoring newcomers.
* Conducting knowledge-sharing sessions.

Service Desk Technician

from 12.2011 to 01.2017 (5 years 2 months)
EPAM, Львів (IT)

* Providing first-line support across multiple support projects, including accurately registering all requests received through various communication channels and promptly informing assignees about ASAP and High-priority requests.
* Receiving incoming requests from employees, resolving them when possible, or escalating them to L2/L3 Support.
* Answering frequently asked questions regarding EPAM internal applications and infrastructure.
* Providing prompt and accurate information about available support services.
* Acting as a Knowledge Manager by investigating workflows and processes and providing new or updated information to team members.
* Creating and updating work instructions.
* Acting as Shift Lead, providing junior team members with information and qualified assistance in request assignment and processing.
* Handling user escalations and working with junior team members on rejected requests to prevent similar mistakes in the future.
* Processing non-standard analytical requests.

ECOD Help Desk Operator

from 04.2011 to 12.2011 (9 months)
Comarch, IT-компанія, Львів (IT)

* Receiving and processing requests from Monitor clients via phone and email, using EDI (Electronic Data Interchange) and ECRM (Electronic Customer Relationship Management) systems.
* Providing client training and first-line support for clients using EDI and ECRM.
* Providing technical support for ECOD Agent (Mobile Sales for Professionals).
* Supporting the operation of software applications.
* Checking XML documents.
* Performing direct sales (telemarketing).
* Handling various issues between suppliers and supermarkets.

Sales representative

from 08.2010 to 04.2011 (9 months)
Web4you, Львів (IT)

* Contacting businesses in the USA and Canada by phone.
* Delivering prepared sales scripts to persuade potential customers to purchase services.
* Providing information about web services.
* Responding to customer questions and inquiries.
* Collecting customer information.
* Identifying and obtaining potential customer leads.
* Entering and maintaining customer and prospective customer data in databases.
* Following up on initial customer contacts.
* Maintaining records of telephone interactions, orders, and customer accounts.
* Preparing and sending customer thank-you letters.
* Conducting interviews.

Education

ЛНУ ім. Івана Франка

Англійська Філологія, Львів
Higher, from 2005 to 2011 (6 years)

Additional education and certificates

Certified Safe 4 Practitioner

2020-2021

ICA Specialist Certificate in Money Laundering risk in Betting and Gaming

2023

Knowledge and skills

• Неконфліктність
• MS Office
• Внутрішній аудит
• Скрупульозність
• Дисциплінованість
• Старанність

Language proficiencies

English — above average