Максим

Maksym Boiko
Email: [open contact info](look above in the "contact info" section)
Phone: [open contact info](look above in the "contact info" section)
Location: Kyiv, Ukraine

Summary
IT Specialist with 4 years of experience in corporate environments. Worked directly with end
users and stakeholders, transforming incidents and requests into actionable insights and
process improvements. Familiar with Jira, UML, and basic SQL; hands-on experience with
ServiceNow, M-Files, Active Directory, and Microsoft 365. Focused on quality, communication,
and continuous learning, aiming to apply this technical foundation in a Business Analyst role.

Skills
• Business Analysis Tools: JIRA (basic use), Confluence (familiar), UML (Use Case &
Activity diagrams), Microsoft Visio.
• Technical: ServiceNow (ITSM ticketing), M-Files (document management system), Active
Directory (user account administration), MS SQL Server (basic querying), Windows OS &
Windows Server (installation & basic administration), Microsoft 365 (Office suite, Teams,
Outlook), Git/GitHub (version control, basic), HTML/CSS.
• Soft Skills: Analytical thinking and problem-solving, effective communication and
stakeholder management, customer-oriented service, teamwork and collaboration,
adaptability, fast learning and self-improvement.

Work Experience
Dobrobut-Digital – Information Technology Specialist (March 2025 – Present)
- Provided L1/L2 user support and acted as a backup L2 engineer for the M-Files document
management system, efficiently troubleshooting technical issues while maintaining a
customer-oriented approach.
- Prepared and configured IT equipment for new clinics/offices, ensuring workstations and
network devices were set up correctly for smooth operations.
- Managed user accounts and access permissions via Active Directory and Microsoft 365,
granting appropriate access rights to staff and upholding security policies.
- Communicated with non-technical end users (medical and administrative staff) to gather
issue details and provide clear guidance, resulting in improved user satisfaction and
reduced downtime.
Miratech (Client: British American Tobacco Ukraine) – Junior Support Specialist (October 2021
– March 2025)
- Provided front-line L1/L2 technical support to over 1,000 users across multiple locations
in a large international corporate environment, ensuring timely incident resolution via
ServiceNow ticketing and meeting all SLA targets.
 - Configured and maintained employee workstations and meeting room IT equipment, and
kept detailed inventory records of IT assets using the IT Invent system.
- Administered corporate mobile services, including activation, issuance, and blocking of
employees’ SIM cards, to ensure continuous connectivity for staff.
- Supported M-Files (document management platforms) at L2 level, resolving complex
document workflow issues and coordinating with global IT teams for complex
escalations.
- Collaborated closely with cross-functional teams (network engineers, system
administrators, and the global support team) and communicated effectively with users at
all levels, demonstrating adaptability and cultural awareness in a multinational
environment.

Education
State University of Telecommunications, Kyiv, Ukraine – Faculty of Information Technologies
(Computer Science Department) 2019 – 2025
Degree: Master’s in Computer Science (Information Technologies).

Courses & Certificates
• Web Programming Course, Miratech IT Kids Club – Oct 2020 – Feb 2021
• Web Development Fundamentals (HTML, CSS, JavaScript), Udemy – Oct 2023
(Certificate earned: “Web Developer”)

Languages
• English: Pre-Intermediate (A2)
• Ukrainian / Russian: Native proficiency