Olena

OLENA ZHAROVA

Senior / Expert Support Engineer

Ukraine |[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | https://
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PROFILE

Accomplished Support Engineer with progressive experience advancing to Expert level,
delivering high-quality technical support and improving customer satisfaction. Skilled in
troubleshooting complex hardware, software, and network issues, with a strong focus
on rst-call resolution and ef cient application support. Recognized for strong problem-
solving, training capabilities, and collaboration across teams. Committed to continuous
improvement, knowledge sharing, and seamless IT operations.

CORE SKILLS

Technical: Application Support • Hardware & Software Troubleshooting • Network
Troubleshooting • Remote Support • Backup & Recovery • User Account Management •
Technical Documentation • Quality Assurance

Soft Skills: Problem-Solving • Communication • Training & Mentoring • Teamwork • Time
Management • Customer Focus

PROFESSIONAL EXPERIENCE

Expert Support Engineer – Stefanini, Poland

01/2026 – 05/2026

Act as escalation point for critical and high-priority incidents

Lead root cause analysis and implement long-term solutions

Drive service improvements and optimize support processes

Senior Support Engineer – Stefanini, Poland

05/2024 -12/2025

Improved rst-call resolution through clear communication with users

Resolved complex hardware, software, and network issues

Performed remote installations, con gurations, and troubleshooting

Managed user accounts and system access

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Technical Backup Trainer – Stefanini, Poland

06/2025 – Present

Delivered technical training and supported onboarding of new engineers

Created knowledge base and technical documentation

Mentored team members, improving performance

Support Engineer – Stefanini (Remote)

04/2023 – 04/2024

Reduced response times through effective ticket prioritization

Provided remote support and troubleshooting

Service Desk Expert / Agent – Fujitsu (Remote)

02/2022 – 04/2023

Managed high-volume support via phone, chat, and email

Resolved user issues and escalated complex cases

Trained new team members and improved documentation

Identi ed recurring issues and contributed to long-term xes

EDUCATION & TRAINING

Technical Training Apprenticeship – Completed 10/2026

Advanced training in IT support, troubleshooting, and system operations

Soongsil University, South Korea – English Language & Literature (02/2021)

High School Diploma – Ukraine (06/2004)

LANGUAGES

Ukrainian, Russian – Native

English – C1 • Korean – B1 • Polish – A2 • German – A1

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