Oleksandr

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/201797

Work experience

Business Application Support Team Lead

from 06.2013 to now (10 years 10 months)
Kuehne + Nagel (Transportation and logistics)

Team management and motivation
Tasks distribution
Project management
Personnel recruiting and coaching
Communication with 3rd/4th level of support and further cooperation strategy determination
Assistance to QA department related to acceptance and regression testing

Helpdesk Specialist

from 10.2010 to now (13 years 6 months)
Kuehne + Nagel (Transportation and logistics)

Main aspect of helpdesk role is support of WMS CIEL (warehouse management system based on IBM AS/400 system), a system developed specially for Kuehne + Nagel for warehouse processes management. Sites are located in over than 65 countries all over the world. Helpdesk team is a business unit which is a part of contract logistics department. The unit provides support of warehouse management system for super users of warehouses when they meet any issues or require additional information. Communication between partners (customers) is conducted mostly via EDI (if not paper based) which is an area of responsibility of the unit as well. The unit communicates closely with development department and IT department which are located in different countries in order to keep resolution time within SLA/OLA.

Heldpesk role also includes support of EDI Interfaces between K+N and communication partners, PCIP support (communication between customers and shipping providers such as UPS, DHL etc. for tracking purposes and label printing)

In addition, this role includes training of newcomers, warehousing management system users (both on site and using web based applications such as gotomeeting) and maintaining internal Wiki.

Senior Support Representative

from 11.2009 to 10.2010 (11 months)
WorldAPP (Data Collection)

Training and supervising of new employees to make sure customers receive the best service even from junior support representatives.
Writing manuals and guides for new employees and customers on a forum.
Answering clients calls via email, phone and live chat.
Guiding users through software functionality.
Investigating user errors and reasons of users' problems.
Managing issues resolution using JIRA bug tracking system and Salesforce CRM

Support Representative

from 04.2009 to 11.2009 (7 months)
WorldAPP (Data Collection)

Answering clients calls via email, phone and live chat.
Guiding users through software functionality.
Investigating user errors and reasons of users' problems.
Managing issues resolution using JIRA bug tracking system and Salesforce CRM

IT Customer Support

from 01.2006 to now (18 years 3 months)
Various (IT)

Detailed info about skills and experience could be found below.

Education

Киевский Национальный Лингвистический Университет

Переводчик, Киев
Higher, from 2004 to 2009 (4 years 9 months)

Additional education and certificates

Курсы английского языка

6 лет

Оптимизация работы коллекторского агентства во время кризиса

1 день

Тренинг по CSS и HTML

2 часа

SAP Business Objects Reporting Training

6 Days

Knowledge and skills

Language proficiencies

• English — advanced
• Russian — fluent
• Ukrainian — fluent
• Arabic — beginner

References

Предоставляются по требованию

Предоставляются по требованию

Additional information

Kolosov Alexander Viktorovich

Birth date : 22.07.1984

Work Experience:

2010.10.25 - Present - Help Desk Specialist @ Kuehne + Nagel (warehouse management system support)

2010.08.24 - 2010.10.24 - Senior Support Analyst @WorldAPP (web based data collection tool support)
2009.11.12 - 2010.08.24 - Support Analyst @WorldAPP
2009.04.14 - 2009.11.12 - Junior Support Analyst @WorldAPP
2009.01.26 - 2009.04.07 - Head of Sales Department @Studio IT Development
2008.02.11 - 2009.01.23 - Sales Representative @EldoS Corp.
2007.06.25 - 2008.02.07 - Senior IT Specialist @Ltd. “Ukrainian Collection Group”
2007.01.25 - 2007.06.22 - IT Specialist @Ltd. \\\"Ukrainian Collection Group\\\"
2005-2006 - System administrator @gaming club
2005-2006 - Translator @British embassy in Ukraine (Verbal and written translation, part time position)
2004-Nowadays - Freelance translation


Current responsibilities as a helpdesk specialist at Kuehne + Nagel Ukraine:

Support of WMS CIEL (warehouse management system based on IBM AS/400) users located in over than 65 countries all over the world. Helpdesk team is a business unit which is a part of contract logistics department. The unit provides support of warehouse management system for super users of warehouses when they meet any issues or require additional information. Communication between partners (customers) is conducted mostly via EDI (if not paper based) which is an area of responsibility of the unit as well. The unit communicates closely with development department and IT department which are located in different countries in order to keep resolution time within SLA.

Heldpesk role also includes support of EDI Interfaces between K+N and communication partners, PCIP support (communication between customers and shipping providers such as UPS, DHL etc. for tracking purposes and label printing)

In addition, this role includes training of newcomers, warehousing management system users (both on site and using web based applications such as gotomeeting) and maintaining internal Wiki.


Responsibilities as a senior support analyst at WorldAPP:

Training and supervising of new employees to make sure customers receive the best service even from junior support representatives.
Writing manuals and guides for new employees and customers on a forum.
Answering clients calls via email, phone and live chat.
Guiding users through software functionality.
Investigating user errors and reasons of users' problems.
Managing issues resolution using JIRA bug tracking system and Salesforce CRM.


Education: Higher

2009 Kyiv National Linguistic University

Specialized field: English language/translator

1996-2001 Rusanovsky lyceum

Specialized field: Mathematics, physics

1991-1996 Primary/secondary school

1993-2001 Private English lessons.


Objective: Professional and financial growth.


Additional Information:

- Fluent English (verbal and written) , Ukrainian and Russian. International work experience. Responsible. Presentation experience. Team player. Ability to travel. Touch typing. Proactive attitude, high flexibility. Good knowledge of computer hardware and peripherals. Windows XP/Vista/7, Ms Office 2003/2007 advanced user. Basic CSS and HTML skills. Salesforce CRM. Jira bug tracking system. EDI. SQL.


Skills used in the past:

- Active Directory, DNS, DHCP, Symantec Antivirus, LAN design and administration,POP3,SMTP,Nortel,IP Telephony . Cognos BI&EP 8.3. , VMware ( VMware infrastructure, ESX Server).


Business Characteristics:

- Tactfulness, orderliness, responsibility, attention to detail, poise, knowledge of business etiquette, professional manner of communication, vitality and persistence.


Personal qualities:

- Good communication skills and social ability. Quick to learn. No bad habits.

Hobbies;

- Computers. Foreign languages. Sports. Business literature. RC Helicopters. Cycling.