Андрій

ANDRII POLIARENKO
Onboarding & Technical Support Specialist
[open contact info](look above in the "contact info" section) | [open contact info](look above in the "contact info" section) | Larnaca, Cyprus | LinkedIn

PROFESSIONAL SUMMARY

Client-focused technical support and onboarding professional with 3+ years of experience guiding business users
through platform setup, configuration, and troubleshooting in a fast-paced FinTech environment. Proven ability to
manage multiple client onboarding sessions simultaneously, configure accounts and workflows with precision,
conduct product training via screen-share, and coordinate with cross-functional teams to ensure seamless go-live.
Strong troubleshooter with solid networking fundamentals, experience with CRM and ticketing tools, and a genuine
interest in AI-assisted workflows. Comfortable working evening and night shifts to align with US business hours.

WORK EXPERIENCE

Technical Onboarding Lead & Platform Support 2025 – 2026
Crypto/FinTech Platform (Confidential, NDA)
• Guided new business clients through full platform onboarding — from initial account setup and configuration to first
successful transaction and go-live, via phone and screen-share sessions.
• Configured user accounts, access permissions, call flows, and system settings with precision, ensuring zero-error
deployment for each client.
• Conducted product training sessions for new users, explaining features, workflows, and best practices in clear,
accessible language.
• Performed network-level checks and basic connectivity troubleshooting (TCP/IP, DNS, latency) to identify and
resolve onboarding blockers.
• Tested configurations end-to-end before client go-live, catching and resolving issues proactively to guarantee a
smooth launch.
• Served as the primary technical liaison between new clients and internal engineering, CRM, and product teams —
coordinating escalations and cross-functional resolutions.
• Tracked daily productivity metrics (sessions handled, resolution rate, go-live completion) and met performance
targets consistently.
• Contributed to AI-assisted onboarding workflows by identifying edge cases and escalation patterns that automated
systems could not resolve.
• Maintained clear, up-to-date onboarding documentation, configuration guides, and internal knowledge-base articles.

Project & Operations Manager 2023 – 2025
Educational Institution
• Onboarded new students and staff onto internal platforms and systems, providing hands-on setup assistance and
training.
• Managed cross-functional coordination between academic, admin, and IT teams to support smooth operational
delivery.
• Handled client enquiries and issue resolution across multiple channels with attention to detail and timely
follow-through.
• Documented recurring issues and process improvements, reducing onboarding friction and administrative overhead
by 30%.

Bank Management & Client Services Prior to 2023
Banking Sector
• Managed client account setup, product configuration, and ongoing service delivery in a regulated financial
environment.
• Handled complex client cases involving access, configuration, and compliance — coordinating between
departments to deliver resolution.

• Led a client-facing team, setting quality and performance standards for onboarding, service, and troubleshooting
processes.

KEY SKILLS

• Client Onboarding & Configuration • Technical Troubleshooting • Account & Call Flow Setup
• Network Basics (TCP/IP, DNS, • CRM & Ticketing Systems (Jira) • Screen-share & Remote Support
DHCP)
• Cross-functional Collaboration • AI Tools & Automation Awareness • Professional English (B2+)

EDUCATION & CERTIFICATIONS

Agile Project Management Certificate 2026
Udemy / Coursera — Self-Education

Technical Project Management Intensive 2025
Self-Education & Mentorship Program