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YURA KUSHPIT
Support Team Lead | Customer Support Operations
[open contact info](look above in the "contact info" section) | Telegram: @yurakushpit
[open contact info](look above in the "contact info" section) | github.com/kushpit

PROFESSIONAL SUMMARY
Support Team Lead and Technical Support professional with hands-on experience in FinTech/Web3,
cryptocurrency wallets, blockchain transactions, technical support operations, incident investigation,
escalation management and team development. Experienced in building and optimizing L1/L2 support
structures, KPI and quality-control systems, escalation workflows, knowledge bases and AI-assisted support
processes. Strong technical background in Linux/Windows infrastructure, APIs, databases, DNS, web technologies
and server administration, enabling independent investigation of complex customer issues and effective
collaboration with Engineering, QA and cross-functional teams.

CORE COMPETENCIES
Customer Support Operations, Support Team Leadership, L1/L2 Support Management, Team Coaching & Mentoring, Employee
Onboarding
Quality Assurance & Quality Reviews, KPI Development & Performance Management, SLA / Response Time Management, Escalation
Management
Incident Investigation, Root Cause Analysis, Process Optimization, Knowledge Management, SOP & Documentation Development,
Workforce Scheduling
Cross-functional Collaboration, Support / Development / QA Coordination, FinTech & Web3 Support, Cryptocurrency & Blockchain,
Non-custodial Crypto Wallets
Transaction Investigation, Deposits & Withdrawals, API & Payment Troubleshooting, Blockchain Nodes / RPC, AML-related
Transaction Checks

PROFESSIONAL EXPERIENCE
Support Team Lead / Deputy Team Lead | Jul 2025 - Jul 2026
FinTech Product Company - NDA
FinTech company developing and supporting a proprietary non-custodial cryptocurrency wallet.
Support Operations & Team Leadership
• Initiated and implemented an L1/L2 support structure, separating standard customer requests from complex technical
cases and escalations.
• Acted as a key operational partner to the Team Lead during restructuring and development of the technical support team.
• Participated in onboarding and adaptation of 5 new support specialists.
• Planned team schedules two weeks in advance for a 5-person support team, coordinating L1/L2 coverage around peak
hours.
• Provided live mentoring and operational support to L1/L2 specialists during high-load periods and complex customer
cases.
Incident & Escalation Management
• Investigated complex customer incidents involving delayed deposits and withdrawals, blockchain node synchronization
issues, server incidents and API integration errors.
• Established a standardized developer escalation process requiring logs, identifiers, investigation results and root-cause
information before escalation.
• Coordinated regular Support, Development and QA meetings to establish a structured approach to customer issue
escalation.
• Performed root-cause investigations of complex technical and transaction-related incidents.
Quality & Performance Management
• Designed and implemented operational responsiveness metrics: First Reaction Time - 5 minutes; Response Gap - 15
minutes.
• Introduced regular Quality Reviews, analyzing 10 customer cases per employee every two weeks.
• Designed and implemented a measurable KPI system connecting team performance indicators with financial motivation
and management reporting.

Knowledge Management & Automation
• Created an internal Support Knowledge Base from scratch containing FAQs, step-by-step procedures and troubleshooting
guides.
• Initiated deployment of a local AI assistant capable of generating suggested customer responses based on the internal
Knowledge Base.
• Initiated implementation of an internal employee directory to improve onboarding and cross-team communication.
• Built a centralized tracking system for complex and pending customer cases using Google Workspace, providing full
visibility over open tasks and reducing the risk of lost follow-ups.
FinTech / Web3 Technical Support
• Investigated cryptocurrency transaction issues across Bitcoin, Ethereum, TRON and BSC networks.
• Analyzed blockchain transaction status, node health, RPC requests and AML-related transaction/address statuses.
• Investigated API and payment issues using logs and JSON requests/responses.
• Supported investigations involving deposits, withdrawals and exchange-related operations.

Technical Support Engineer | Jan 2024 - Jun 2025
SERVERS.COM
• Provided technical support for VPS, shared hosting, websites, databases and server infrastructure.
• Independently resolved 1,000+ complex technical incidents without requiring developer escalation.
• Diagnosed Linux/Windows server, web server, PHP, MySQL, DNS and email-related issues.
• Performed deep log analysis using Apache/Nginx logs, system logs, grep, awk and journalctl.
• Supported customer environments using Linux, Windows, KVM, cPanel, DirectAdmin, ISPmanager and Plesk.
• Successfully migrated 500+ customer websites and databases between servers while maintaining data integrity and
service continuity.
• Worked with rsync, SSH, MySQL, phpMyAdmin and server-side migration tools.
• Diagnosed DNS and email delivery problems involving MX, SPF, DKIM and DMARC.
• Worked with blacklist monitoring and IP delisting processes.
• Created and maintained internal troubleshooting instructions and Knowledge Base documentation.
• Mentored new team members and provided technical guidance on server administration and troubleshooting.

Technical Support Engineer | Apr 2023 - Dec 2023
FOZZY.COM
• Supported Linux/Windows servers, hosting environments and customer websites.
• Monitored services and restored server functionality after incidents.
• Diagnosed website and server availability issues.
• Worked with cPanel, DirectAdmin, ISPmanager and Plesk.
• Configured DNS records, SSL certificates and hosting environments.
• Assisted customers with hosting configuration, backups and technical troubleshooting.

SELECTED ACHIEVEMENTS
• Resolved 1,000+ complex technical incidents involving VPS, hosting, websites and databases.
• Migrated 500+ websites and databases between servers.
• Built an L1/L2 support structure for a FinTech/Web3 support team.
• Implemented measurable support KPIs and quality-review processes.
• Created an internal Support Knowledge Base from scratch.
• Initiated AI-assisted customer response generation based on internal support documentation.
• Helped onboard and adapt 5 new support specialists.
• Developed a standardized Engineering escalation workflow.
• Implemented centralized tracking of complex and pending customer cases.

TECHNICAL & DOMAIN SKILLS
Support Operations: L1/L2 Support, KPI, Quality Assurance, Incident Management, Escalation Management, Knowledge Base, SOPs,
Documentation, Team Scheduling, Mentoring, Onboarding, Performance Reviews.
FinTech / Web3: Cryptocurrency, Blockchain, Bitcoin, Ethereum, TRON, BSC, Non-custodial Wallets, Deposits, Withdrawals,
Transaction Investigation, RPC, APIs, AML-related checks.
Infrastructure: Linux, Windows, KVM, Apache, Nginx, IIS, cPanel, Plesk, DirectAdmin, ISPmanager, SSH, RDP, VPN, FTP/SFTP.
Networking & Email: DNS, A, MX, CNAME, TXT, SPF, DKIM, DMARC, SMTP, POP3, HTTP/HTTPS.
Programming & Databases: Python, PHP, JavaScript, HTML, CSS, SQL, MySQL, PowerShell.
Diagnostics & Monitoring: Apache/Nginx logs, system logs, php-fpm, MySQL, grep, awk, journalctl, dig, nslookup, telnet, htop, iostat,
netstat.

EDUCATION & TRAINING
Dnipro Vocational College of Construction and Assembly Technologies and Architecture | Faculty of
Construction | 2009 - 2013
QA Engineer - Hillel IT School | Sep 2022 - Feb 2023
HTML + CSS - GoIT School | Jun 2022
UI/UX - GoIT School | Feb 2023

PROJECTS
• Telegram Python Visual Novel Bot - https://t.me/mynovellabot
• Telegram Java Bot - https://t.me/kushpit_bot
• Personal Resume Website - https://kushpit.github.io/resume
• JavaScript Converter - https://kushpit.github.io/converter
• Asteroid Search - https://kushpit.github.io/asteroid

LANGUAGES
English - Intermediate (B1) Ukrainian - Proficient (C2) Russian - Proficient (C2)

Yura Kushpit | Team Lead