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Vitaliy
Спеціаліст технічної підтримки
- City of residence:
- Uzhhorod
- Ready to work:
- Remote
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Vitaliy Kruk
TECHNICAL SUPPORT SPECIALIST | 24/7 OPERATIONS | LOG & ALERT
TROUBLESHOOTING | REST APIS | SQL
[open contact info ](look above in the "contact info" section) | [open contact info ](look above in the "contact info" section) | [open contact info ](look above in the "contact info" section) | github.com/vitaliiich | Uzhhorod, Ukraine
PROFESSIONAL SUMMARY
Technical support specialist with 5 years of remote, 24/7 shift-based production support. Started as the first point of contact for customer
technical tickets in Zendesk and performed first-level troubleshooting from logs, monitoring systems, and API telemetry; later led the
24/7 monitoring and incident response team for 50,000+ devices across 18 hosting data centers, holding alert-to-action response
time at 2 minutes. Escalated complex cases to engineering with full investigation details, wrote runbooks, SLA documentation, and
knowledge base articles, and automated repetitive work with Python, JavaScript, SQL, and Bash. Hands-on with REST APIs,
networking, Grafana, and Prometheus. Certified Kubernetes Administrator (CKA). English C1. Available for 24/7 rotating shift work.
CORE COMPETENCIES
L1 Technical Support & First-Level Troubleshooting Ticketing (Zendesk/Jira) within SLA Log Analysis & Root Cause Analysis
Alert Response & Incident Lifecycle Escalation with Full Investigation Details HTTP/REST APIs & Networking (TCP/IP, DNS)
Monitoring Systems: Grafana & Prometheus Documentation & Knowledge Transfer Between Shifts
WORK EXPERIENCE
Compass Mining 01/2025 - 08/2026
Technical Product Specialist
Remote
Designed a log-based diagnostics system that maps log error patterns and vendor API error codes to plain-language root-cause
diagnoses, shown next to each affected device.
Built the incident classification model the monitoring team used to triage alerts and decide when to escalate: 18 issue types across 6
priority levels, each with severity, detection logic, and conflict rules.
Wrote runbooks, SLA documentation, and customer-facing knowledge base articles for new features.
Supported the migration from a third-party monitoring service to the company's in-house monitoring platform: drafted Phase 0 SLA targets,
wrote Jira tickets for engineering, and maintained a feature status tracker for C-level leadership.
Compass Mining 03/2023 - 01/2025
Monitoring Team Lead
Remote
Led a team of 4 on 24/7 alert monitoring and incident response for 50,000+ devices across 18 sites, holding alert-to-action response time
at 2 minutes.
Introduced structured incident reviews and runbook updates, cutting repeat incidents and time-to-resolution on common hardware and
facility issues.
Set and tracked team KPIs (uptime, alert response time, ticket backlog, repeat incidents) and used them to drive coaching and process
changes.
Automated the shutdown and restore of devices during grid power events within per-facility constraints, removing manual intervention.
Coordinated communication on deployments, RMAs, and repairs between on-site technicians, logistics, and Customer Success.
Compass Mining 09/2022 - 03/2023
Senior Monitoring Specialist
Remote
Drove complex hardware and configuration cases to resolution with on-site technicians and developers; kept troubleshooting guides
(diagnostic playbooks) current with new hardware models and firmware releases.
Built an internal monitoring platform showing per-device and per-facility performance, flagging intermittent faults and auto-notifying on-site
technicians on anomalies.
Automated downtime credit calculations for customers (roughly 3x less Customer Success effort) and consolidated customer reporting
from 4-5 tools into 1 dashboard.
Compass Mining 04/2022 - 09/2022
Mining Operations Technician
Remote
Resolved customer technical tickets in Zendesk covering device performance, deployment, networking, and configuration.
Performed first-line diagnostics, isolating firmware, configuration, network, environmental, and hardware failures.
Standardized evidence collection from on-site technicians (photos, logs, environmental checks), cutting back-and-forth and speeding
resolution.
Contributed to automated Zendesk workflows that opened and closed tickets from device performance signals and merged duplicates.
Wattum 06/2021 - 04/2022
Remote Tech Specialist -> Senior Remote Technician -> Facility Team Leader
Remote
Monitored and remotely troubleshot GPU and ASIC compute fleets across multiple sites (configuration, firmware upgrades, reboots,
network faults), resolving high ticket volume without on-site visits.
Led a small remote team: planned 24/7 shift coverage, trained new technicians on tools and escalation, and reported incidents and
recurring issues to management.
PROJECTS
Homelab infrastructure Public
3-node Proxmox VE cluster with ZFS replication and HA failover; Kubernetes on 3 Debian VMs provisioned with Terraform and Ansible, with
workloads deployed through GitOps. Documented publicly with physical and logical network diagrams and a full hardware breakdown.
Proxmox VE, Kubernetes, Terraform, Ansible, GitOps
EDUCATION
Computer Software Engineering (in progress) Uzhhorod National University 2023 - 2027
Uzhhorod, Ukraine
Specialist of Dentistry Uzhhorod National University 2016 - 2021
Uzhhorod, Ukraine
CERTIFICATIONS
Certified Kubernetes Administrator (CKA) The Linux Foundation / CNCF 09/2026
SKILLS
Languages: English (C1, professional working proficiency), Ukrainian (native), Russian (fluent)
Support tooling: Zendesk, Jira, ticket workflow automation, knowledge base writing
Monitoring & incident response: Grafana, Prometheus, 24/7 alerting, incident triage, root cause analysis, incident reviews, runbooks, SLAs,
KPIs
APIs & networking: REST APIs, TCP/IP, DNS, DHCP, VLANs, NAT, OPNsense firewalling, WireGuard VPNs (Tailscale, NetBird), log analysis
Scripting & data: Python, Bash, JavaScript/Node.js, SQL, PostgreSQL, RegEx, Google Apps Script
Platforms: Linux (Debian, Arch, systemd, SSH), macOS support (5 years), Google Cloud Platform, Kubernetes (CKA), Docker, Terraform,
Ansible
AI/LLM tools: Claude Code, OpenCode, Google Gemini, OpenRouter (multi-model access), used regularly in day-to-day work
TECHNICAL SUPPORT SPECIALIST | 24/7 OPERATIONS | LOG & ALERT
TROUBLESHOOTING | REST APIS | SQL
[
PROFESSIONAL SUMMARY
Technical support specialist with 5 years of remote, 24/7 shift-based production support. Started as the first point of contact for customer
technical tickets in Zendesk and performed first-level troubleshooting from logs, monitoring systems, and API telemetry; later led the
24/7 monitoring and incident response team for 50,000+ devices across 18 hosting data centers, holding alert-to-action response
time at 2 minutes. Escalated complex cases to engineering with full investigation details, wrote runbooks, SLA documentation, and
knowledge base articles, and automated repetitive work with Python, JavaScript, SQL, and Bash. Hands-on with REST APIs,
networking, Grafana, and Prometheus. Certified Kubernetes Administrator (CKA). English C1. Available for 24/7 rotating shift work.
CORE COMPETENCIES
L1 Technical Support & First-Level Troubleshooting Ticketing (Zendesk/Jira) within SLA Log Analysis & Root Cause Analysis
Alert Response & Incident Lifecycle Escalation with Full Investigation Details HTTP/REST APIs & Networking (TCP/IP, DNS)
Monitoring Systems: Grafana & Prometheus Documentation & Knowledge Transfer Between Shifts
WORK EXPERIENCE
Compass Mining 01/2025 - 08/2026
Technical Product Specialist
Remote
Designed a log-based diagnostics system that maps log error patterns and vendor API error codes to plain-language root-cause
diagnoses, shown next to each affected device.
Built the incident classification model the monitoring team used to triage alerts and decide when to escalate: 18 issue types across 6
priority levels, each with severity, detection logic, and conflict rules.
Wrote runbooks, SLA documentation, and customer-facing knowledge base articles for new features.
Supported the migration from a third-party monitoring service to the company's in-house monitoring platform: drafted Phase 0 SLA targets,
wrote Jira tickets for engineering, and maintained a feature status tracker for C-level leadership.
Compass Mining 03/2023 - 01/2025
Monitoring Team Lead
Remote
Led a team of 4 on 24/7 alert monitoring and incident response for 50,000+ devices across 18 sites, holding alert-to-action response time
at 2 minutes.
Introduced structured incident reviews and runbook updates, cutting repeat incidents and time-to-resolution on common hardware and
facility issues.
Set and tracked team KPIs (uptime, alert response time, ticket backlog, repeat incidents) and used them to drive coaching and process
changes.
Automated the shutdown and restore of devices during grid power events within per-facility constraints, removing manual intervention.
Coordinated communication on deployments, RMAs, and repairs between on-site technicians, logistics, and Customer Success.
Compass Mining 09/2022 - 03/2023
Senior Monitoring Specialist
Remote
Drove complex hardware and configuration cases to resolution with on-site technicians and developers; kept troubleshooting guides
(diagnostic playbooks) current with new hardware models and firmware releases.
Built an internal monitoring platform showing per-device and per-facility performance, flagging intermittent faults and auto-notifying on-site
technicians on anomalies.
Automated downtime credit calculations for customers (roughly 3x less Customer Success effort) and consolidated customer reporting
from 4-5 tools into 1 dashboard.
Compass Mining 04/2022 - 09/2022
Mining Operations Technician
Remote
Resolved customer technical tickets in Zendesk covering device performance, deployment, networking, and configuration.
Performed first-line diagnostics, isolating firmware, configuration, network, environmental, and hardware failures.
Standardized evidence collection from on-site technicians (photos, logs, environmental checks), cutting back-and-forth and speeding
resolution.
Contributed to automated Zendesk workflows that opened and closed tickets from device performance signals and merged duplicates.
Wattum 06/2021 - 04/2022
Remote Tech Specialist -> Senior Remote Technician -> Facility Team Leader
Remote
Monitored and remotely troubleshot GPU and ASIC compute fleets across multiple sites (configuration, firmware upgrades, reboots,
network faults), resolving high ticket volume without on-site visits.
Led a small remote team: planned 24/7 shift coverage, trained new technicians on tools and escalation, and reported incidents and
recurring issues to management.
PROJECTS
Homelab infrastructure Public
3-node Proxmox VE cluster with ZFS replication and HA failover; Kubernetes on 3 Debian VMs provisioned with Terraform and Ansible, with
workloads deployed through GitOps. Documented publicly with physical and logical network diagrams and a full hardware breakdown.
Proxmox VE, Kubernetes, Terraform, Ansible, GitOps
EDUCATION
Computer Software Engineering (in progress) Uzhhorod National University 2023 - 2027
Uzhhorod, Ukraine
Specialist of Dentistry Uzhhorod National University 2016 - 2021
Uzhhorod, Ukraine
CERTIFICATIONS
Certified Kubernetes Administrator (CKA) The Linux Foundation / CNCF 09/2026
SKILLS
Languages: English (C1, professional working proficiency), Ukrainian (native), Russian (fluent)
Support tooling: Zendesk, Jira, ticket workflow automation, knowledge base writing
Monitoring & incident response: Grafana, Prometheus, 24/7 alerting, incident triage, root cause analysis, incident reviews, runbooks, SLAs,
KPIs
APIs & networking: REST APIs, TCP/IP, DNS, DHCP, VLANs, NAT, OPNsense firewalling, WireGuard VPNs (Tailscale, NetBird), log analysis
Scripting & data: Python, Bash, JavaScript/Node.js, SQL, PostgreSQL, RegEx, Google Apps Script
Platforms: Linux (Debian, Arch, systemd, SSH), macOS support (5 years), Google Cloud Platform, Kubernetes (CKA), Docker, Terraform,
Ansible
AI/LLM tools: Claude Code, OpenCode, Google Gemini, OpenRouter (multi-model access), used regularly in day-to-day work
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The candidate's resume is posted at https://www.work.ua/resumes/20480617/