Dmytro

Dmytro Sachenko

Customer Support / Technical Support Expert

📍 Kyiv, Ukraine
📞 [open contact info](look above in the "contact info" section)
✉️ [open contact info](look above in the "contact info" section)

Profile Summary

Senior Technical Support Engineer with 8+ years of experience in VoIP platforms, SaaS communication systems, and GPS fleet monitoring solutions. Expert in troubleshooting SIP, call quality, and networking issues, as well as handling complex customer cases. Proven experience in ticket management, project coordination, and manual QA for deployments. Strong communicator, detail-oriented, and adept at working with engineering teams to resolve high-impact incidents efficiently.
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Work Experience

Technical Support Engineer

Nextiva (VoIP / Telecommunications) | Jun 2018 – Present
• Provide first-line support for B2B and B2C customers via phone, email, and chat
•Became a Technical Support Mentor within the first six months, assisting approximately 50 support agents with complex technical cases.
• Troubleshoot VoIP services: SIP registration, call routing, call quality, and device compatibility.
• Configure and support Cisco BroadSoft and WebRTC clients across desktop and mobile platforms.
• Diagnose networking issues affecting VoIP (NAT, firewalls, QoS, IP routing).
• Create and maintain internal knowledge base documentation.
• Collaborate with engineering teams to resolve escalated technical incidents.
• Analyze customer environments to identify root causes and optimize system performance.

Technical Support / Project Manager Assistant

Adraba | Sep 2017 – May 2018
• Provided technical support and ticket management for client issues.
• Coordinated tasks between clients and developers, ensuring proper prioritization.
• Assisted in project coordination, task tracking, and release processes.
• Performed manual QA testing for new deployments to ensure system stability.
• Tested and verified new features and bug fixes prior to production release.

Technical Support Specialist

KGK Global (GPS Fleet Monitoring Systems) | Nov 2015 – Jun 2017
• Supported clients in GPS fleet monitoring and telemetry systems.
• Processed tickets, troubleshot device and software issues, and provided solutions.
• Configured monitoring dashboards and analyzed driver and vehicle data.
• Handled advanced telemetry features: fuel sensors, motion detection, and speed limit controls.
• Investigated complex technical cases related to fuel tracking and sensor accuracy⸻

Key Skills
• VoIP Troubleshooting (SIP, Cisco BroadSoft, WebRTC)
• Networking Basics: NAT, QoS, Firewalls
• GPS & Fleet Monitoring Systems
• Technical Support (B2B / B2C)
• Ticketing Systems & Jira
• CRM Systems
• Incident Investigation & Resolution
• Manual QA & Release Support
• Knowledge Base Documentation

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Education

National Technical University of Ukraine “Igor Sikorsky Kyiv Polytechnic Institute”
Faculty: Telecommunications Systems and Networks
Degree: Master’s Degree
Years: 2010 – 2016

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Languages
• Ukrainian — Native
• Russian — Fluent
• English — Advanced