Makogon

Head of Support / IT Manager
Ukraine · [open contact info](look above in the "contact info" section) · [open contact info](look above in the "contact info" section)
SUMMARY
IT manager and support engineer with 25+ years of experience. Led IT departments and teams of up to 15 people: Head of Automated Control Systems at Boryspil International Airport (2000-2002, senior lieutenant, Border Troops), then head of IT department at several Kyiv internet service providers (2002-2011). For the last 15 years with the international e-commerce company Astound Commerce / Astound Digital / SysIQ (team of up to 30): support for 30+ clients on Salesforce Commerce Cloud and other platforms, independently running regulated processes, training colleagues, access audits and AI-driven automation. Technical degree in software for automated control systems. AI certification (Claude).
WORK EXPERIENCE
Head of Automated Control Systems, Boryspil International Airport2000 – 2002 (2 years)
Senior lieutenant, Border Troops
• Managed the airport ACS based on SCO Unix / SCO Linux, leading a team of 15 people; organized operation, development and support of critical systems
• Ensured uninterrupted operation of the border control system
System Administrator / Head of IT Department, internet service providers, Kyiv2002 – 2011
• Led technical departments at several ISPs, team of up to 15 people
• Delivered complete internet services to customers: from operating server and network infrastructure on FreeBSD and Linux to service continuity
• Reduced the number of outages and kept services running without interruption
Support Engineer, Astound Commerce / Astound Digital / SysIQ (sysiq.com)2011 – present
• Support for 30+ e-commerce clients on Salesforce Commerce Cloud (B2C), SAP Commerce Cloud (Hybris), Intershop, IBM WebSphere Commerce, with MuleSoft integrations. Clients include Allergan, Versace, Sam Ash, Skechers, Cotton Traders
• Team training and development (team of up to 30): trained 10+ employees to follow existing runbooks on all platforms in use and to communicate with clients
• Meet SLAs in accordance with client contracts, with no SLA breaches
• Handle 50+ tickets per day thanks to AI tools I introduced; use AI daily (Claude, Cursor, Gemini) in support tasks
• Independently run support processes: access key rotation, escalation to development and to the vendor; communicate with clients worldwide, including via Google Meet
• Work with tickets in ServiceNow and other platforms, SAP and Moxie cases, escalation to the vendor
• Administer corporate systems for company employees (up to 2,000 people): Google Workspace, corporate e-mail (Gmail), Slack, MFA, VPN, Moodle
• Work with and administer Git, Bitbucket, CI, Jira and Confluence: permissions and roles, project schemes, workflows, spaces and users
• Run the annual Active Directory access audit, controlling all company accounts (up to 2,000)
• Monitoring and log-based diagnostics (Zabbix, Nagios), work with Oracle and MySQL databases
• Automate routine tasks: Python and PowerShell scripts, Telegram and e-mail notifications
• Automated work processes per internal procedures using AI: developed AI skills, scripts and applications
KEY SKILLS
• Management: leading teams of up to 15 (Boryspil, internet service providers), training employees in a team of up to 30 (Astound), responsibility for SLAs, operation of critical systems, procedures and processes, vendor relations
• Platforms: Salesforce Commerce Cloud (Business Manager), SAP Commerce Cloud (Hybris), MuleSoft, Intershop, IBM WebSphere Commerce
• Infrastructure: Linux, FreeBSD, SCO Unix, Zabbix, Nagios, SSH, SVN, Active Directory
• Databases: Oracle, MySQL
• Engineering tools: Git, Bitbucket, CI, Jira, Confluence
• Automation: Python, PowerShell, Google Sheets, building applications with AI
• AI: Claude, Cursor, Gemini
• Languages: Ukrainian, Russian, English (intermediate, technical); daily communication with clients worldwide
EDUCATION
Kyiv Institute of the Air Force1994 – 1999
Specialty: software for automated control systems
CERTIFICATIONS
• Anthropic: AI Fluency: Framework & Foundations
• Anthropic: AI Fluency: AI Capabilities & Limitations
• Anthropic: Claude 101
• Salesforce Certified Platform Foundations
• Intershop certification
• Oracle certification
• Zabbix certification
ADDITIONAL
• Deferment from mobilization
• Ready to work remotely, equipped with power stations for backup power
• Ready to relocate