Dimitri

DIMITRI CHITIA CONTACT
Phone: [open contact info](look above in the "contact info" section)
Email: [open contact info](look above in the "contact info" section)
Address: Georgia, Tbilisi, Varketili, 0163

PROFESSIONAL SUMMARY
Results-driven QA / Technical Support Specialist with over 2 years of experience in B2B and B2C environments, including
hands-on work testing API integrations, investigating platform and website issues, and reporting bugs found during release cycles.
Background in high-volume Customer Support and Incident Resolution roles, consistently handling 200+ customer interactions
and resolving 50+ tickets per shift, gives strong grounding in root-cause investigation, cross-team coordination, and clear
technical documentation. Proficient with API testing tools (Postman, browser DevTools), monitoring and reporting tools
(Grafana, Kibana, Luxriot), CRM systems, and basic Python. Fluent in English, Russian, and Georgian.

WORK EXPERIENCE

Webiz International May 2026
Tech Support / QA Tester
Assist partners with technical issues, including matters related to API requests and integrations. Test new platform updates and
releases, and prepare detailed bug reports on identified issues. Perform testing and validation of API requests to ensure reliability
and accuracy. Investigate the root causes of website, platform, and game access issues at the integration level. Support the
onboarding and integration of new brands onto the platform via the back office.

Emerging Travel Group Jul 2025
ENG/RUS/GEO Incident Resolution Specialist
Provide specialized support to B2B and B2C partners, hotels, suppliers, and clients in fast-paced, multilingual environments.
Consistently resolve a high volume of tickets per shift while maintaining high customer satisfaction standards. Resolve complex
booking-related, financial, and reputational issues, including overbookings, cancellations, rate discrepancies, and service
disruptions. Successfully managed critical incidents affecting 100+ clients, coordinating cross-team response and ensuring timely
resolution. Advise clients on products and bookings while managing ongoing cases to ensure satisfactory resolution. Maintain
clear, consistent communication across internal teams and external stakeholders. Utilize CRM systems and internal databases for
comprehensive case tracking and resolution. Deliver professional support via phone, email, and collaboration tools in English,
Russian, and Georgian.

Evolution Gaming Jan 2024 – Sep 2026
ENG/RUS/GEO Customer Support Specialist
Managed 200+ customer chats and a high volume of tickets per shift while maintaining quality standards and response time
targets. Promptly addressed customer inquiries and collaborated with Service Managers to resolve issues and maintain service
quality. Conducted thorough technical investigations and provided clients with data-driven solutions. Operated as a B2B Service
Desk Specialist, ensuring seamless interactions between clients and internal departments. Investigated game incidents using
Kibana and Luxriot, and assisted in communication during major incident resolution. Monitored system performance via Grafana
and created comprehensive incident reports for clients. Tested client websites to identify technical issues and coordinated with IT
teams for prompt resolution. Effectively handled high-pressure situations and critical incidents requiring immediate attention.

Evolution Gaming Jul 2021 - Sep 2023
ENG/RUS/GEO Game Presenter
Presented live casino games including Blackjack, Roulette, and Baccarat in English, Russian, and Georgian. Maintained
professional demeanor while engaging with an international audience in real-time.

GtexLLC (Enza Home) Mar 2020 - Jul 2021
Sales Associate
Provided customer service and product consultation in a furniture retail environment.

Shoe Store Skechers Oct 2019 - Mar 2020
Sales Associate
Assisted customers with product selection and maintained store presentation standards.

SKILLS, KNOWLEDGE AND EXPERTISE
Technical Tools: CRM Systems, Kibana, Monidash, Grafana, Jira, Service Desk, Luxriot, Dolphin, Postman, Browser DevTools

Core Competencies:
● Excellent written and verbal communication in English, Russian, and Georgian
● Professional client interaction and conflict resolution
● Information management and data analysis
● Attention to detail and documentation accuracy
● Proficiency in Microsoft Office Suite and standard business applications
● Strong interpersonal skills with emphasis on empathy, stress management, and accountability
● Working knowledge of HTTP requests and status codes, REST APIs, JSON, and debugging network requests via
browser developer tools
● Understanding of KYC/AML principles and processes
● Understanding of AI integration into products and workflows
● Confident installing and running local LLM models (e.g., Ollama, OmniRoute)
● Basic knowledge of Python

LANGUAGES
● English
● Russian
● Georgian