Contact information

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Work experience

Support manager

from 02.2024 to 07.2024 (6 months)
Other Planet, Дистанційно (Маркетинг, реклама, PR)

- Provide personalized, high-level support to VIP players via live chat and email

- Manage VIP accounts and maintain long-term player relationships

- Handle deposits, withdrawals, and payment-related inquiries

- Assist with account verification (KYC) and compliance checks

- Allocate and explain VIP bonuses, promotions, and loyalty rewards

- Resolve game-related and technical issues in coordination with internal teams

- Ensure full compliance with Responsible Gambling policies and Australian regulations

- Proactively follow up on VIP cases and ensure timely resolutions

- Document all interactions, bonuses, and escalations accurately in CRM systems

- Deliver a professional, discreet, and customer-focused experience at all times

Technical support specialist

from 02.2021 to 12.2025 (4 years 11 months)
Softjourn, Дистанційно (IT)

- Responding to incoming support cases, testing bug scenarios in QA,
resolving technical
issues
• Troubleshoot issues and create intermediate data fixes, interim
solutions (non-code fixes),
or technical work rounds using SQL, Linux and other technical support
tools
• Review web server and application server logs, such as Kibana, to
resolve system issues
created by monitoring and batch processing system(s)
• Interact with internal and external SFTP environments for sending and
receiving client data
Effectively utilize the case management system (e.g. Salesforce, Jira) to
prioritize and
manage cases and document all client and internal correspondence
• Confirm, reproduce, and escalate potential product defects with proper
documentation
• Independently perform assigned responsibilities with little or no
assistance.
• Evaluate, scope and process-map systemic change requests, and
oversee the execution
• Provide an exemplary customer service experience to internal and
external stakeholders

Application Support Specialist

from 02.2020 to now (5 years 11 months)
Ciklum, Львів (IT)

- Respond to customers’ requests (in a quick and efficient manner)
- Escalate and investigate upcoming incidents to the proper resolution groups according to SLA
- Understand and analyze customers’ problem, find appropriate and acceptable solutions
- Help to solve most simple problems directly, otherwise escalate the issues through our ticket system to the back-end support team
- Help develop and implement web-based support initiatives, including knowledge bases, technical and modeling techniques and documentation
- Update the documentation
- Compile shift reports
- E-mail, voice and conference communication with customers

Stuff Asossiate

from 11.2019 to 12.2019 (2 months)
AT&T, Brno (Technical Support)

- Answers customer/client requests or inquiries concerning services and products and reports problem areas
- Utilizes various systems and tools to initiate to assist and service customers
- Continually maintain working knowledge of all company products, services and promotions
- Make recommendations according to customer’s needs
- Utilize operational systems to process purchases of all products and services
- Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines
- May perform other related duties and responsibilities as assigned and/or required
- Solid problem-solving skills for the purpose of determining and solving customer billing issues
- Strong verbal skills and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers

Customer Support Representative

from 12.2014 to 10.2019 (4 years 11 months)
Zoomsupport, Ивано-Франковск (Remote Assistance Customer Support)

- Provide technical support and world-class customer service
- Experience in working with internal and external customers essential, native speakers
- Support and provide superior service via phone and chat
- Work on service request tasks
- Identify and escalate priority issues
- Excellent communication and presentation skills
- Fixing customers computers and activating our software
- Provide accurate, valid and complete information by using the right methods/tools
- Ability to interface and maintain effective working relationships with individuals at all levels
- Excellent team management, writing, and oral communication skills
- Ability of stress resistance

Sales manager

from 11.2013 to 10.2014 (1 year)
Supra Ltd, Львів (Оптова торгівля, дистрибуція, імпорт, експорт)

- Determines annual unit and gross-profit plans by implementing marketing strategies
- Analyzing trends and results
- Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories
- Projecting expected sales volume and profit for existing and new products
- Implements national sales programs by developing field sales action plans
- Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand
- Consulting clients on technical and operational matters
- Search for new customers and increase their existing database
- Control of sales
- Teamwork

Education

Ivano-Frankivsk University of Law named after King Danylo Galytskyi

Criminology, Ivano-Frankivsk
Higher, from 2008 to 2013 (5 years)

Additional education and certificates

Lviv Quality Assurance School (LQAS)/Software tester

03.14 - 05.14

Knowledge and skills

• MS Office
• CSS
• HTML
• Linux
• CRM
• Jira
• SQL
• Administration
• Database
• Reporting
• Manual testing
• Requirements analysis
• Driver Licence for A,B categories
• REST API
• Адміністрування Salesforce
• Second line of support

Language proficiencies

• Ukrainian — fluent
• English — advanced

Additional information

With 7+ years as a Support Analyst, I excelled in troubleshooting, resolving technical issues, and providing exemplary customer service. Proficient in SQL, Linux, and web server logs. Skilled in incident management, web-based support initiatives, and documentation. Possess strong communication and interpersonal skills, fostering effective collaboration within teams and ensuring a positive customer experience.

- Advanced knowledge of PC/MAC, Android/iOS, TV and console OS's troubleshooting skills, peripherals, routers, etc.
- CRM experience (Salesforce, Zendesk, etc)
- Linux basic experience
- Basic knowledge of HTML/CSS, SQL, WordPress, Wix site builders
- Great knowledge of MS Office, Libre Office, OpenOffice, LogMeIn applications
- Understanding of WaterFlow and Agile workflows
- Good knowledge of Apple and Windows software products
- Jira, Bugzilla
- Bug tracking and reporting