Contact information

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Work experience

Technical Support Manager

from 06.2020 to now (3 years 11 months)
Velas Network AG, Київ (IT)

Creating and maintaining customer support procedures and CRM from the
scratch, adding articles, instructions, and FAQ to it and editing it;
• Respond to customer inquiries and complaints in a timely and professional
manner, tickets, chats, Telegram groups, and Discord;
• Escalate customer issues to appropriate teams or engineers as needed,
collaborate with other departments to resolve customer issues;
• Training new employees in company policies, procedures, and ethics to ensure
that they understand their role and responsibilities as a member of the
customer support team;
• Monitor team performance and provide feedback and coaching if needed;
• Develop and implement strategies to improve customer satisfaction and
retention, analyze customer support data to identify trends and areas of
improvement;
• Stay up to date on product changes and updates.

Support Engineer, Junior DevOps Engineer

from 01.2020 to 05.2020 (4 months)
Vareger, Київ (IT)

Create develop and test environments of application by provisioning Kubernetes clusters on AWS using Docker and Terraform scripts;
Write Terraform scripts from scratch for building Dev, Staging, Prod environments;
Monitor Blockchain environment with Kubernetes cluster, search errors\warnings and analyze logs;
Worked in conjunction with multiple teams to make sure that the infrastructure and customer applications work harmoniously together;
Used Atlassain products like JIRA, Confluence for issue tracking, documentation and code integration.

Technical Operations Engineer

from 05.2019 to now (5 years)
Qbox, Inc., Київ (IT)

Troubleshoot issues about Elasticsearch, Kibana, Kubernetes, and AWS;
Communicated closely with our customers via Zendesk, Jira Service Desk, Pure Chat, and Drift;
Submitted features and bug fixes for the Qbox infrastructure via Jira;
Implemented and tested new versions of Elasticsearch into the Qbox infrastructure

Support Engineer

from 01.2019 to 05.2019 (4 months)
New Age Solutions, Київ (IT)

-Attempt to provide resolutions on the first interaction with customers;
-Fix end-user issues that are resolvable through the application user interface;
-Log analysis;
-Minor bug fixing;
-Document, track, and monitor problems to ensure timely resolutions and adequate follow-up with clients;
-For verified software "bugs" or "enhancements," create a ticket and associated detail within the JIRA system ;
-Working with DB, adding\deleting\editing data.

Support Engineer\QA Engineer

from 11.2014 to now (9 years 6 months)
KSF Technologies, Киев (IT)

•Deploying and Testing WEB-application with different application servers like: Apache Tomcat, IBM Websphere, IBM Websphere Liberty Core, Oracle Web Logic, configuring and testing;
•Defect/Bug Tracking;
•Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case;
•Work with Documentation and QA teams as necessary to resolve product and document issues;
•Certification via new JRE versions;
•Performance/Load/Stress Testing;

•Test Plans, Cases & Processes;
•UI & Compatibility Testing.

Support engineer

from 10.2012 to 11.2014 (2 years 1 month)
Ciklum, Киев (IT)

Help Desk Support, providing first level technical support to customers
employees with technical questions, receive trouble tickets through automated
computer system (Jira), call clients and attempt to resolve problem through phone
support, remote support, or through e-mail instructions.
Interact with clients
directly(in their office or work site) to resolve the problem if necessary;
• Computer\laptop Repair (repair, install and replace various computer parts and
peripherals);
• Configuration and testing of any new hardware and software;
• Installing and operating Windows desktop and server operating systems (OS
Windows 7, 8, 8.1\Windows Server 2008-2012; Linux\Ubuntu; OS X);
• Setting up new users' accounts and profiles and dealing with password issues,
testing and evaluating new technologies, producing documentation and reports to
a high standard (checklists, work flows, instructions, etc),
• Assistance with training of staff and compiling procedural documentation.

Education

Киевский Политехнический Институт

ФЛ, Киев
Higher, from 2005 to 2012 (6 years 5 months)

Additional education and certificates

IT-Labs

3 month

Knowledge and skills

Language proficiencies

• Ukrainian — fluent
• English — advanced
• Russian — fluent

Additional information

Worked as Support Engineer for about 10 years, resolving Customers' Jira tickets and reproducing issues on different environments. They have clearly documented cases with troubleshooting steps, recommendations, and resolutions. Skilled in a wide range of desktop applications, their uses, and how to maintain and repair them. Supported software, hardware, operating systems, and network communications by troubleshooting related issues. Configured and maintained, server(s), workstation(s), mobile devices, SSL certificates, group policies, and others. Provide customer support for Elasticsearch, Kibana, Kubernetes, and AWS. Address concerns and communicate with customers through Drift, PureChat, Jira Service Desk, and Zendesk. Contribute to Confluence documentation and bug fixes through GitHub.


PROFESSIONAL SKILLS


•Manual Testing WEB-applications,

•A positive attitude towards customer service and good communication skills;
•Good desktop system internal support experience and experience with IT operating systems: MS Windows, Linux, Red Hat, Ubuntu;
•Databases: MY SQL, Elasticsearch, ELK stack understanding;
•App & Web Servers /Web Environments: JBoss, Glassfish, Apache Tomcat, IBM Websphere (Liberty Core), Oracle Weblogic;
•Working within a TCP/IP network environment, including DHCP, DNS, and Ethernet;
•Working with Project tracking tools: Jira, Redmine, Zendesk, Drift, PureChat, Trello, OpsGenie, PagerDuty;
•Programming Languages: Java Core, Bash;
•Version Control Systems: Git;
•Automation/CI/CD/Build Tools: Jenkins, Travis CI;
•Virtualisation: VM Ware ESX/ESXi, Docker, Amazon AWS: EC2, S3;
•Orchestration: Kubernetes.