Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/2945408

Work experience

Merchant Services Customer Support Specialist

from 07.2019 to now (4 years 10 months)
B2B Soft, Киев (IT)

As a part of Merchant Services Customer Support team I have been providing day by day handling of mostly USA and Canada retailers' merchant account related requests.

I have been using the following FirstData merchant debit/credit card processor tools on a daily basis:
-AccessOne
-MyClientLine
-Merchant Service Center
-Service Center Web
-Clover Security, etc.

Technical Customer Support Specialist

from 02.2019 to now (5 years 3 months)
B2B Soft, Киев (IT)

As a part of Customer Support team I have been providing day by day handling of mostly USA and Canada mobile retailers' requests (min 20 per 8 hours) including calls, chats and emails on the complex POS (point of sales) software. My work duties included system configuration, issues troubleshooting, clarification and teaching, improving customer experience, finding problems and reporting bugs.

I have been also following personal GNO's and KPI's.

Except my team I have been closely communicating with Training and User Success team and Technical Operations team.

I have been using the following tools on a daily basis:
-Fonality phone system
-Zendesk for chats and service tickets handling
-Jira for issues reporting
-Confluence
-Microsoft Dynamics CRM
-Graylog for issues investigating and troubleshooting
-Outlook/Skype/GroupMe for daily communication

Solution Engineer (Subscriber Data Management)

from 03.2016 to 02.2019 (2 years 11 months)
Nokia, Киев (Telecommunications and networking)

Sales and marketing support at product and solutions levels, providing solutions and offer material (Bill of Material, Technical Statement of Compliance, Product Dimensioning, Technical Solution Description) on the variety of Subscriber Data Management related mobile network elements (HLR, HSS, EIR, MNP, AAA, etc.).

Providing support to Nokia Global Sales Support department internal customers in Subscriber Data Management area including cloud solutions.

Day to day coordination via conference calls and e-mail with regional teams for providing solutions and to clarify their doubts towards the final submission of the bid.

Working in international teams under tight timelines.

Mentoring and teaching engineers-new comers.

Radio Planning and Optimization Intern

from 01.2016 to 02.2016 (1 month)
Vodafone Ukraine, Киев (Telecommunications and networking)

Learning aspects of radio planning and optimization activities.

Education

НТУУ "КПИ"

Телекоммуникации, Киев
Higher, from 2010 to 2016 (5 years 5 months)

Additional education and certificates

Инновационное предпринимательство

2014, 3 месяца

Business English (Intermediate)

2013, 3 месяца

Польский язык (A1)

2015, 3 месяца

Nokia internal certifications

2018

Lean and Kaizen Advocate Training

2018

Root Cause Analysis and Escaped Defects Analysis

2018

Lingualeo English Grammar Course

2018

Sales Manager

2018, 5 дней

Knowledge and skills

Language proficiencies

• English — above average
• Ukrainian — fluent
• Russian — fluent
• Polish — beginner

Additional information

Job related skills:

-Telecommunications
-Mobile Networks
-Mobile Subscriber Data Management
-basic knowledge of HTML/CSS, C, C++, C#, SQL, software testing theory, agile (scrum)
-Technical translation
-Troubleshooting and issues identification


Communication skills:

-using a foreign language (English) as part of job duties
-good business communication skills (e-mailing, online and offline meetings)

Driving licence: B

Personal qualities: purposefulness, sociability, responsibility, scrupulosity, assiduity, attentiveness, honesty, sincerity, good sense of humor, healthy lifestyle.

Personal interests: Self-development, reading, healthy lifestyle, gym, workout, football, music, hitchhiking, travelling, financial markets investment, etc.