Contact information

You can get this candidate's contact information from https://www.work.ua/resumes/3991123/

Work experience

IT-специалист

from 12.2024 to now (1 year 10 months)
Freelance, Дистанційно (IT)

Incident Management
Support Process Owner
Consultant

Аналітик

from 12.2023 to 12.2024 (1 year)
Temabit, Дистанційно (IT)

Collection of information, development, and coordination of the project
documentation
Review and monitoring of existing Service Level Agreements
Development of agreements on the provision and support of IT services (SLA)
Assistant to Project and Product leads

Support manager

from 12.2022 to 12.2023 (1 year)
Cloudmade, Дистанційно (IT)

Owner of the support process
Assistant to Product Manager
Handling customer service requests, monitoring, troubleshooting, and
reporting
Incident management according to SLA
Creating/managing Confluence knowledge base
Conducting and managing meetings

Спеціаліст Service Desk

from 12.2021 to 12.2022 (1 year)
Ciklum, Дистанційно (IT)

Handling customer service requests, troubleshooting
Incident management according to SLA
Creating/managing Confluence knowledge base
Conducting and managing meetings

Спеціаліст Service Desk

from 12.2019 to 12.2021 (2 years)
Intellias, Київ (IT)

Azure monitoring (System health, budgeting)
Incident management according to SLA
Creating/managing Confluence knowledge base
Creating an education plan for new employers
Conducting and managing meetings
Facilitating proper reporting activities on a daily/weekly/monthly basis

Customer support representative

from 12.2017 to 11.2019 (2 years)
Fishing Planet, Київ (IT)

Providing customers with accurate and up-to-date information regarding
company products (general advice, technical issues, payment methods, etc.)
Troubleshooting game-related hardware & software issues for Steam, Xbox, and
PlayStation 4 platforms
Issue escalation to a proper department
Community management via Steam discussions, Facebook, and product Forum
Handling Feedback (gathering, analyzing)
Maintaining product-related documentation up to date.

Customer Support Manager\VoIP Technician

from 06.2017 to 07.2017 (2 months)
Nextiva, Киев (Telecommunications and networking)

Provide technical support for VoIP clients over the phone, e-mail, chat etc:
•Troubleshoot hardware & software, configure user accounts.
•Maintain structured ticket history related to call problem and call resolution
•Ensure customer satisfaction by maintaining a proactive approach and amazing service.
•Coordination of contact through different departments

Customer support representative

from 03.2017 to 12.2017 (10 months)
Helpware, Київ (IT)

Provided technical support for mobile gaming projects for iOS and Android
Provided customers with accurate and up-to-date information regarding 8
mobile games ( by JamCity)
Troubleshot hardware & software issues for Android, iOS, and Desktop apps.
Collected and organized comments and suggestions (advice, opinions, player
feedback, etc.).
Kept the issue resolution knowledge base updated

Restaurant/ Hospitality Support Specialist

from 02.2017 to 04.2017 (3 months)
F&B Management, Киев (IT)

• Provide technical support for clients over the phone and via remote support tools
•Troubleshoot hardware & software, setup user accounts and profiles
•Building and maintaining databases
•Log and track calls using call tracking software and maintain historic records related to call problem and call resolution documentation
•Brainstorm with managers and team members to resolve complex problems and escalate difficult issues to Team Lead for more technical assistance
•Ensure customer satisfaction by maintaining a proactive approach with customers
•Perform additional tasks/assignments as directed by management

Project Manager

from 08.2016 to 02.2017 (7 months)
DVV International (Institute for International Cooperation of the Deutscher Volkshochschul-Verband), Киев (Non-profit and charitable organizations)

• logistics of training and seminars;
•participants survey;
•conducting reports;

Project Manager

from 05.2011 to now (15 years 5 months)
Center of informal education Diversity, Chisinau (Moldova), Кишинёв (Non-profit and charitable organizations)

-Program and project developing and management
-Grant applications writing and handling
-Organizing and managing seminars and training courses
-Administrative and office tasks

Summer camp assistant

from 05.2011 to 07.2016 (5 years 3 months)
The International Language Training Center ILTC, Кишинёв (Education and science)

Managing daily activities of summer camp groups: supervision of children, conducting of classes and games, indoor and outdoor activities
Assisting or handling teaching activities

Education

The State University of Moldova (Chisinau, Republic of Moldova)

General and Clinical Psychology - Pedagogy, Кишинёв
Higher, from 2010 to 2014 (4 years)

Knowledge and skills

• PC User
• Computer literacy
• CRM
• Hardware
• Grammatically correct speech
• MS Office
• Adobe Photoshop
• ITIL
• Kibana
• Grafana
• Jira
• Confluence
• Ведення CRM
• MS Azure
• AWS
• Change management
• Комунікабельність
• Mixpanel
• Firebase
• Asana
• Zendesk

Language proficiencies

• English — advanced
• Ukrainian — average
• Romanian — average

References

• Michel Mercurio

  Michel Mercurio

  Director of Installs & Training, F&B Management

  Contact details are hidden

• Oleg Smirnov

  Oleg Smirnov

  Executive Director, DVV International in Ukraine

  Contact details are hidden

• Kira Kreyderman

  Kira Kreyderman

  Executive Director, Interethnic Summer Academy "Sources of tolerance"

  Contact details are hidden

• Viсtoria Galii

  Viсtoria Galii

  Executive Director, International Language Training Center ILTC

  Contact details are hidden

Additional information

As a Moldovan citizen, I'm able and allowed to cross the Ukrainian border as I please. Thus, I live in Kyiv and Chisinau at the same time.
Quite interested in a good and healthy, non-formal team atmosphere. Prefer remote.
Disapproval of micromanagement.
Looking for a place to grow.

Owner of the support process, designed, documented, and implemented support processes (SLA, monitoring, tickets, reporting, schedule), integrating the dev and delivery team. Designed and wrote onboarding and how-to materials. Assistant to Product and Project leads (analytics, reporting, etc.)
As part of a dedicated team, contributed to creating and supporting an online trading/banking platform for the UAE
As part of a dedicated team established a support department from scratch.
I provided customer and community support for a standalone free-to-play game on Steam, PS4, Xbox Live, and Microsoft Store.
Provided customers with accurate and up-to-date information regarding 8 mobile games (download games, technical problems with games, payment methods, etc.)
I lived and worked in the USA, spent a few years doing NGO and volunteer jobs, and participated in international events across Europe.