Contact information

The job seeker has entered a phone number , email and LinkedIn.

You can get this candidate's contact information from https://www.work.ua/resumes/4175388/

Work experience

Technical Operations Lead

from 09.2025 to now (1 year)
KLR Bus, Дистанційно (Транспорт, логістика)

Leading the restructure of a dual IT function — IT HelpDesk (3 staff) and SysAdmin (4 staff) — building processes, frameworks, and documentation that didn't exist before I arrived.

Key results:
- 1,500+ support conversations handled per month via Featurebase
- 10-minute average resolution time across all ticket types
- 200+ article IT documentation library built from scratch (FAQs, runbooks,
onboarding guides, process docs)
- Access management administered for 100+ employees with role-based access control frameworks
- Claude AI bots integrated into Featurebase to automate ticket routing and
self-service resolution
- CSAT tracking configured for real-time support quality visibility
- Direct liaison between IT department and COO on all strategic priorities
and cross-departmental restructuring initiatives

Project Manager

from 05.2023 to 08.2025 (2 years 4 months)
HivePress, Дистанційно (IT)

Project Manager for HivePress's WordPress theme and plugin product line, working directly with the CEO on strategy, roadmaps, and release planning.

I owned the full release cycle: product roadmap development, milestone tracking, backlog prioritization, and client-facing communications. Every backlog decision was informed by support data — if the same issue kept appearing in tickets, it went to the top of the product queue.

I also ran manual QA across browsers and devices before each release, catching defects before they became support tickets.

Technical Support Engineer

from 04.2023 to 08.2024 (1 year 5 months)
PocketBank, Дистанційно (Фінанси, банки, страхування)

Technical support on a live cryptocurrency exchange platform — where issues affect real money in real time.

I resolved Tier 2 issues covering trading functionality, account access,
transaction processing, and connectivity failures under live trading conditions.
I monitored the platform for performance anomalies and security threats, and led emergency response coordination during system outages to minimize disruption to active trading operations.

On the team side: mentored and onboarded new support engineers, sharing escalation frameworks and client communication standards to cut ramp time
and standardize incident handling.

This role ran concurrently with my HivePress position.

Technical Support Engineer

from 12.2022 to 08.2025 (2 years 9 months)
HivePress, Дистанційно (IT)

Tier 2 technical support for HivePress's full WordPress theme and plugin
ecosystem — with measurable results.

Through structured escalation triage, knowledge base development, and
cross-functional coordination with engineering, I delivered a 30% reduction
in overall support workload.

Day-to-day: diagnosing plugin conflicts, PHP errors, and performance bottlenecks; escalating root-cause-identified bugs via structured Asana tasks with full reproduction steps; maintaining a self-service documentation library that deflected repetitive inbound contact on known issues.

Technical Support Engineer

from 02.2021 to 08.2024 (3 years 7 months)
Inqud, Дистанційно (Фінанси, банки, страхування)

Three and a half years supporting a fintech payment platform — long enough to build the systems, not just work in them.

I owned the complete triage workflow: receiving client reports, classifying by complexity and impact, logging structured Jira tickets, and routing escalations to developers, DevOps, or system administrators with the context they needed to act immediately.

I wrote the knowledge base content that standardized how the team handled onboarding, access configuration, and connectivity issues — reducing escalation dependency on senior staff. I also configured user access and privilege levels across client accounts, and monitored systems for anomalies and outages.

Guided and mentored 3 junior support staff on platform workflows, escalation protocols, and client communication.

Technical support specialist

from 01.2018 to 01.2021 (3 years)
IdeaBank, Івано-Франківськ (Фінанси, банки, страхування)

Technical support for business banking clients at one of Ukraine's largest
banking groups — a high-stakes environment where service quality directly affects client retention.

I led a team of 4 support staff, coordinating daily operations, tracking team KPIs, and maintaining consistent service quality and customer satisfaction across a large portfolio of business clients.

Handled complex incident resolution through a structured Tier 1 workflow:
incident recognition, root cause isolation, resolution, and recorded escalation with follow-up. Managed high-volume inbound requests, triaging complexity and routing to appropriate departments when escalation was required.

Customer Services Specialist

from 01.2017 to 01.2018 (1 year)
IdeaBank, Івано-Франківськ (Фінанси, банки, страхування)

Entry-level customer service role handling inbound requests from banking
clients. Promoted to Technical Support Specialist in January 2018 based on
consistent service quality and strong problem-solving skills.

Education

Vasyl Stefanyk Carpathian National University

Tourism and Travel Services Management, Івано-Франківськ
Higher, from 2022 to 2023 (1 year)

Beetroot Academy

Frontend Web Development, Івано-Франківськ
Unfinished higher, from 2020 to 2020 (less than 1 year)

Ternopil Academy of National Economy

Manager, Івано-Франківськ
Higher, from 2015 to 2019 (4 years)

Additional education and certificates

freeCodeCamp, Responsive Web Design

2020
Certificate

Udemy, Certificate of completion HTML5 Ultimate Course

2021
Certificate

Udemy, Certificate of completion CSS3 Ultimate Course

2021
Certificate

Udemy, Certificate of completion Advanced jQuery Course

2021
Certificate

Coursera, Technical Support Fundamentals (Google Career Certificates)

2023
Certificate

Coursera, The Bits and Bytes of Computer Networking (Google Career Certificates)

2023
Certificate

Coursera, System Administration and IT Infrastructure Services (Google Career Certificates)

2023
Certificate

Coursera, Operating Systems and You: Becoming a Power User (Google Career Certificates)

2023
Certificate

Coursera, IT Security: Defense against the digital dark arts (Google Career Certificates)

2023
Certificate

Coursera, Google IT Support

2023
Certificate

Responsible AI: Applying AI Principles with Google Cloud, Google

2025
Certificate

Prompt Design in Vertex AI, Google

2025
Certificate

Introduction to Responsible AI, Google

2025
Certificate

Introduction to Large Language Models, Google

2025
Certificate

Introduction to Generative AI, Google

2025
Certificate

English Language Achievement Certificate, Preply

2026

Certificate of ENGin Program Participation, ENGin

2026

Knowledge and skills

• Team Mentoring
• CSAT
• Featurebase
• Linear
• Jira
• Claude AI
• Team Leadership
• Troubleshooting
• Datadog
• Escalations Management
• Technical Documentation
• IT HelpDesk management

Language proficiencies

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

References

• Ihor Ahnianikov

  Ihor Ahnianikov

  Chief Executive Officer, HivePress

  Contact details are hidden

• Serhii Andrushchenko

  Serhii Andrushchenko

  Growth Manager, Speechify

  Contact details are hidden

Additional information

I manage two IT teams totalling 7 people at KLR Bus while bringing 9 years of
hands-on technical support engineering across FinTech, cryptocurrency, WordPress SaaS, and banking — which means I can lead the team and fix the problem myself.

At KLR Bus: rebuilt IT HelpDesk (3 staff) + SysAdmin (4 staff) from scratch,
handling 1,500+ monthly conversations at a 10-minute average resolution time, managing access controls for 100+ employees, building a 200+ article documentation library, and integrating Claude AI bots via Featurebase to automate ticket routing.

At HivePress: cut support workload by 30% running Technical Support Engineering and Project Management in parallel — owning Tier 2 WordPress escalations while working directly with the CEO on roadmaps and backlog prioritization.

What I bring:
→ IT team management & restructuring (7 direct reports)
→ CSAT · Escalation management · Knowledge base development
→ Claude AI integration and support automation
→ Tier 2/3 support across WordPress, crypto platforms, and fintech payments