Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/4540240/

Work experience

Technical support specialist

from 10.2021 to now (4 years 5 months)
Nextiva, Київ (Телекомунікації, зв'язок)

• Provisioned and supported VoIP hardware/software (IP phones, ATAs, IP PBX, Nextiva App, CRM, Call2Teams).
• Configured call routing, number management, call centers, and CRM/reporting integrations.
• Delivered Tier 1–2 technical support with diagnostics, troubleshooting, and escalation documentation.
• Collaborated cross-functionally with NOC, Product, and QA teams to identify systemic issues and improve workflows.
• Recognized for proactive diagnostics and user retention impact through efficient resolution of recurring incidents.

Shift Manager

from 11.2020 to 09.2021 (11 months)
NDA, Київ (IT)

• Supervised shift operations, assigning tasks and ensuring workflow efficiency.
• Monitored, triaged, and escalated IT incidents in line with SLAs and protocols.
• Supported team members in resolving issues and delivering timely customer service.
• Communicated updates on policies, procedures, and product changes to staff.

Lead Researcher

from 11.2019 to 01.2020 (3 months)
CIENCE, Inc., Київ (Маркетинг, реклама, PR)

- Conducted in-depth research to identify potential clients aligned with the company’s target buyer personas
- Compiled and maintained customized contact lists to support lead generation and sales initiatives
- Utilized various online tools and databases to enrich and validate lead information for accuracy and relevance
- Regularly updated and optimized existing contact databases with the latest, most pertinent data

Internship Trainee

from 07.2018 to 08.2018 (2 months)
Shenzhen Federation of Youth Entrepreneurship Promotion, Shenzhen, China (Research; event organization)

- Doing the NGO market research in Shenzhen.
- Collecting offline/online data on NGO functionality in Shenzhen.
- Designing marketing strategy on NGO promotion and development in Shenzhen.
- Participating in "The 2nd International Youth Innovation Conference" in Shenzhen.

Customer Support Specialist

from 08.2017 to 05.2020 (2 years 10 months)
SupportYourApp, Киев (IT)

- Resolving basic to complex support issues for customer inquiries received via email, chat and phone regarding the assigned clients' software (SaaS, B2C) in English, Russian and Ukrainian.
- Clarifying the customer's complaint; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.
- Creating and maintaining an internal knowledge base regarding the supported software functionality.
- Training new team members.

Busser

from 06.2016 to 08.2016 (3 months)
Red Lobster, Fort Walton Beach, FL, USA (Hotel and restaurant industry)

-Preparing dining areas before guests are seated.
-Decorating tables with napkins, linens.
-Placing tableware and condiments on tables.
-Maintaining table settings by removing finished courses and replenishing utensils as necessary.
-Supporting wait staff by assisting them with delivery of food and retrieval of any supplies they may require.

Housekeeper

from 05.2016 to 08.2016 (4 months)
Holiday Inn Resort, Fort Walton Beach, FL, USA (Hotel and restaurant industry)

-Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing.
-Ensure all rooms are cared for and inspected according to standards.
-Protect equipment and make sure there are no inadequacies.
-Notify superiors on any damages, deficits and disturbances.
-Deal with reasonable complaints/requests.

Education

Universitas Ahmad Dahlan

Індонезійська мова і культура, Yogyakarta, Indonesia
Unfinished higher, from 2016 to 2017 (1 year)

Пройшла курс індонезійської мови, літератури та культури в університеті "Universitas Ahmad Dahlan", м Джокьякарта, Індонезія. Навчання проходило англійською та індонезійською мовами.

Київський національний університет імені Тараса Шевченка

Індонезійська мова і література; Англійська мова, Киев
Higher, from 2014 to 2019 (5 years)

Additional education and certificates

Google Data Analytics Professional Certificate

2025, 3 місяці
Certificate

The Complete SQL Bootcamp: Go from Zero to Hero

2025, 2 місяці
Certificate

Knowledge and skills

• WordPress
• Jira
• Уміння працювати в режимі багатозадачності
• Ведення CRM
• VOIP
• Broadsoft
• Provisioning
• IP PBX
• Softphone
• SQL
• Data analysis
• Technical support for users
• Local network administration
• Data management
• Analytical thinking
• Troubleshooting
• Second line of support

Language proficiencies

• English — fluent
• Ukrainian — fluent

Additional information

Dynamic and technically proficient Translator (English, Ukrainian) / VoIP / Technical Support Specialist with a comprehensive background in telecommunications and customer support.
Skilled in maintaining and customizing VOIP services to meet clients' specific operational needs, including resolving call routing issues, provisioning and configuring VOIP phones, and setting up call centers with CRM integrations.
As a Shift Manager, demonstrated strong leadership in assisting customers, covering fraud cases, supervising teams, and ensuring high-quality case management.
Experienced in English-Indonesian and Indonesian-English interpretation and translation, proficient in facilitating communication during workshops, cultural festivals, and meetings, as well as writing and translating essays.
Excelled as a Customer Service Representative, resolving a wide range of support issues for SaaS and B2C clients in English, Russian, and Ukrainian, and contributed to team knowledge by creating and maintaining a detailed internal knowledge base. Adept at training new team members and communicating new procedures and product information to staff.