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Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/6889224

Work experience

L2 Support Engineer

from 11.2023 to now (6 months)
TemaBit Fozzu Group, Харків (IT)

— User support
— Work with appeals
— Description and documentation of work processes
— Writing instructions
— Data quality control
— Work with monitoring
— Search for process optimization
— Analysis of atypical appeals and the choice of ways to solve them

Junior Support Engineer

from 09.2023 to 11.2023 (2 months)
Київстар, Харків (Телекомунікації, зв'язок)

- Support of the system that ensures the operation of the call center
- Reception and correction of requests from the business customer about system errors
- Installation of system updates
- Solving problems, describing and submitting a request to the development team
- Analysis of system logs to determine the cause of the error
- Participation in installing updates and checking the updated functionality
- Acceptance of errors and correction of incidents
- Execution of SQL queries
- Elimination of other errors

Junior Software Engineer

from 08.2023 to 08.2023 (less than a month)
Перший Український Міжнародний Банк (ПУМБ), Харків (Фінанси, банки, страхування)

Identification and analysis of application problems.

Configuration management, application deployment.

Monitoring for application stability.

Processing of Helpdesk requests (2L).

Install releases.

Working closely with development teams to deploy new components and improve existing applications.

L2 Support Engineer

from 09.2022 to 08.2023 (11 months)
FluentPro Software, Харків (IT)

Participate in meetings to set up & configure our products.

Resolve support cases that require server-side investigation, from the DEV team and from end customers

Support on engineering level (network, OS, DB troubleshooting)

Create and maintain product troubleshooting guidesSupport product infrastructure, following maintenance guides.

Специалист технической поддержки

from 03.2021 to now (3 years 2 months)
Speedflow Communication Ltd., Харьков (Телекомунікації, зв'язок)

Resolved diverse range of technical issues
across multiple systems and applications for
customers and end-users across various time
zones.

JIRA, Slack, Trello, Skype, OTRS.
Debugging and searching
for root cause in system and program logs.
Provided Tier 1 IT support to non-technical
internal users through desk side support
services.

Translated complex technical issues into
digestible language for non-technical users.
Installing and supporting company's VoIP and
SMS Business Solutions software onto new Linux
clients servers.

Специалист технической поддержки

from 02.2021 to 03.2021 (1 month)
Аутсорсинговый контактный центр «Dealist Solutions», Харьков (IT)

Checking (verifying) customer data (check
KYCs).

Communication and correspondence with
clients (chat, email, tickets)

Технический специалист

from 10.2015 to now (8 years 7 months)
Университет Ресурсной Медицины, Харьков (Медицина, охорона здоров'я, аптеки)

Used ticketing systems to manage and process
support actions and requests. Monitored systems in operation and quickly
troubleshot errors.

Configured hardware and granted system
permissions to new employees. Documented support interactions for future
reference.

Digital books distribution. Advertising to a target audience on Facebook,
Instagram, YouTube. Designing a company brandbook and
merchandise.

Landing-pages construction with Creatium
and Platforma LP, Wix, and WordPress websites. Responsibility for social networks, YouTube
channel with 34,000 subscribers.

Education

Programming Hub

Харків
Specialized secondary, from 2023 to 2024 (1 year)

IT Coursers

Coursera

Google IT Support, Харків
Specialized secondary, from 2022 to 2022 (меньше 1 года)

Activities and societies: Technical Support Fundamentals

The Bits and Bytes of Computer Networking

Operating Systems and You: Becoming a Power User

System Administration and IT Infrastructure Services

IT Security: Defense against the digital dark arts

Google IT Support Certificate

IT Support, Харьков
Specialized secondary, from 2022 to 2022 (меньше 1 года)

Already finished Technical Support Fundumentals course

Компьютерная Академия ШАГ

Графический дизайн, Харьков
Specialized secondary, from 2017 to 2019 (2 years)

Additional education and certificates

Google IT Support Certificate

3 месяца

IT Security: Defense against the digital dark arts

1 місяць
Certificate

System Administration and IT Infrastructure Services

1 місяць
Certificate

Operating Systems and You: Becoming a Power User

1 місяць
Certificate

The Bits and Bytes of Computer Networking

1 місяць
Certificate

Technical Support Fundamentals

1 місяць
Certificate

Cloud Computing. ID: 1689588720749

1 неділя
Certificate

Computer Networks. ID: 1683502480688

1 неділя
Certificate

JavaScript. ID: 1684092985820

1 неділя
Certificate

Node JS. ID: 1684104826942

1 неділя
Certificate

RBDMS. ID: 1683847705651

1 неділя
Certificate

SQL Programming. ID: 1683720824555

1 неділя
Certificate

CEFR B2 Upper Intermediate. ID: f238a681

1 неділя
Certificate

Knowledge and skills

Language proficiencies

• English — advanced
• Ukrainian — fluent
• Russian — fluent
• German — beginner
• Polish — beginner

Additional information

Enthusiastic, organized, and detail-oriented IT Support Technical Specialist with experience in telecommunications, online retail, and customer service. Enjoy helping people in resolving their problems. A team player who's always open to discussion and communication.

Stack of technologies I worked with:
Linux (CentOS, Ubuntu server), Windows server, IIS/Nginx/Apache, Jira, Microsoft Teams/Slack/Trello, OTRS/ZenDesk/Intercom, ISPs, Nagios/Zabbix/Site 24x7/Uptime robot, Glassfish, Redis, RTP/SMPP/VoIP, Wireshark, PostgrSQL/MySQL/Microsoft SQL/MongoDB/Oracle Database, WordPress/Wix, API/HTTP/JSON, IPMI, VPN (IPSec), OData, Networking/OSI model/OSPF/TCP/IP, DNS/DHCP, System Administration, Cloud Computing (Azure), Hyper-V/Virtual Box, Jenkins, Mikrotik, Active Directory/Azure Active Directory, Firewalls, Encryption, Powershell, Microsoft Azure, JavaScript, Node.js, Ansible, Kubernetes, Elastic Stack (ELK), Grafana, Git (GitLab/Azure DevOps), Confluence, Google Workspace, Office 365, Microsoft Dynamics CRM, Dynatrace, RabbitMQ