Mykola

Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/9246307

Work experience

Technical Support Team Lead

from 11.2021 to 09.2023 (1 year 10 months)
Nextiva, Київ (IT)

- Leading team of 14-22 VOIP Support Agents
- Monitoring KPIs
- Onboarding of new commers
- Improving team perfomance
- Creating and improving support processes
- Creating and improving knowledge bases

L1 Technical Support Agent

from 06.2021 to 11.2021 (5 months)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Assisting customer with MRR more than $1000
- Troubleshooting and resolving issues with routers, switches, rewalls that can aect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures
- Assisting with setting up and troubleshooting VLANs
- Troubleshooting and assisting with issues Voice QOS: checking latency, network jitter, packet loss using PingPlotter


- Troubleshooting and assisting with one way audio, no way audio, calls dropping, double registration, provisioning failure
- Troubleshooting call failures using Oracle Palladion checking call logs, message ows and analyzing SIP Response Codes
- Analyzing call logs and packet captures using Wireshark

L2 Technical Support Agent

from 03.2021 to 05.2021 (2 months)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Setting up and supporting trunk accounts(IP-PBX systems) - Troubleshooting and resolving issues with routers, switches, rewalls that can aect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures
- Setting up and troubleshooting fax bridges

L3 Technical Support Agent

from 10.2020 to 02.2021 (4 months)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Instructing American customers on how to use new phones via phone calls, emails and live chats
- Setting up and supporting phones: Polycom, Cisco, VTech, Panasonic, Grandstream
- Setup phone for multiply phone lines
- Supporting and setting up fax lines

Вчитель математики

from 09.2014 to 06.2017 (2 years 9 months)
ТЛ НТУУ КПІ, Київ (Освіта, наука)

Education

NTUU “KPI”

System Analysis of Financial Markets, Київ
Higher, from 2014 to 2021 (7 years)

I have master degree in System Analysis and Computer Science.

Knowledge and skills

Language proficiencies

• English — fluent
• German — beginner
• Ukrainian — fluent