Arthur

Arthur Yermakov
SENIOR L2 TECHNICAL SUPPORT AND INFRASTRUCTURE SPECIALIST
Irpin, Ukraine | Remote | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFESSIONAL SUMMARY
L2 technical support and infrastructure specialist with 7+ years in customer-facing troubleshooting, NOC operations, virtualization, monitoring, backup and recovery, and incident coordination. Experienced in remotely connecting to customer environments, collecting and analysing logs and system events, restoring unavailable services and virtual machines, and communicating clearly throughout incidents. Current work includes remote support for connected EV charging infrastructure.
CORE TECHNICAL SKILLS
L2 Technical Support | Incident Triage and Escalation | Customer Communication | VMware and Hyper-V (5 years) | Networking and TCP/IP (3 years) | Linux (3 years, basic administration) | Windows and Windows Server | VM Deployment and Recovery | Virtual Disk Expansion and Partitioning | Log and Event Analysis | Nagios | NinjaRMM | Veeam | Commvault | Backup and Restore | SLA | Confluence and SOPs | IoT and EV Charging Support
PROFESSIONAL EXPERIENCE
L2 Technical Support | EVA Chargers | Feb 2026 – Present
• Provide remote configuration and operational support for connected EV charging stations and assist customers during live charging sessions.
• Diagnose connectivity, hardware, software, and backend communication issues; collect diagnostic evidence, document findings, and coordinate escalation when required.
• Use AI tools and task-focused agents for troubleshooting research, case summarisation, documentation, and knowledge-base drafting.
Team Lead | CYBEROO GLOBAL | Apr 2021 – Dec 2025
• Led a technical team supporting international B2B customers during critical infrastructure and security incidents in a 24/7 environment.
• Coordinated triage, escalation, recovery work, SLA communication, and clear customer updates throughout investigations.
• Developed Confluence SOPs and coached specialists on Veeam and Commvault workflows, improving consistency and onboarding.
Technical Department Manager | CYBEROO | Aug 2018 – Apr 2021
• Combined team coordination with hands-on L2 infrastructure support for international customer environments.
• Connected remotely to investigate incidents, collect diagnostic logs and Windows events, identify root causes, apply fixes within scope, and escalate complex cases with evidence.
• Deployed and configured VMware and Hyper-V virtual machines, restored offline VMs, adjusted CPU, memory and network settings, expanded virtual disks, and modified partitions and volumes.
• Monitored infrastructure with Nagios and NinjaRMM and supported backup and recovery operations using Veeam and Commvault.
SELECTED OPERATIONAL STRENGTHS
• Structured troubleshooting: clarify symptoms and impact, gather evidence, correlate logs and events, test likely causes, document actions, and verify recovery.
• Customer ownership: maintain clear updates during active incidents and prepare complete handovers with symptoms, diagnostics, actions, and outcomes.
• AI-assisted operations: create task-focused AI agents and coordinate AI workflows for research, documentation, knowledge management, and repeatable support tasks.
EDUCATION AND CERTIFICATIONS
Master’s Degree in Information Technology | Taras Shevchenko National University | 2006–2011
Commvault Certified Professional: File System Protection, Foundation, and SQL Server Data Protection (2022) | Commvault Technical Sales and Services Associate (2021) | Protecting Virtualized Environments Certification
LANGUAGES
English – Intermediate (B1) | Ukrainian – Native | Russian – Native