Контактна інформація

Шукач вказав телефон , ел. пошту та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/10947957/

Досвід роботи

Technical Support Team Leader

з 02.2023 по нині (2 роки 6 місяців)
Virtuozzo, Львів (IT)

Team Management: Led an international team of L1, L2, and L3 support agents, overseeing hiring, training, and performance management to enhance team effectiveness.
Performance Oversight: Set performance goals, conducted evaluations, and provided coaching and mentoring to improve individual and team performance.
Issue Resolution and Collaboration: Provided guidance on complex or escalated issues and worked with product development and engineering teams to integrate customer feedback and drive product improvements.
Metrics and Reporting: Analyzed support metrics and customer feedback to identify trends and areas for improvement. Delivered regular reports on team performance, including customer satisfaction, response times, and resolution rates.
Support System Configuration: Configured and managed the Zendesk ticket system, including setting up triggers, automations, and other advanced features to streamline support processes and boost efficiency.

System administrator

з 03.2022 по 03.2023 (1 рік)
Dapplica, Дистанційно (IT)

Blockchain Node Management: Deploying and maintaining blockchain nodes and related infrastructure.
Server Configuration: Setting up servers and specialized software for blockchain projects.
Monitoring and Analytics: Configuring monitoring systems using Zabbix, Grafana, and similar tools to ensure server health.
Alert Systems: Implementing alert systems to notify of changes in software status.
Incident Response: Quickly identifying and resolving issues, ensuring minimal downtime.
Software Updates and Backups: Performing software updates, backups, and data transfers between servers.
Resource Optimization: Anticipating resource requirements, scaling, and optimizing server performance as needed.
Documentation: Documenting key milestones and processes for the software.

Technical Solutions Engineer

з 01.2022 по 02.2023 (1 рік 1 місяць)
Sisense, Дистанційно (IT)

Critical Issue Investigation: Investigated critical issues impacting customer operations, collaborating with cross-functional teams using a swarming approach for efficient resolution.
Technical Troubleshooting: Utilized Linux shell, REST API, and web applications for troubleshooting and debugging, applying technical documentation to identify process improvements.
Solution Development: Designed and proposed solutions to address technological and business needs, including workarounds for product issues and enhancements.
Support Model Transition: Actively participated in the transition to the Swarming model, contributing to the integration of team expertise to improve issue resolution and response times.
Cross-Functional Collaboration: Worked closely with R&D and product
teams to align customer requirements with product improvements and drive enhancements.
Technical Documentation: Leveraged technical documents to support problem- solving and solution development.

L3 Support Engineer

з 09.2013 по 01.2022 (8 років 4 місяці)
OnApp (now Virtuozzo), Львів (IT)

Technical Support and Incident Management: Provided third-line (L3) support for complex technical issues, working with engineering teams to diagnose, troubleshoot, and resolve critical issues, minimizing downtime.
Cloud Management and Automation: Deployed and managed cloud infrastructure, ensuring high availability and performance. Developed scripts to automate processes, enhancing efficiency.
Collaboration and Customer Interaction: Worked with developers, QA, and product managers to address technical issues. Communicated with customers to understand their needs and provide solutions.
Documentation and Training: Created and updated technical documentation and troubleshooting guides. Assisted in training junior engineers and provided team guidance.
Product Owner Role (Sep 2021 - Jan 2022(6 months)): Acted as a Product Owner, collaborating with Scrum Masters and product management to ensure stakeholder satisfaction. Defined technical requirements, user stories, and support processes to ensure timely delivery of work.

System Administrator

з 09.2012 по 09.2013 (1 рік)
Ericsson, Львів (IT)

Incident Management: Monitored and updated tickets through an ITIL-based incident management system, ensuring timely resolution of issues.
Problem Diagnosis and Resolution: Diagnosed and resolved problems related to Linux operating systems and components.
System Configuration and Administration: Configured, administered, and troubleshot Linux servers and desktops. Installed and set up hardware, software, and Ethernet equipment.
Technical Support: Provided ongoing support to maintain system stability and performance, addressing and resolving technical issues efficiently.


Webmaster

з 01.2009 по 01.2015 (6 років)
Freelance, Львів (IT)

Web Development and Customization: Developed and maintained websites using WordPress, Joomla, HTML, CSS, and JavaScript. Customized templates, plugins, and components to meet client requirements and enhance functionality.
Deployment, Hosting, and DNS Management: Deployed and managed websites using the LAMP stack (Linux, Apache, MySQL, PHP). Configured web hosting environments, DNS settings, Content Delivery Networks (CDNs), and SSL certificates to optimize performance and security.
Content Management and SEO: Managed and updated website content, implementing basic SEO practices to improve visibility and search engine rankings.
Technical Support: Provided ongoing support, updates, and troubleshooting to ensure website security, performance, and compatibility.

System Administrator

з 01.2008 по 09.2012 (4 роки 8 місяців)
Ukrainian Catholic University, Львів (Освіта, наука)

System Configuration and Installation: Configured, installed, and troubleshot desktop computers, including operating systems, internal components, peripherals, and software.
Problem Diagnosis and Resolution: Diagnosed and resolved issues related to hardware, software, and network connectivity.
Technical Support: Provided technical assistance for troubleshooting and configuration needs, ensuring optimal system performance and user satisfaction.

Освіта

Національний Університет "Львівська Політехніка"

Комп'ютерна інженерія, Львів
Вища, з 2008 по 2011 (3 роки)

Технічний коледж Національного Університету "Львівська Політехніка"

Комп'ютерна інженерія, Львів
Середня спеціальна, з 2004 по 2007 (3 роки)

Додаткова освіта та сертифікати

DevOps & Clouds, Web Academy

2025

Знання і навички

• Windows
• Linux
• DNS
• Ubuntu
• IP (Internet Protocol)
• MySQL
• TCP
• MacOS
• Operating systems
• Apache HTTP Server
• CentOS
• WordPress
• Nginx
• Zabbix
• Docker
• Jira
• Git
• Joomla!
• Virtualization
• SSH
• Management skills
• Ansible
• HTTP
• AWS
• KVM
• Nagios
• CMS
• Terraform
• Confluence
• Xen
• HTTPS
• Kubernetes
• Apache Tomcat
• Vagrant
• HAProxy
• Redis
• GitLab
• Zendesk
• OpenStack
• Proxmox VE
• Virtuozzo
• ITIL

Знання мов

• Англійська — вище середнього
• Польська — початковий