Особисті дані приховані

Technical Support /Customer Service

Highlights:

customer service focused;
diligent;
easy and fast learning;
organized;
responsible;
result oriented.

Career history

Position: Technical Support Specialist

Duties: technical assistance via email, on-line chat. Troubleshooting email issues, issues with the web hosting.
Date and place: GeeksForLess Inc. 10.08.2009 – 01.03.2010

Position: Tier 2 Technical Support Specialist
Duties: technical assistance via email, on-line chat, phone calls. Working with tickets and their further escalations, troubleshooting email issues, database issue and issues with web hosting and domain issues etc. Helping tier 1 agents with their tasks.
Date and place: GeeksForLess Inc. 01.03.2010 – 01.12.2011

Position: Project Manager
Duties: working process organization, planning, tasks coordination between team members and controlling their results, correspondence, coordination of the various issues with the heads of the project, reporting to superiors, participate in meetings, conferences, internal corporate conferences, phone calls
Date and place: GeeksForless Inc. 01.12.2011 – 01.09.2012

Position: Technical support Team Leader, Junior Salesforce consultant
Duties: coachings, team work organization, participation in meetings, reports composing, KPI reports as well, multitasking and dealing with difficult situation, helping team to manage requests from the customers if they require, helping team to investigate different difficult cases, dealing with escalations.
Date and place: GeeksForLess Inc. 01.11.2015– 15.07.2022

Part-time contract:
Position: Customer Service and Refund Specialist
Duties: refunds, replacements and customer support via Amazon Sellercentral.
Date and place: Strella lab 01.08.2018-01.10.2024

Position: Technical support agent
Duties: troubleshooting users' issues vie emails in freshdesk service and chat in Discord, running mysqls queries on Dbwear client, reading logs in Grafana, assisting users to understand the product, guiding with the instructions and explaining the mechanics and first steps in the game, escalating issues, leading users thru the processes to achieve the best users experience.
Date and place: Uplandme Inc. 19.04.2021– April 2025

Qualifications/Education
Mykolaiv State University named by Sukhomlinsky
Faculty of Foreign Languages
Specialist degree

Technologies
Platforms: Windows, Linux (basic)

Applications and Skills:

• FTP clients
• MySQL (basic commands like mysql dump and import; create and show tables; analyze and repair tables; join tables)
• Putty (standard commands like whois, host, host -t; dns ns.server.com, ssh connection, symlink creation etc.)
• Trellix interface, Wordpress structure(basic) and interface
• Salesforce
• Cpanel
• Service desk
• WHM
• WHMS
• Jira
• Manychat
• e-mail clients and mail protocols (Thunderbird, Outlook; pop/imap/smtp)
• MS Office
• Freshdesk
• Grafana (searching and reading logs)
• Hubspot
• Amazon SellerCentral

Language skills
Ukrainian – native
Russian - C1
Slovak -A2
English – B2

Additional information

Interests
IT, music, movies, photography and video