Особисті дані приховані

SERHII MAIDANNYK
TECHNICAL SUPPORT SPECIALIST

PROFILE
Tech Savvy, pro-activeness, confidence and forward-thinking might be
considered among my superpowers.

WORK EXPERIENCE
CONTACT
[відкрити контакти](див. вище в блоці «контактна інформація») Nextiva, VoIP platform Nov, 2019 - Jun, 2025
(Telegram/WhatsApp/Viber)
Leading Specialist in Enterprise Support
[відкрити контакти](див. вище в блоці «контактна інформація»)
Worked with tremendous scope of different issues like
programming and provisioning VoIP phones
Batumi, Georgia analyzing SIP and Pcap logs
fixing Network-related issues
Shipping/Billing/Porting issues
account setups for different types of systems
EDUCATION performing investigations of different levels of complexity to address
issues with vFax, PBX, Call Recording, Voice platforms (3 generations)
2010 - 2011 worked with Analytic systems like Call Center Reports or Voice
NATIONAL AVIATION Analytics
UNIVERSITY issues related to CRM product developed by company: setting up
Master of Engineering roles&permissions, data migration
Integrations (including API and SFTP)
maintain knowledge database for company
2006 - 2010 supporting app for mobile devices (consultations/fixing stuff)
NATIONAL AVIATION Communicated with business reps via Phone and Email to deal with the
UNIVERSITY mentioned above scope
Bachelor of Engineering

CEX.IO, crypto platform Mar, 2018 - Nov, 2019
SKILLS
QA Process owner/Compliance Support rep/Complaints dept
Teamwork representative
Effective Communication As a Quality Assurance Process owner, I
Critical Thinking
developed a quality control process for all 4 subdivisions of Client
Support from scratch
started with simple evaluations of agents' performance on four
communication channels
prepared documentation for procedures and flowcharts
developed evaluation system in Excel for Team Leads convenience
with different levels of access and formulae for advanced metrics
LANGUAGES introduced additional practices like issuing a monthly digest, a few
motivation and educational programs
English (Advanced) pushed different support concepts like FCR, necessity of Rapport and
Ukrainian (Native) Empathy, KISS-principle, etc
Russian (Native) issued multiple articles on product knowledge
Polish (Basic)
 As a Compliance Support rep/Complaints dept representative, I
worked on complaints, delivering the company's reaction to end-
users, de-escalating users and providing feedback to the Marketing
dept if necessary
negotiated with users in order to obtain necessary documents for
compliance verification
MISC:
Aviacontact, booking platform Feb, 2017 - Mar, 2018

Some interesting facts about me: Team Lead in Claims dept
1) I've visited 9 European
countries Maintaining and developing a Team of specialists that were dealing
2) I've read all books of E.M. with refund requests
Remarque helping agents to communicate with airlines to acquire
reimbursement in contradictory cases
I like: educating agents on airline policies
popular science working on improving agents performance
well-ventilated rooms disputing results of quality evaluations for agents
music organizing motivation events for agents

I hate:
pragmatic people
badly-ventilated rooms
my hairdresser CERTIFICATIONS
Worked under CPNI, GDPR, PCI DSS, HIPAA regulations.