Григорій

Gregory Sukhachov
Customer Support / Technical Support Expert

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Profile Summary
A professional with over 10 years of experience in technical support, aviation services, and
customer care. Deep expertise in VoIP technologies (Cisco BroadSoft, WebRTC, SIP),
international booking systems (Amadeus, Galileo, Sabre), and customer service
management. Skilled in troubleshooting complex technical and organizational issues, staff
training, and building long-term client relationships.

Key strengths: communication, stress tolerance, attention to detail, multicultural
competence, and a proactive approach.

Work Experience
Technical Support Engineer | Nextiva (VoIP, Telecommunications)
May 2021 – Present | 4+ years

● Providing first-line technical support via phone, email, and chat for B2B and B2C clients.
● Supporting and configuring VoIP platforms: Cisco BroadSoft, WebRTC clients, mobile
and desktop apps.
● Diagnosing and resolving SIP registration, call quality, device compatibility, and
network issues (IP routing, NAT, QoS, firewalls).
● Maintaining documentation, creating knowledge base articles, improving internal
processes.
● Collaborating with engineers and developers on complex incidents.
● Conducting technical training sessions for colleagues and clients.
● Continuously expanding VoIP and networking knowledge.

Agent Support Specialist | Webhelp (Norwegian Air Shuttle)
Oct 2019 – Apr 2021 | 1 year 7 months

● Provided support for travel agencies (Agent Support Department).
● Consulted on GDS operations, ticket reissues, schedule changes, and group bookings.
● Verified and authorized changes and corrections in reservations.
● Processed refunds via BSP Link Refund Applications.
● Delivered fast and professional support to travel agents worldwide.
● Ensured a high level of service and compliance with airline standards.

Aviation Specialist | TUI
Mar 2019 – Sep 2019 | 7 months

● Processed flight tickets and ancillary services.
● Worked with GDS and online booking synchronization.
● Communicated with airline representatives and travel agents.
● Monitored schedule changes and promptly informed customers.
● Resolved complex passenger and agent issues.

Sales Expert (Business & First Class) | TCG International
May 2018 – Mar 2019 | 11 months

● Handled client inquiries (mainly from the USA).
● Selected and sold optimal flight options (business and first class).
● Supported customers through all travel stages: booking, delays, and cancellations.
● Negotiated and built long-term relationships with VIP clients.
● Achieved and exceeded sales targets.

Ticketing Specialist | Ukraine International Airlines (UIA)
Dec 2016 – Apr 2018 | 1 year 5 months

● Worked at the airline’s airport office.
● Sold and issued flight tickets, additional services, and special fares.
● Assisted passengers under the loyalty program.
● Resolved conflict situations (overbooking, involuntary rerouting).
● Handled financial reports, accounting documentation, and cash operations.
● Maintained communication with airline representatives and departments.

Training Specialist | Simply Contact
Jul 2015 – Dec 2016 | 1 year 6 months

● Senior Training Specialist (Fareportal, Oct 2016 – Dec 2016): Conducted training
sessions, workshops, refreshers, and taught Sabre and Amadeus systems.
● Training Specialist (UIA, Jan 2016 – Sep 2016): Delivered onboarding training for new
employees, taught Galileo and Amadeus, and service standards.
● Shift Supervisor (UIA, Jan 2015 – Dec 2015): Managed a team of agents, handled
inbound/outbound calls and emails, issued tickets, and supported loyalty program
customers.

Assistant Aviation Specialist | Donetsk International Airport
Mar 2014 – May 2014 | 3 months

● Conducted passenger check-in for regular, charter, and private flights.
● Delivered flight documentation (loadsheet, PNL, etc.).
● Met arriving flights and coordinated ground handling.
● Ensured high service standards and aviation safety compliance.

Education
Donetsk National University named after Vasyl Stus

Master’s Degree in Philology (Ukrainian Language and Literature), 2013

Key Skills
• Technical Support: VoIP, Cisco BroadSoft, SIP, WebRTC

• Customer Service & Staff Training

• Booking Systems: Amadeus, Galileo, Sabre

• International Client Communication (EN/UA/RU)

• Networking Basics: NAT, QoS, Firewalls

• Conflict Management & 24/7 Support

Languages
Ukrainian — Native

Russian — Fluent

English — Advanced (comfortable for interviews)

Additional Certificates
Amadeus Basic Course, 2017

International Passenger Fares and Airline Documentation, 2017