Євгеній

Yevhenii Kolesnyk
Technical support specialist
Ready to work as:ELD Technical Support Specialist (Tier 2), Fleet Manager (ELD), Safety / Compliance Specialist
Occupation type:full-time
Age:24
Residence:Mykolaiv, Ukraine
Contacts
Phone:[відкрити контакти](див. вище в блоці «контактна інформація»)
E-mail:[відкрити контакти](див. вище в блоці «контактна інформація»)
Working experiences
Technical support specialist
From 09.2021 till now (4 years 4 months)
TrackEnsure Inc., Mykolaiv (IT)
Technical Support Specialist with 4+ years of experience in US & Canadian trucking industry (ELD systems). Skilled in troubleshooting, compliance support, and customer communication. Experienced in handling high call volumes, working with safety regulations (FMCSA), and resolving complex technical issues in English. Within my responsibility area, I:
• Handle 50-80 inbound calls daily from US & Canadian truck drivers
• Troubleshoot ELD hardware & software issues (logs, malfunctions, connectivity, HOS)
• Assist drivers with FMCSA compliance requirements
• Work with emails and chats
• Reduce repeat calls by effective first-call resolution
• Handle escalated technical & compliance issues
• Cooperate with internal teams
• Make prompt decisions for effective issue resolution
• Mentor new employees
• Improved first-call resolution rate
• Maintained high QA score

Key Expertise
• ELD systems & troubleshooting
• FMCSA regulations & HOS
• US trucking industry support
• Driver compliance assistance
• Call center KPI & SLA

Education
Mykolaiv V.O. Sukhomlynskyi National University
Faculty of Philology, Mykolaiv
Master’s Degree, from 2022 till 2024 (2 years)
An English teacher
Mykolaiv V.O. Sukhomlynskyi National University
Faculty of Philology, Mykolaiv
Bachelor’s Degree, from 2018 till 2022 (4 years)
An English-to-Ukrainian Translator
Knowledge and skills
Technical Skills
• ELD platforms
• Ticketing systems (CRM)
• VoIP / Call center systems
• Email & chat support
Soft Skills
• Conflict resolution
• Clear communication with native English speakers
• Multitasking in high-load environment
Languages
• English ─ Upper-Intermediate (daily communication with native speakers)
• Ukrainian ─ Native
• Russian ─ Fluent
• Spanish – Beginner (improving)