Артем

ARTEM SKLANCHYK
IT SUPPORT SPECIALIST (L1 / L2) • TECHNICAL SUPPORT
Email: [відкрити контакти](див. вище в блоці «контактна інформація») | Telegram: @harekkx | Location: Ukraine (Remote) | English: Intermediate (B1)

ABOUT ME
I am an IT Support Specialist and final-year Software Engineering student with 2.5 years of practical experience in L1/L2 technical support. My
primary focus is on technical project rollouts, remote systems configuration, and multi-channel incident resolution across chats, calls, and tickets
in OTRS. I regularly work with Windows Server administration, IIS configuration, relational database diagnostics via SQL, and POS/PRRO hardware
integrations, always aiming for root-cause problem solving and maximum system uptime.

WORK EXPERIENCE
IT Support Specialist (L2) • Servio Apr 2026 – Present
• Executed end-to-end technical launches and software rollouts for new client venues, configuring server environments, databases, and POS
systems.
• Served as the dedicated technical lead for a portfolio of 20+ commercial client projects, managing day-to-day operations and resolving
complex OTRS tickets.
• Performed mass remote configurations, batch database updates, and parameter deployments; administered Windows Server and IIS
application pools.
IT Support Specialist (L1) • Servio Oct 2025 – Mar 2026
• Provided tier-1 remote technical support and software configuration, handling customer inquiries across live chats, phone calls, and OTRS
tickets.
• Configured, deployed, and diagnosed specialized POS hardware, thermal receipt printers, software cash registers (PRRO), and peripherals.
• Authored and maintained troubleshooting documentation, technical guides, and standard operating procedures (SOPs) in the company
knowledge base.
Content Moderator (Project Agen) • SKELAR Apr 2025 – Sep 2025
• Monitored and moderated user-generated digital content, maintaining strict platform safety and compliance with global policies.
• Identified, documented, and reported policy violations, fraudulent activities, and platform abuse to protect online community safety.
AI Content Moderator / Data Specialist • Lumina AI Solutions Dec 2024 – Mar 2025
• Evaluated LLM outputs for factual accuracy, logical reasoning, and safety alignment against quality benchmarks.
• Annotated, structured, and classified multilingual datasets for AI model fine-tuning and validation.
• Conducted data validation, source verification, and fact-checking of AI-generated articles in Ukrainian and English.
Customer Support Agent • Global Bilgi Apr 2024 – Dec 2024
• Delivered multi-channel technical and customer support via chat and email, consistently exceeding CSAT quality benchmarks.
• Managed and prioritized support tickets in CRM systems, meeting first-response and resolution SLA metrics.
• Diagnosed initial network, account access, and application issues, addressing the majority of inquiries on first contact.

EDUCATION

Bachelor of Software Engineering • Lutsk National Technical University 2023 – 2027 (expected)
• Currently in 4th year (final year of Bachelor's study). Core subjects: Software Engineering, Databases (SQL/NoSQL), Operating Systems,
Computer Networks.

TECHNICAL SKILLS & COMPETENCIES
• Technical & IT Support: SQL (database querying, data integrity analysis, error troubleshooting), Windows Server administration, IIS
configuration, POS hardware & PRRO software registers, TCP/IP networking, API fundamentals.
• Tools & Platforms: OTRS (ITSM/Helpdesk), Zendesk, Confluence, Slack, Git, Remote Desktop management software, CRM ticketing systems,
Windows 10/11.
• Core Competencies: L1/L2 Technical Support, New Venue & Site Launches, Dedicated Project Management (20+ projects), Mass
Configuration Deployment, Multi-Channel Support.

LANGUAGES
Ukrainian: Native | English: Intermediate (B1) | Russian: Fluent