Dmitriy

[відкрити контакти](див. вище в блоці «контактна інформація»)
Rechkalov Dmitriy [відкрити контакти](див. вище в блоці «контактна інформація»)
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About
I am a L2 Technical Support with 3+ years of experience working with SaaS/CRM platforms, financial
systems, and back-office tools.

Specialize in troubleshooting issues in production environments, including API integrations,
webhooks, and data mismatches. Analyze system behavior based on logs, conduct a detailed
investigation of issues, and either resolve them independently or escalate them to higher-level teams
with a clear description of the technical context.

My experience includes:
• Handling B2B requests and working with back-office systems;
• Investigating issues related to payments and transactions;
• Supporting integrations and identifying data flow issues;
• Detecting errors, conducting initial analysis, and collaborating with developers.

Can work effectively under pressure, troubleshoot issues, and ensure system stability. I focus on
understanding how the system behaves, rather than simply completing tasks.

Education
Kherson National Technical University, Master’s Degree, Computer Engineering 2019 - 2025

Hard Skills Soft Skills
• Technical Troubleshooting • Analytical Thinking
• Webhooks • Adaptability & Flexibility
• Log Analysis • Openness to Feedback
• Incident Handling • Cross-functional Communication
• Root Cause Analysis • Attention to Detail
• CRM Systems • Problem-Solving
• Back Office Operations
• Data Analysis
• SQL (basic)

Experience
L2 Technical Support - IGaming
RockParnters (Remote) Jan 2025 - Apr 2026
• Investigated and resolved production issues related to bonuses, payments, and user activity
• Worked with webhooks, identifying failures in system communication
• Analyzed logs to troubleshoot issues and determine root causes
• Configured and managed back office systems across multiple internal tools
• Tested features and system changes to ensure correct functionality
• Detected bugs and escalated issues with detailed analysis
• Collaborated with developers and cross-functional teams to resolve complex issues
• Operated in a high-load, fast-paced environment with incident handling responsibilities

Technical Support Specialist - IGaming
Atlantic Group (Remote) Jun 2023 - Oct 2024
• Processed and fulfilled B2B requests through internal back office systems
• Configured system settings and implemented changes based on client needs
• Worked with API and webhook-related configurations and integrations
• Investigated issues related to data flow and system behavior
• Analyzed problems and independently identified solutions where possible
• Collaborated with internal teams to resolve complex or non-standard cases

L1 Technical Support
Raiffeisen Bank Ukraine (Kherson, Ukraine. On-site) Oct 2021 - May 2022
• Handled customer issues related to financial transactions and data inconsistencies
• Investigated failed or incorrect transactions and provided resolutions
• Assisted users with account-related issues and system errors
• Escalated complex technical and system-related problems to higher support levels
• Maintained clear communication with users in time-sensitive situations
• Worked in a mid-responsibility environment

Languages
• English B1​ • Russian native • Ukrainian native