Особисті дані приховані

VOLODYMYR DIANOV
About me

Results-driven Support Operations Specialist

and Technical Support Engineer with proven

experience in workflow automation, process

optimization, and multi-brand Zendesk

management. Proficient in troubleshooting

complex L2 user issues, building internal tools,

and writing operational documentation.

Skilled in leveraging LLM integrations and

custom scripting to streamline customer

support operations, improve ticket resolution

Contact Info
speed, and reduce manual workload.

E-mail: [відкрити контакти](див. вище в блоці «контактна інформація»)

Telegram: @eyezclozed

Dnipro, Ukraine
Work Experience

BetCare
Technical Skills June 2026 – Present

Support Operations Specialist, Customer
Technical Support & Operations

Support Specialist
Technical Support (L1/L2), Zendesk

Administration, Ticketing Systems, SLA Managed high-volume, multi-brand customer support operations

Management, Incident Management, Ticket within Zendesk and internal CRM environments.

Audit Logs, CRM Platforms, User Account Engineered and deployed custom automation scripts and desktop

Management, Root Cause Analysis. tools, reducing manual agent tasks and accelerating ticket

resolution times.

Automation & Scripting Implemented LLM-assisted workflows to optimize agent response

efficiency and streamline new employee onboarding processes.

Process Automation, Workflow
Developed and maintained comprehensive technical
Optimization, Python, C++, LLM Prompt
documentation, Knowledge Base articles, and operational
Engineering, Desktop Tooling Development,
manuals for cross-functional support teams.

Custom Automation Scripts.
Monitored system event logs, and resolved escalated L2 technical

and account-related issues.
Networking & Systems

Windows OS Optimization, Linux (Debian,
Vodafone
Fedora), TCP/IP, DNS Basics, Network
November 2024 – May 2026
Troubleshooting, Split-Tunneling

Technical Support Specialist
(WireGuard, NekoBox), Systems

Administration. Resolved 50–100 technical customer issues daily related to mobile

connectivity, network services, and account access.

Documentation & Tools Processed incoming re quests via omnichannel ticketing systems

and direct telephone support in high-volume environments.

Technical Documentation, Knowledge Base

Utilized internal diagnostic tools, network logs, and knowledge
(KB) Management, Standard Operating

base documentation to troubleshoot connectivity problems.

Procedures (SOPs)

Maintained strict adherence to company Quality Assurance (QA)

standards and Response Time Service Level Agreements (SLAs).

Languages hub.com.ua
English – B2+, Ukrainian – Native,
December 2022 – November 2023

Russian – Fluent.
Customer Support Specialist, Operations Analyst

E ducation Provided chat support for 6,000+ active users, handling account

access, verification, and service troubleshooting.

'
Unfinished Bachelor s Degree in
Analyzed team performance metrics and workflow bottlenecks to
Economics and Trad e

improve operational efficiency.

Donetsk National University of
Managed user databases, account permissions, and escalated
Economics and Trade | 2020 – 2022
system bugs to engineering teams.