Олена

Конфіденційно/Confidential

Olena Kolosovska

Phone: [відкрити контакти](див. вище в блоці «контактна інформація») | Email: [відкрити контакти](див. вище в блоці «контактна інформація»)

Objective
Results-oriented L2 IT Support Engineer with a strong background in telecommunications and
comprehensive technical support. Experienced in application configuration, troubleshooting complex
systems, and cross-team collaboration (Development, QA, and Management) to deliver high-quality
support within tight deadlines.

Core Skills
• Technical Skills: SQL, Linux, Postman, API Support, Access Management
• Tools & Systems: Jira, DBSS FrontEnd systems, CSR Toolbox, DPOS/IPOS, BSS API
• QA & Testing: Test Cases, Test Scenarios, Defect Tracking, Software Testing
• Methodologies: Incident Management, L2/L3 Support, Troubleshooting, Cross-team Collaboration

Work Experience
Kyivstar
L2 Support Engineer (DBSS Project) | 2018 – Present
• Administer, configure, and maintain DBSS FrontEnd systems, ensuring high availability and
compliance with operational standards.
• Troubleshoot complex system, user, and data issues across CSR Toolbox, DPOS/IPOS, and BSS API
systems.
• Manage access control and permissions for business users while maintaining security policies.
• Resolve escalated user complaints, monitor system health, and generate regular operational reports.
Kyivstar
Technical Support Engineer (My Kyivstar) | 2014 – 2018
• Provided 2nd-line technical support, resolving software issues and handling queries via phone, email,
and ticketing systems.
• Logged, tracked, and managed user issues accurately in Jira, collaborating closely with developers
and QA teams.
• Monitored server alerts proactively to prevent major software failures and minimize downtime.
• Participated in weekly team meetings to update statuses on open issues and handle escalations.
Kyivstar
Call Center Operator | 2011 – 2014
• Handled incoming customer inquiries, provided detailed information on products/services, and
resolved complaints.

Education
• National Aviation University | September 2007 – May 2011
Master’s degree in Telecommunications
• Learning Centre "Contact" | October 2012 – November 2012
Certification in Software Testing

Languages
• Ukrainian: Native
• English: Intermediate