Oleksandr

OLEKSANDR ASOTIKOV
Technical Support Engineer | B2B SaaS & Application Support | SQL & Database Troubleshooting
Portsmouth, United Kingdom | [відкрити контакти](див. вище в блоці «контактна інформація»)

PROFESSIONAL EXPERIENCE
Technical Support Engineer | Verint Systems Inc. | Woking, Surrey
September 2022 – April 2026
• Provided B2B technical support for customer engagement software solutions, helping business customers resolve incidents and
maintain stable platform operation.
• Investigated complex customer-reported issues end to end, combining customer context with application behaviour, website and
application logs, Microsoft SQL Server data, configuration details and functional testing.
• Analysed logs and database records to identify patterns, isolate affected transactions, validate hypotheses and determine likely root
causes.
• Distinguished data, configuration, permissions, connectivity and user-enablement issues from potential product defects, ensuring
cases were resolved or escalated appropriately.
• Reproduced reported problems and performed functional testing to verify expected versus actual behaviour and confirm whether a
defect was present.
• Prepared clear, evidence-based tickets and escalations using Jira, ServiceNow and Microsoft Incident Management System,
including reproduction steps, relevant technical evidence, customer impact and root-cause hypotheses.
• Investigated network and access issues, including local environment, VPN and connectivity-related incidents.
• Worked with Product Management, IT Service Delivery and other cross-functional teams to resolve incidents and improve service
quality.
• Produced and maintained technical documentation and internal knowledge-base content, helping colleagues resolve recurring issues
more consistently.
• Contributed to operational and support-process improvements by identifying recurring customer problems and opportunities for
improved documentation or workflows.
Technical Support Engineer | Devart | Kharkiv, Ukraine
May 2011 – February 2022
• Supported B2B database management and synchronisation applications and components used by software developers and database
professionals.
• Provided customer-facing technical support for products integrating with Microsoft SQL Server Management Studio, Visual Studio,
Delphi and C++ Builder.
• Investigated application issues involving database connectivity, SQL, synchronisation, configuration and product behaviour.
• Reproduced customer-reported bugs, tested scenarios and documented actionable findings in bug-tracking systems for development
teams.
• Performed database administration and troubleshooting using Microsoft SQL Server, MySQL, PostgreSQL and Oracle.
• Used SQL queries and database records to investigate data-related issues, validate technical findings and support customers with
practical solutions.
• Created technical documentation, product content and customer guidance with a focus on clarity, accuracy and usability.
Technical Support Engineer | RODOVID BANK | Kharkiv, Ukraine
September 2007 – May 2011
• Installed, configured and supported ATMs, POS terminals, local-network computers and office equipment in a business-critical
banking environment.
• Monitored ATM operation and performance, diagnosed faults and coordinated with third-party service providers to restore service.
• Extracted and analysed ATM logs to investigate transaction, application and equipment issues.
• Installed software and operating-system patches and carried out planned operational maintenance.
• Supported bank staff with workstation, network and connectivity issues.
• Performed ATM cash replenishment in accordance with operational procedures.

EDUCATION
Master’s Degree in Software Engineering
Polytechnic University, Kharkiv, Ukraine | September 1999 – June 2007

CERTIFICATION
W3Schools SQL Certification – Professional Level / Certified SQL Developer | August 2024

TECHNOLOGIES
Databases and SQL: Microsoft SQL Server, MySQL, PostgreSQL, Oracle, SQL
Support and case management: Jira, ServiceNow, Microsoft Incident Management System, Redmine, help-desk and ticketing
systems
Testing and development: Functional testing, manual testing, bug reproduction, Visual Studio, C++, HTML
Infrastructure and networking: IP networking, LAN, VPN, VMware, virtualisation, workstation and software configuration
Documentation: Technical writing, knowledge-base content, product documentation and customer-facing guidance

LANGUAGES
English – C1 (Advanced) | Ukrainian – Fluent