Nadiia

Nadia Onyshchak
Technical Support Specialist |Team Lead

Work experience
10/2020 - 07/2021 | TRACKENSURE
Technical Support Specialist
- Resolving 200+ client issues per month, reducing downtime
by 30%.
- Managing technical issues with clients.
Contact - Recalculating data manually, checking data accuracy between
system calculation and manual result.
- Proactively detect and investigate application errors, taking
appropriate follow-up actions.
[відкрити контакти](див. вище в блоці «контактна інформація»)
- Working with FMCSA regulations.
TELEGRAM:
- Swift, Alfa, Sharp etc ELD provider service.
@NADIIA_ONYSHCHAK

[відкрити контакти](див. вище в блоці «контактна інформація») 07/2021 - 07/2026 | TRACKENSURE
Technical Support, Team Lead
LOCATION: VARNA, BULGARIA
- Technical support for clients: monitoring the correctness of data
exchanges, user consulting, responding to customer requests.
- Assistance to consultants in performing project work: writing
instructions, setting up, testing, and support.
- Implementation of internal procedures and company requirements
related to operational activities.
- Writing methodological documents.
- Coached and onboarded new support specialists, contributing to
improved KPI and SLA performance.
- Led a team of 10–15 support specialists while maintaining SLA above
95%.
- Reduced ticket resolution time by 20%.

Education
JAN 2017 - JAN 2021 | PETRO MOHYLA BLACK SEA
NATIONAL UNIVERSITY - MYKOLAIV

Languages Bachelor's Degree in Philology

Skills
English B2
Ukrainian Native
Investigated application issues and identified software bugs.;
About me Software troubleshooting;
Monitoring system/data health;
Resolving customer complaints and situations;
Technical Support Team Lead with
Gathered and analyzed data to support decision-making;
5 years of experience leading
CRM management;
support operations, mentoring
Effective communication with other departments such as Dev,
teams of up to 15 specialists, and
Sales, Q&A;
improving customer satisfaction.
Conflict resolution;
Experienced in troubleshooting
Mentoring & Coaching;
complex technical issues,
Strategic Planning;
optimizing internal processes, and
Team leadership;
collaborating with Product and
Experience with FMCSA reports;
Engineering teams to deliver high-
quality customer support.