Ivan

IVAN LAPTEV
Technical Support Engineer | Cybersecurity Track
Ukraine · [відкрити контакти](див. вище в блоці «контактна інформація») · [відкрити контакти](див. вище в блоці «контактна інформація») · tryhackme.com/p/IvanGoldman · Open to remote (flexible
time zones, incl. APAC coverage)

SUMMARY
Technical Support Engineer with ~9 years of experience: tickets, incidents, monitoring, escalations, troubleshooting, and
clear written communication with users and internal teams. Currently building a cybersecurity foundation (TryHackMe:
networking, Linux, Windows, web security, exploitation basics) and looking to apply proven support expertise within a
security product — SIEM, EDR, firewall, or MDR services. Comfortable with high-volume queues, careful documentation,
and explaining complex technical issues in simple terms.

CORE SKILLS
• Support: ticket lifecycle, incident handling, escalation management, knowledge-base documentation, customer
communication (B2B and internal users)
• Troubleshooting: root-cause diagnostics across devices, OS, network, and web services
• Networking: TCP/IP, DNS, HTTP/HTTPS, VPN, ports
• Linux / Windows: CLI, logs, permissions, processes, services, Event Viewer
• Security domain (developing): security product classes (SIEM, EDR, firewall, DLP), OWASP Top 10, Nmap, Burp
Suite, MITRE ATT&CK basics
• Tools: proprietary ticketing systems, Jira, Zendesk, Trello
• Languages: English (written — professional), Ukrainian (native), Russian (native)

EXPERIENCE
TrackEnsure Inc. — Technical Support Specialist · Apr 2022 – Present · Remote, Ukraine
• Technical support for ELD (Electronic Logging Device) fleet-tracking hardware/software — B2B logistics customers
• 65+ tickets/day (1,300–1,500 cases/month) — more than 2× the team average of ~30; full ticket lifecycle plus
inbound customer calls; troubleshooting device connectivity, configuration, and data issues
• Top-7 by closed tickets among ~150 support agents; top-15 company-wide every month for 7 consecutive
months; considered for a Team Lead position within the first 3 months
• Verify customer-reported information against recorded events; flag and document discrepancies in compliance-critical
records — attention to detail as a daily working habit
ArtMyWeb — Project Manager (contract) · Aug 2020 – Jul 2021 · Ukraine
• Managed client-facing communication (email/calls), documentation, and Trello-based task tracking for a ~10-person
React/Node.js development team on short-cycle (2–3 month) projects
GeeksForLess Inc. (Deluxe Corp) — Technical Support Agent · Mar 2019 – Aug 2020 · Mykolaiv, Ukraine
• Internal IT support desk for a large hosting company: service and account setup for Deluxe Corp employees
• Night-shift monitoring of automated system-health alerting; on incidents, assembled cross-team bridge calls and
coordinated fast resolution
• AS400/AS500, monitoring services, internal portals; Jira/Trello; English-speaking environment
GeeksForLess Inc. (Hostopia) — Technical Support Specialist · Sep 2017 – Feb 2019 · Mykolaiv, Ukraine
• Web services support (websites, email, applications) via tickets (Jira) and chats
• Daily troubleshooting with IMAP, POP3, SMTP, HTTP/HTTPS; command-line basics

CYBERSECURITY TRAINING
• TryHackMe (tryhackme.com/p/IvanGoldman): completed Pre Security and Cyber Security 101 paths; currently on
the SOC Level 1 path (SIEM, log analysis, alert triage)
• Jr Penetration Tester path (~60%): networking, Linux, Windows, web security (Burp Suite, OWASP Top 10),
exploitation basics
• Hands-on labs incl. Linux exploitation and privilege escalation in an isolated environment

EDUCATION
• Kyiv European University — Computer Science · 2022–2025