Maksym

Maxim Symchyshyn
• Ukraine, Ternopil’ District 47711 • [відкрити контакти](див. вище в блоці «контактна інформація») • [відкрити контакти](див. вище в блоці «контактна інформація») • t.me/Chipt•
• [відкрити контакти](див. вище в блоці «контактна інформація») •

Professional Summary
Detail-oriented individual with a strong interest in problem-solving, computer systems, server systems, and IoT architecture. Experienced in customer satisfaction and customer problem solving, metric analysis, and working with complex computer systems for more than 8 years. Focused on continuously meeting and fulfilling company goals and orders.

Experience

Helpware
Customer Support Specialist Tier 106.2026 – 09.2026

Provided World Standard High class customer service and provided them with dispute resolving and solutions

Achieved highest level of CSR, RPH and PPH rates
Increased partners CS satisfaction global rate for 3%
Successfully conducted necessary company tasks

Clario Tech
Tech Coach/Customer Contact Centre information clerk08.2019 – 06.2025

• Conducted technical training sessions, assessed CCD-related Cases (tech tests, training)
• Achieved required productivity results on a work shifts for new and foreign employees – up to 70% (median metric)
• Investigated Complex Issues to identify solutions for challenging technical problems, was responsible to provide step-by-step representation and solution for the problem under presentations. Work meetings and knowledge base.
• Guided personal projects to foster growth and innovation so all 100% newcomers will be ready to pass the internal qualification
• Started and managed Additional Development Projects for internal customers
• Led 2-6 groups of agents and newcomers to help them achieve their best scores, KPI, and estimated productivity metrics
• Helped to analyze complex problems with an IT department, and helped to reduce the Company's operating costs by taking additional responsibilities
• Processed and scheduled necessary department collaborations with other departments
• Conducted, created, and provided tech articles, trainings, video trainings, company updates, and meeting notes
• Conducted a competitor analysis and competitor comparison
• Arranged, operated, and maintained VMs and OS, Remote Unattended connections for newcomers to achieve better productivity
• Navigated chat-bots and AI-bots, implemented solutions that had been chosen
• Handled work with data and charts from Salesforce, Jira, Confluence, Yeti CRM, Kromtech CRM
• Set IoT devices and their systems
• Maintained internal data servers, workstations
• Have experience with CRM systems, Grafana, Prometheus, Kubernetes, logs processing

Clario Tech (Former ZoomSupport)
Remote Connection Customer Support Specialist02.2016 – 08.2019

• Supported and provided world-class customer service via phone, chat
• Identified and assessed customers' needs to achieve satisfaction
• Handled and resolved customer complaints
• Assisted with troubleshooting software-related issues on Mac and Windows
• Provided fast feedback about the software issues
• Provided quality service within the framework of internal policies

Education
# Without external courses, certificates, etc. I do have them, but according to the Cambridge CV requirements, I shouldn’t list them here

Ternopil National Economic University 09.2017 – 12.2018
Master’s Degree, Finances of Economic and Insurance entities; EQF - 7

Ternopil National Economic University 09.2013 – 06.2017
Bachelor’s Degree, International Economic Relations; EQF - 6

Ternopil Specialized School I-III Degrees №29 09.2003 – 06.2013
High School

Skills & Interests
#// It is not a complete list; I’m afraid not to overload it
Technical: MS Azure API Management, Prometheus, Grafana, Loki, CRM’s: Salesforce and Salesforce Einstein, Zendesk, Zoho CRM, Intercom; Oracle VMWare Suite, Microsoft Office Standalone, LibreOffice, IBM Lotus; remote connection software such as LogMeIn Rescue, TeamViewer, Simple VNC, VNC Viewer/Server, Microsoft Remote Desktop; MS Windows troubleshooting , macOS troubleshooting, Android operating system troubleshooting, iOS troubleshooting, Slack, Jira, Confluence, Microsoft SharePoint

Language: English – B2/ (IELTS) or B1 Advanced (SpeeX); German – A1+; Ukrainian – native

Interests: Food Supplements and medicine-related; Data Privacy; Cybersecurity and threat analysis (risk assessment STRIDE; ICS); scripting (non complex Python 3.*); system optimization and tuning, driving a car and a motorcycle; without tl;dr there are many things and bits that I am interested in.