Makogon

Head of Support / IT Manager
Ukraine · [відкрити контакти](див. вище в блоці «контактна інформація») · [відкрити контакти](див. вище в блоці «контактна інформація»)
SUMMARY
IT manager and support engineer with 25+ years of experience. Led IT departments and teams of up to 15 people: Head of Automated Control Systems at Boryspil International Airport (2000-2002, senior lieutenant, Border Troops), then head of IT department at several Kyiv internet service providers (2002-2011). For the last 15 years with the international e-commerce company Astound Commerce / Astound Digital / SysIQ (team of up to 30): support for 30+ clients on Salesforce Commerce Cloud and other platforms, independently running regulated processes, training colleagues, access audits and AI-driven automation. Technical degree in software for automated control systems. AI certification (Claude).
WORK EXPERIENCE
Head of Automated Control Systems, Boryspil International Airport2000 – 2002 (2 years)
Senior lieutenant, Border Troops
• Managed the airport automated control systems based on SCO Unix / SCO Linux (Santa Cruz Operation), team of up to 15 people
• Organized operation, development and support of critical systems
• Ensured uninterrupted operation of the border control system
System Administrator / Head of IT Department, internet service providers, Kyiv2002 – 2011
• Led technical departments at several ISPs, team of up to 15 people
• Delivered complete internet services to customers: from operating server and network infrastructure on FreeBSD and Linux to service continuity
• Reduced the number of outages and kept services running without interruption
Support Engineer, Astound Commerce / Astound Digital / SysIQ (sysiq.com)2011 – present
• Support for 30+ e-commerce clients on Salesforce Commerce Cloud (B2C), SAP Commerce Cloud (Hybris), Intershop, IBM WebSphere Commerce, with MuleSoft integrations. Clients include Allergan, Versace, Sam Ash, Skechers, Cotton Traders
• Handle 50+ tickets per day, which I made possible by introducing AI tools
• Meet SLAs in accordance with client contracts, with no SLA breaches
• Trained 10+ employees (team of up to 30) to follow existing runbooks on all platforms in use and to communicate with clients
• Communicate with clients worldwide on various platforms, including Google Meet
• Independently run support processes: access key rotation, escalation to development and to the vendor
• Work with tickets in ServiceNow and other platforms, SAP and Moxie cases, escalation to the vendor
• Administer the corporate Slack
• Run the annual Active Directory access audit, controlling all company accounts (about 800)
• Monitoring and log-based diagnostics (Zabbix, Nagios), ticket management in Jira and Confluence according to procedures
• Work with Oracle and MySQL databases
• Automate routine tasks: Python and PowerShell scripts, Telegram and e-mail notifications
• Developed AI skills, scripts and other automation of work processes based on internal procedures
• Use AI daily (Claude, Cursor, Gemini) in support tasks
KEY SKILLS
• Management: team and technical department management, operation of critical systems, procedures and processes, vendor relations
• Platforms: Salesforce Commerce Cloud (Business Manager), SAP Commerce Cloud (Hybris), MuleSoft, Intershop, IBM WebSphere Commerce
• Infrastructure: Linux, FreeBSD, SCO Unix, Zabbix, Nagios, SSH, SVN, Active Directory
• Databases: Oracle, MySQL
• Automation: Python, PowerShell, Google Sheets
• Support: Jira, Confluence, ServiceNow and other ticketing systems, SAP cases, Moxie cases, Slack administration, troubleshooting, incident escalation
• AI: Claude, Cursor, Gemini
• Languages: Ukrainian, Russian, English (intermediate, technical); daily communication with clients worldwide
EDUCATION
Kyiv Institute of the Air Force1994 – 1999
Specialty: software for automated control systems
CERTIFICATIONS
• Anthropic: AI Fluency: Framework & Foundations
• Anthropic: AI Fluency: AI Capabilities & Limitations
• Anthropic: Claude 101
• Salesforce Certified Platform Foundations
• Intershop certification
• Oracle certification
• Zabbix certification
ADDITIONAL
• Deferment from mobilization
• Ready to work remotely, equipped with power stations for backup power
• Ready to relocate