Максим Ветеран

CONTACT
Mykolaiv, Ukraine (remote) Maksym Derii
[відкрити контакти](див. вище в блоці «контактна інформація») Technical Support Specialist (L1-L2) | Customer and Billing
[відкрити контакти](див. вище в блоці «контактна інформація») Support
Telegram: t.me/nu3k3u
PROFESSIONAL SUMMARY
CORE SKILLS
Technical Support Specialist with 3+ years of experience resolving tickets across live
Support tools
chat, phone, and email, including night and extended shifts. Promoted to Senior
Zendesk, HelpScout, Jira, RingCentral,
Technical Support Specialist at WOW24-7 and named Employee of the Year 2024.
Asterisk PBX, CRM/ATS
Hands-on with Zendesk, HelpScout, Jira, Stripe, Google Workspace, and Active
Channels
Directory. Explains technical issues clearly and calmly, and shares knowledge with
Live chat, phone, email, L1-L2 tickets,
teammates.
night shifts
Administration
PROFESSIONAL EXPERIENCE
Google Workspace, Microsoft Active
Directory Senior Technical Support Specialist (promoted from L1)WOW24-7.io, Remote
Networking | May 2024 - Jul 2025
DHCP, DNS, SMTP/POP3/IMAP, • Resolved customer tickets across multiple platforms on standard and night shifts,
HTTP/HTTPS, FTP averaging 70-90 tickets per day.
Billing • Handled live chat and phone support, resolving technical issues quickly and keeping
Stripe: activation, cancellation, renewal satisfaction high [CSAT: 97-98%].
Data • Promoted to Senior through consistent results and self-training.
Google Sheets, Analytics; basic SQL • Acted as go-to resource for colleagues: answered questions, shared knowledge,
and Python; daily/weekly reports supported onboarding of new teammates.
• Named Employee of the Year within the team.
LANGUAGES
Technical Support (L1-L2), Billing Manager, Customer Success
• Ukrainian: native MyRealProfit.com, Remote | Feb 2025 - May 2025
• English: C1 Platform that collects Amazon sales and analytics data and shows it to sellers in a user-
• Russian: native friendly format.
• Provided daily platform support and monitoring; covered live chat 10 AM - 10 PM and
EDUCATION checked email hourly.
• Managed client subscriptions in Stripe (activation, cancellation, renewal) and
Bachelor, Software Engineering
maintained the user database.
Petro Mohyla Black Sea State
University, Mykolaiv • Collected client feedback, offered new features, and helped customize data views.
Sep 2020 - Jul 2021 • Learned the platform's structure and development principles to troubleshoot at L2
level.
Associate Specialist, Sea and Inland
Water Transport Technical Support Specialist (L1)
Maritime College of Fishing Industry, GeeksForLess, Odessa, Ukraine | Aug 2022 - Apr 2023
Kherson • Supported Saint Elizabeth Health Care, with employees across all Canadian
Sep 2015 - Jul 2020 provinces and territories.
• Sorted and categorized incoming emails, separating routine from specialized
AVAILABILITY
questions and routing them correctly.
Open to remote work, night shifts, and • Handled and routed inbound phone calls professionally, improving response times
rotating schedules. and communication flow.

Customer Support Specialist (L1)
Kyla, Remote | Apr 2022 - Aug 2022
• Resolved support tickets in HelpScout with timely troubleshooting and a focus on
satisfaction.
• Managed user profiles in the internal PHM database, keeping data accurate and
access controlled.
• Produced daily and weekly reports with metrics used for operational decision

Account Manager (L1-L2)
Brightech, Mykolaiv, Ukraine | Feb 2021 - Jan 2022
• Created and administered user accounts in Google Workspace: onboarding, access control, policy compliance.
• Configured call routing and integrated telephony with existing systems.
• Provided L1-L2 technical support to keep communication tools running smoothly.

ADDITIONAL EXPERIENCE

Junior Front-End Developer
UTC-Expert, Mykolaiv | Jul 2020 - Dec 2020
• Built responsive, cross-browser web interfaces in HTML, CSS, and JavaScript that turn complex data into clear graphics.
• Worked with cross-functional teams to connect front-end components to back-end systems.

KEY ACHIEVEMENTS
• Employee of the Year 2024.
• Promoted from L1 to Senior Technical Support Specialist at WOW24-7.
• Took ownership of subscription billing in Stripe at MyRealProfit within the first months.