Контактна інформація

Шукач вказав телефон , ел. пошту та LinkedIn.

Отримати контакти цього кандидата можна на сторінці https://www.work.ua/resumes/4175388/

Досвід роботи

Technical Operations Lead

з 09.2025 по нині (1 рік)
KLR Bus, Дистанційно (Транспорт, логістика)

Leading the restructure of a dual IT function — IT HelpDesk (3 staff) and SysAdmin (4 staff) — building processes, frameworks, and documentation that didn't exist before I arrived.

Key results:
- 1,500+ support conversations handled per month via Featurebase
- 10-minute average resolution time across all ticket types
- 200+ article IT documentation library built from scratch (FAQs, runbooks,
onboarding guides, process docs)
- Access management administered for 100+ employees with role-based access control frameworks
- Claude AI bots integrated into Featurebase to automate ticket routing and
self-service resolution
- CSAT tracking configured for real-time support quality visibility
- Direct liaison between IT department and COO on all strategic priorities
and cross-departmental restructuring initiatives

Project Manager

з 05.2023 по 08.2025 (2 роки 4 місяці)
HivePress, Дистанційно (IT)

Project Manager for HivePress's WordPress theme and plugin product line, working directly with the CEO on strategy, roadmaps, and release planning.

I owned the full release cycle: product roadmap development, milestone tracking, backlog prioritization, and client-facing communications. Every backlog decision was informed by support data — if the same issue kept appearing in tickets, it went to the top of the product queue.

I also ran manual QA across browsers and devices before each release, catching defects before they became support tickets.

Technical Support Engineer

з 04.2023 по 08.2024 (1 рік 5 місяців)
PocketBank, Дистанційно (Фінанси, банки, страхування)

Technical support on a live cryptocurrency exchange platform — where issues affect real money in real time.

I resolved Tier 2 issues covering trading functionality, account access,
transaction processing, and connectivity failures under live trading conditions.
I monitored the platform for performance anomalies and security threats, and led emergency response coordination during system outages to minimize disruption to active trading operations.

On the team side: mentored and onboarded new support engineers, sharing escalation frameworks and client communication standards to cut ramp time
and standardize incident handling.

This role ran concurrently with my HivePress position.

Technical Support Engineer

з 12.2022 по 08.2025 (2 роки 9 місяців)
HivePress, Дистанційно (IT)

Tier 2 technical support for HivePress's full WordPress theme and plugin
ecosystem — with measurable results.

Through structured escalation triage, knowledge base development, and
cross-functional coordination with engineering, I delivered a 30% reduction
in overall support workload.

Day-to-day: diagnosing plugin conflicts, PHP errors, and performance bottlenecks; escalating root-cause-identified bugs via structured Asana tasks with full reproduction steps; maintaining a self-service documentation library that deflected repetitive inbound contact on known issues.

Technical Support Engineer

з 02.2021 по 08.2024 (3 роки 7 місяців)
Inqud, Дистанційно (Фінанси, банки, страхування)

Three and a half years supporting a fintech payment platform — long enough to build the systems, not just work in them.

I owned the complete triage workflow: receiving client reports, classifying by complexity and impact, logging structured Jira tickets, and routing escalations to developers, DevOps, or system administrators with the context they needed to act immediately.

I wrote the knowledge base content that standardized how the team handled onboarding, access configuration, and connectivity issues — reducing escalation dependency on senior staff. I also configured user access and privilege levels across client accounts, and monitored systems for anomalies and outages.

Guided and mentored 3 junior support staff on platform workflows, escalation protocols, and client communication.

Technical support specialist

з 01.2018 по 01.2021 (3 роки)
IdeaBank, Івано-Франківськ (Фінанси, банки, страхування)

Technical support for business banking clients at one of Ukraine's largest
banking groups — a high-stakes environment where service quality directly affects client retention.

I led a team of 4 support staff, coordinating daily operations, tracking team KPIs, and maintaining consistent service quality and customer satisfaction across a large portfolio of business clients.

Handled complex incident resolution through a structured Tier 1 workflow:
incident recognition, root cause isolation, resolution, and recorded escalation with follow-up. Managed high-volume inbound requests, triaging complexity and routing to appropriate departments when escalation was required.

Customer Services Specialist

з 01.2017 по 01.2018 (1 рік)
IdeaBank, Івано-Франківськ (Фінанси, банки, страхування)

Entry-level customer service role handling inbound requests from banking
clients. Promoted to Technical Support Specialist in January 2018 based on
consistent service quality and strong problem-solving skills.

Освіта

Vasyl Stefanyk Carpathian National University

Tourism and Travel Services Management, Івано-Франківськ
Вища, з 2022 по 2023 (1 рік)

Beetroot Academy

Frontend Web Development, Івано-Франківськ
Незакінчена вища, з 2020 по 2020 (менш ніж 1 рік)

Ternopil Academy of National Economy

Manager, Івано-Франківськ
Вища, з 2015 по 2019 (4 роки)

Додаткова освіта та сертифікати

freeCodeCamp, Responsive Web Design

2020
Сертифікат

Udemy, Certificate of completion HTML5 Ultimate Course

2021
Сертифікат

Udemy, Certificate of completion CSS3 Ultimate Course

2021
Сертифікат

Udemy, Certificate of completion Advanced jQuery Course

2021
Сертифікат

Coursera, Technical Support Fundamentals (Google Career Certificates)

2023
Сертифікат

Coursera, The Bits and Bytes of Computer Networking (Google Career Certificates)

2023
Сертифікат

Coursera, System Administration and IT Infrastructure Services (Google Career Certificates)

2023
Сертифікат

Coursera, Operating Systems and You: Becoming a Power User (Google Career Certificates)

2023
Сертифікат

Coursera, IT Security: Defense against the digital dark arts (Google Career Certificates)

2023
Сертифікат

Coursera, Google IT Support

2023
Сертифікат

Responsible AI: Applying AI Principles with Google Cloud, Google

2025
Сертифікат

Prompt Design in Vertex AI, Google

2025
Сертифікат

Introduction to Responsible AI, Google

2025
Сертифікат

Introduction to Large Language Models, Google

2025
Сертифікат

Introduction to Generative AI, Google

2025
Сертифікат

English Language Achievement Certificate, Preply

2026

Certificate of ENGin Program Participation, ENGin

2026

Знання і навички

• Team Mentoring
• CSAT
• Featurebase
• Linear
• Jira
• Claude AI
• Team Leadership
• Troubleshooting
• Datadog
• Escalations Management
• Technical Documentation
• IT HelpDesk management

Знання мов

• Англійська — вище середнього
• Українська — вільно
• Польська — початковий

Рекомендації

• Ihor Ahnianikov

  Ihor Ahnianikov

  Chief Executive Officer, HivePress

  Контактні дані приховані

• Serhii Andrushchenko

  Serhii Andrushchenko

  Growth Manager, Speechify

  Контактні дані приховані

Додаткова інформація

I manage two IT teams totalling 7 people at KLR Bus while bringing 9 years of
hands-on technical support engineering across FinTech, cryptocurrency, WordPress SaaS, and banking — which means I can lead the team and fix the problem myself.

At KLR Bus: rebuilt IT HelpDesk (3 staff) + SysAdmin (4 staff) from scratch,
handling 1,500+ monthly conversations at a 10-minute average resolution time, managing access controls for 100+ employees, building a 200+ article documentation library, and integrating Claude AI bots via Featurebase to automate ticket routing.

At HivePress: cut support workload by 30% running Technical Support Engineering and Project Management in parallel — owning Tier 2 WordPress escalations while working directly with the CEO on roadmaps and backlog prioritization.

What I bring:
→ IT team management & restructuring (7 direct reports)
→ CSAT · Escalation management · Knowledge base development
→ Claude AI integration and support automation
→ Tier 2/3 support across WordPress, crypto platforms, and fintech payments