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Vladyslav Fomenko
Ukraine

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Summary
I have experience in various Customer Support centric positions. An experienced 1st, 2nd, and 3rd-line technical
support agent with management and supervising expertise. Confident with Windows and Linux-based systems,
including servers. Have a deep knowledge of DNS, hosting, server management, and technical troubleshooting.

Experience
Support Consultant
3Shape
Sep 2022 - May 2023 (9 months)
Providing 1st, 2nd, and 3rd line support to 3Shape customers.
Assisting with setting up, configuring, and managing 3Shape Audio modelling software.
Providing consultations on modelling IEM, hearing aids, and other in-ear devices within 3Shape Audio
modelling software.
Arranging and holding on-line training sessions for customers.

Support Engineer
Ciklum
Dec 2021 - Sep 2022 (10 months)
Assisting customers with troubleshooting and resolving the issues regarding the product.
Scheduling and attending meetings with the customers for further troubleshooting.
Reproducing the reported bugs and issues and escalating them to the development team.
Administrating customer access to the help desk system.

Customer Service Team Lead
Namecheap, Inc
Aug 2020 - Dec 2021 (1 year 5 months)
Managing a team of employees.
Assessing and evaluating performance of teammates, providing feedback and creating opportunities for
personal growth
Working towards achieving more global company-wide or department-wide goals.

Shift Lead
Namecheap, Inc
Jul 2020 - Dec 2021 (1 year 6 months)
Supervising employees on shift and managing load.
Responding to customers feedback.
Responding to outages.

Vladyslav Fomenko - page 1
 Subject Matter Expert
Namecheap, Inc
Sep 2019 - Jul 2020 (11 months)
Assisting other Customer Support Representatives with more technically complicated cases.
Tackling SSL installations that involve lesser-known webserver types.
Completing internal shift-related tasks.

Supervisor
Namecheap, Inc
May 2019 - Jul 2020 (1 year 3 months)
Supervising a team of new employees as they are working through their first Live Chats.
Compiling personal feedbacks based on performabce of the employees.
Sharing feedback with employees on one-on-one meetings

Customer Service Specialist
Namecheap, Inc
Jul 2017 - Jul 2020 (3 years 1 month)
Providing assistance to customers via the Live Chat and Support Ticket systems.
Assisting with the cases related to SSL/TLS certificate activation, validation, and installation processes.
Additional responsibilities include assistance with basic DNS configuration.

Translator
Freelance
Jun 2014 - Jul 2017 (3 years 2 months)
Translation of the Internet articles, juridical documents.

Education
Dnipro University of Technology
Bachelor's Degree, Computer Software Engineering

Prydniprovska State Academy of Civil Engineering and Architecture
Computer Science

Licenses & Certifications
Customer Service Foundations - NASBA
AU4QIJHHOzwfzP1dw91M8SsvxqZN

Skills
IT Operations • Cybersecurity • Active Directory • Troubleshooting • Help Desk Support • Customer
Service • Management • Team Leadership • Supervisory Skills • Employee Training

Vladyslav Fomenko - page 2