Vladyslav

Vladyslav Aparin
Lviv, Ukraine • [открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация»)

Middle Customer/Technical Support Specialist

I'm an ambitious and highly motivated professional who loves to dive into challenges, analyze them, and
find solutions. With years of experience in technical support roles, I've had the opportunity to work with a
wide range of clients across various industries, providing top-notch customer service. Whether it's
troubleshooting technical issues, setting up hardware and software, or diagnosing system problems, I've
got it covered. I'm passionate about using my skills to make a real difference wherever I go.

WORK EXPERIENCE
Gaembla • Lviv, Ukraine • 06/2023 - 10/2023
Middle Customer Support Specialist • Full-time
• Oversaw online gambling platform, managing a high volume of customer inquiries and issues,
resolving 1200+ weekly technical and account issues
• Utilized problem-solving and multitasking skills to handle customer concerns effectively
• Addressed diverse customer queries promptly, enhancing user satisfaction and loyalty
• Boosted customer satisfaction by 15% through proactive and responsive service
airSlate • Lviv, Ukraine • 04/2022 - 04/2023
Middle Technical Support Specialist • Full-time
• Managing over 2,500 monthly customer interactions via CRM, maintaining a 96% satisfaction rating
• Expertly troubleshooting technical issues to ensure timely resolution and positive customer
experiences
• Collaborating with multiple product development teams on customer requests and feedback
• Assisting in the implementation and testing of new features and updates to the product software
• Developing and maintaining technical documentation and knowledge base for future reference
GlobalLogic • Lviv, Ukraine • 11/2021 - 12/2021
Junior Customer Care Engineer • Full-time
• Successfully resolved 200+ customer inquiries within the first month, exceeding performance
expectations
• Quickly mastered internal systems and procedures, contributing to the team
• Received positive feedback from customers for exceptional problem-solving skills
Clario Tech • Lviv, Ukraine • 06/2020 - 09/2021
Middle Customer Support Specialist • Full-time
• Successfully supported over 300 support tickets weekly, demonstrating perfect time management
and prioritization skills in a high-volume environment
• Maintained a 97% satisfaction rate by delivering empathetic service and conducting in-depth
troubleshooting to address customer concerns effectively.
• Earned experience as a Technical Coach to mentor and support newcomers, facilitating their
onboarding process and ensuring a smooth transition into their roles.
• Held a Sub Team Lead position in a team of support specialists, had personal tasks and provided
guidance and support to ensure team success

Self-employed • Lviv, Ukraine • 09/2018 - 06/2020
QA Engineer • Part-time
Unicorn Systems • Prague, Czech Republic • 06/2016 - 08/2018
Software Developer, QA Engineer
• Conducted thorough testing on Web-based software applications, identifying and reporting over 100
bugs monthly to improve product quality
• Developed automated test scripts using Ruby frameworks, streamlining the testing process and
reducing manual effort by 50%
• Developed and maintained detailed documentation for test cases, procedures, and troubleshooting
guides
• Collaborated with cross-functional teams to analyze unique use-cases and provide technical insights

EDUCATION
Bachelor's degree in Transport Technologies/Logistics
Lviv Polytechnic National University • Lviv, Ukraine • 09/2020 - 12/2024
Bachelor's degree in Information Technologies/Software Development
Unicorn University • Prague, Czech Republic • 11/2015 - 12/2018
Computer Software Engineering
National University of Food Technologies • Kyiv, Ukraine • 09/2015 - 11/2015

SKILLS
API, Bash, Chrome Dev Tools, Client Relationship, Coaching, Communication, Confluence, Customer
Relationship Management (CRM), Customer Service, Customer Success, Customer Support, Data
Analysis, Database Administration, Engineering, Git, Grafana, HelpDesk, HTML, Information Technology,
IT Support, Jira, Kibana, Leadership, Linux, Manual Testing, Metrics, Microsoft Office, Multitasking, Online
Gambling, Postman, Powershell, Problem Solving, Product Development, Programming, Python, Quality
Assurance, Quality Control, Ruby, Ruby on Rails, Salesforce, Software Testing, SQL, Team Management,
Team Motivation, Teamwork, Technical Documentation, Technical Support, Testing, Trello, Web
Applications, Web testing, Windows