Павло

[открыть контакты](см. выше в блоке «контактная информация»)
PAVLO TARASENKO
TECHNICAL SUPPORT TEAM LEAD
[открыть контакты](см. выше в блоке «контактная информация»)
TECHNICAL OPERATIONS
CLIENT SUCCESS
Kyiv, Ukraine

Summary Technical Support Team Lead and Client Success–driven IT specialist
with 7+ years of experience supporting complex B2B SaaS and POS
ecosystems across EMEA, US, LATAM, APAC, and Middle East markets.
Proven ability to build support operations from the ground up, lead
cross-functional incident resolution, and own end-to-end client
experience for production systems.
Hands-on expertise in SQL/PostgreSQL investigations, GCP-based
troubleshooting, payment and terminal issue resolution, and API
integrations (Gen1/Gen2). Strong background in structured data
processing (JSON/XML), networking fundamentals, and production
diagnostics across distributed environments.
Extensive experience supporting multi-region clients, managing
analytics platforms (Looker Studio/Tableau), and driving SLA
compliance through technical trainings and process standardization.
Comfortable operating across Windows, Linux, and macOS
environments.
Currently expanding infrastructure capabilities with practical exposure
to Kubernetes, containers, and Linux-based DevOps practices.

Education 2024
Bachelor of
Open International University
Development "Ukraine"
of Human

Technology Specialty Computer Engineering

2027 Open International University of Human
(expected to Development "Ukraine"
graduate) Specialty Computer Engineering
Master of
Technology

2025 Coursera course by Google
Data Analytics Specialty Data Analytic
Profesional
Certificate

2026 Dan.IT course
(expected to DevOps Engineer
graduate)
DevOps
course from
scratch
 Skills Soft Skills Technical team leadership
Customer Success management
B2B client communication
Stakeholder management
Cross-functional collaboration
Cloud & Google Cloud Platform (GCP) investigations Incident communication
Infrastructure Kubernetes (working knowledge) Technical training & onboarding delivery
Containerized services diagnostics Process design and optimization
Resource utilization analysis (CPU/RAM) Analytical thinking
Deployment troubleshooting Problem solving under pressure
Linux fundamentals Time and priority management
Basic Docker understanding Adaptability in fast-paced environments
Infrastructure log analysis Continuous learning mindset
Conflict resolution

Technical Support L1/L2 technical support for B2B SaaS and
& Operations POS systems
Production incident investigation and
Tools & Platforms Jira / Jira Service Management resolution
Confluence Root cause analysis (RCA)
Looker Studio SLA/SLO monitoring and enforcement
SSMS / PostgreSQL / SQL Profiler Ticket triage and escalation management
GCP Console Jira Service Management workflow design
Postman Cross-team incident coordination
Git & Python (basic) Customer environment diagnostics
Bash & PowerShell (basics) Log analysis and troubleshooting
Monitoring dashboards (RedGate, Zabbix) Support process standardization

Data & Databases SQL (advanced)
PostgreSQL (production investigations)
Complex query writing and optimization
Payments & POS Payment terminal troubleshooting Data validation and reconciliation
Payment flow diagnostics Looker Studio dashboard ownership
Transaction failure analysis Tableau reporting
POS ecosystem support Data anomaly investigation
Payment provider integrations Reporting automation support
Working with large operational datasets

APIs & Integrations REST API troubleshooting
API Gen1 / Gen2 support
Operating Windows (primary professional experience) Integration diagnostics
Systems Linux (administration & DevOps learning) JSON data parsing and validation
macOS (current production environment) XML data processing
iOS Webhook troubleshooting
Third-party integrations (Uber, Bolt, E-
commerce, Adyen, Avalara, Klaviyo, Yotpo,
Clover, Epson, BlueCherry, etc.)
API error analysis and debugging
Experience MyTaxiCRM 2025 (Jul) - Present (Full-time)
Technical Support Team Lead & Customer Success Manager
Built and now lead a newly established Technical Support team from the ground up,
defining workflows, escalation paths, and SLA standards.
Own the full Customer Success lifecycle across active B2B clients in UAE and European
markets.
Serve as primary escalation point between clients and engineering teams for complex
production incidents.
Conduct 12+ hours/week of client meetings, onboarding sessions, and product trainings
to drive platform adoption.
Investigate complex data and production issues using PostgreSQL and internal tooling.
Own and maintain client-facing Looker Studio reporting portals and analytics
dashboards.
Standardize support processes and improve response quality across the team.
Drive client engagement through technical workshops and solution presentations.

Key focus: B2B SaaS, organization of workspace and standards, analytics, client success

Cloud Works 2022 (Nov) - Present (Part-time)
Technical Support Engineer (Mentor, SRE exposure)
Delivered L1/L2 technical support for a complex SaaS platform serving clients across
US, Europe, Australia, and APAC.
Investigated production incidents using GCP logs, SQL queries, and system diagnostics.
Worked with Kubernetes-based containerized services to analyze deployment and
runtime issues.
Mentored junior team members and contributed to internal knowledge sharing.
Troubleshot complex third-party integrations across payments, POS hardware, and
eCommerce ecosystems.
Diagnose and resolve payment flow and POS-related incidents in production
environments.
Supported integrations with major partners including Adyen, Epson, Avalara, Klaviyo,
Yotpo, Clover, BlueCherry, and others.
Performed API diagnostics (Gen1/Gen2), including JSON/XML payload validation and
error analysis.
Bug troubleshooting, escalation of reproducible and non-reproducible complex issues
to the development team.
Monitored resource utilization and assisted with performance investigations.

Key focus: SaaS support, integrations, cloud diagnostics, payments, partner ecosystem

Sunline 2022 (June) - 2022 (Nov)
Network Technical Support
Provided network-level technical support and connectivity troubleshooting.
Configured and maintained network equipment in a Linux-based environment.
Diagnosed routing, DNS, and connectivity issues for end users.
Monitored network stability and responded to service incidents.
Supported customers in resolving access and performance problems.

Key focus: networking, Linux environment, connectivity diagnostics
Experience Central City Stadium 2021 (Feb) - 2022 (Jun)
System Administrator
Maintained office IT infrastructure supporting 50+ employees.
Administered Windows Server environment and user access.
Implemented and monitored backup processes.
Provided internal technical support and workstation troubleshooting.
Conducted basic cybersecurity awareness sessions for staff.
Ensured network and system stability across the organization.

Key focus: system administration, infrastructure support

Stalnet 2019 (Sep) - 2020 (Oct)
Network Technical Support
Provided frontline technical support via inbound customer channels.
Troubleshot connectivity and service access issues.
Configured customer network equipment.
Worked within SLA-driven support environment.
Escalated complex incidents to higher support tiers.

Key focus: customer support, networking basics, SLA operations