Pavlo

Pavlo Konoplia
Nationality: Ukrainian Date of birth: 19/04/2002  Phone: [открыть контакты](см. выше в блоке «контактная информация»)

 Email: [открыть контакты](см. выше в блоке «контактная информация»)
 Home: Denesova 65, 04023 Kosice (Slovakia)

WORK EXPERIENCE

 Payop – Bratislava, Slovakia
City: Bratislava | Country: Slovakia
L2 Support Engineer
[ 15/01/2024 – 28/04/2025 ]
Provided second-line technical support for clients via chat, email, and ticketing systems.
Diagnosed and troubleshooted complex technical issues.
Escalated unresolved or critical cases to engineering and development teams following internal escalation processes.
Collaborated closely with Product, QA, and DevOps teams to analyze root causes and deliver solutions.
Maintained detailed and accurate case documentation, ensuring knowledge base updates when necessary.
Monitored system performance and proactively identified potential issues affecting customer experience.
Participated in regular product and process training to maintain up-to-date technical expertise.
Contributed to product improvement by gathering customer feedback and reporting recurring issues.

 Vaco at Google – United States
Country: United States
Сontent analyst
[ 01/03/2024 – 01/06/2024 ]
• Content Quality Assurance
• Data Analysis & Reporting
• Collaboration with Creative Teams
• Keyword & Search Term Analysis

 IOM (UN) – Slovakia
Country: Slovakia
Field oficer
[ 01/12/2022 – 10/01/2024 ]
• Providing legal and psychological assistance to refugees
• Ensure the protection and assistance of migrants, particularly vulnerable groups such as women, children, and
victims of trafficking or exploitation
• Collaborate with local partners to identify needs, gaps, and opportunities for improving migration-related
services and support
• Implement IOM's policies and procedures in the field, ensuring compliance with organizational standards and
protocols
• Maintaining reports and records
• Data analysis

 SupportYourApp – Slovakia
Country: Slovakia
Technical Support Specialist L2
[ 06/01/2021 – 30/09/2022 ]
• Manage incoming requests from customers via tickets,chats,calls
• Providing customers with technical assistance
• Sale of the company's products in accordance with the wishes of customers
• report management
• Managing data export requests from clients and other departments
• Bugs/technical issues reporting
• Guides and manuals preparation about current procedures and technical documentation for clients

 SupportYourApp – Bratislava, Slovakia
City: Bratislava | Country: Slovakia
Technical Support Specialist L1
[ 10/10/2020 – 01/01/2021 ]
Provided first-line technical support to customers via chat, email, and phone.
Assisted users with troubleshooting basic technical and product-related issues.
Created and managed support tickets, ensuring timely resolution or proper escalation to L2/L3 teams.
Guided users through product features, installations, and configuration steps.
Documented customer interactions and solutions in internal knowledge base systems.
Collaborated with internal teams to provide feedback on recurring issues and improve service quality.
Maintained high customer satisfaction by delivering prompt, courteous, and accurate support.

 NDA – Bratislava, Slovakia
City: Bratislava | Country: Slovakia
Frontend developer
[ 01/03/2018 – 01/07/2018 ]
Assist in the development and maintenance of websites and web applications
Implement user interface designs using HTML, CSS, and JavaScript frameworks
Conduct testing and debugging to ensure website functionality and compatibility across different browsers and
devices
Provide technical support and assistance to team members as needed
Assist in project planning, estimation, and task prioritization.

EDUCATION AND TRAINING

Bachelor's degree in occupational safety and health
Kharkiv National University named after Municipal Economy [ 01/09/2019 – 01/07/2023 ]
City: Kharkiv | Country: Ukraine | Website: https://www.kname.edu.ua/

Bachelor's degree in Applied Informatics
Comenius University in Bratislava [ 20/09/2019 – 16/07/2022 ]
City: Bratislava | Country: Slovakia | Website: https://uniba.sk/en/

Python programming course
[ 10/08/2020 – 10/10/2020 ]
Country: Ukraine | Website: https://ithillel.ua

Front-End course
Hillel [ 09/09/2021 – 09/12/2021 ]
Country: Ukraine | Website: https://ithillel.ua
Time Management course
Hillel [ 05/04/2021 – 26/04/2021 ]
Country: Ukraine | Website: https://ithillel.ua

LANGUAGE SKILLS

Mother tongue(s): Russian | Ukrainian

Other language(s):
Slovak English
LISTENING C2 READING C2 WRITING C2 LISTENING C1 READING C1 WRITING C1
SPOKEN PRODUCTION C2 SPOKEN INTERACTION C2 SPOKEN PRODUCTION B2 SPOKEN INTERACTION B2

Czech
LISTENING C1 READING B1 WRITING B1
SPOKEN PRODUCTION A2 SPOKEN INTERACTION A2

Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user

SKILLS

Microsoft Office / Microsoft Word / Microsoft Excel / FrontEnd: HTML, CSS, JavaScript / Microsoft Powerpoint /
Python Language - Basic knowledge / Google Docs / Google Drive / C++ / SQL and MS-SQL / Social Media /
PostgreSQL and MariaDB / Elasticsearch (Basics) / Tools & Framework: Git, Jenkins, AWS, Bitbucket, Jmeter, Rest
Assured, Postman, Shell

VOLUNTEERING

[ 01/06/2017 – 01/08/2017 ] Donetsk region
Volunteer at the border with the Donetsk region
Volunteering at a checkpoint in temporarily occupied Donetsk. Helping people cross the border

HOBBIES AND INTERESTS

Creating modifications for video games
Creating mods for one game and testing them with the help of friends and the game community
ORGANISATIONAL SKILLS

Time Management

The ability to prioritize tasks, set deadlines, and allocate time effectively to accomplish goals.

Communication

Effectively conveying information, ideas, and instructions to colleagues, superiors, or clients through verbal and
written means.

Adaptability

Being flexible and open to change, adjusting plans or strategies as necessary, and quickly adapting to new
circumstances.

Collaboration

Working effectively with others, building positive relationships, and contributing to a harmonious team environment.

Setting goals

Setting priorities

Physical organization

Planning

Multitasking

COMMUNICATION AND INTERPERSONAL SKILLS

Mediating

Empathy

Listening

Negotiation

Teamwork