Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/17096629/

Опыт работы

Requirements analyst

с 07.2023 по наст. время (2 года 8 месяцев)
Eleks, Дистанційно (IT)

Doctor Eleks (15.04.2024 - 23.12.2025)
· Gathered requirements and prepared prototypes.
· Communicated with the government eHealth department to clarify technical and API documentation.
· Prepared instructions and business process documentation.
· Prepared documentation and prototypes for a web-based patient information system that enabled users to access and manage personal data and declarations.
· Prepared documentation and prototypes for a government-based electronic stock system that streamlined the procurement process.
· Prepared requirements for stock management in a desktop solution, in compliance with Ministry of Health orders.

US Charting and trading analysis project (03.07.2023 - 12.04.2024)
Responsibilities:
· Gathered requirements and wrote the project's documentation.
· Communicated with the customer.
· Participated in strategic planning on-site.
· Participated in brainstorming sessions with the Product Owner and team.
· Prepared project proposals and change management flows for the infrastructure changes.

Customer support representative

с 03.2023 по 08.2023 (6 месяцев)
Maven, Львів (IT)

· Support consultants (users) via Zendesk (providing payment information, how-to’s).
· Onboarding new consultants to the platform (gathering contact details, drawing professional bio and then uploading it all to the platform);
· Fraud investigation - monitoring suspicious activity such as recent address/name changes, was the bio adjusted to fit the project profile request, survey mass acceptance, IP address check via Kibana, self-referring, etc.
· Notifying IT-department about platform downtime, technical errors, via Jira and pm.

Team leader

с 02.2021 по 07.2022 (1 год 6 месяцев)
Ciklum, Львів (IT)

Customer Support Team Leader for Israeli broker company
· Onboarded and trained newcomers on a trading platform, Know Your Customer (KYC) flows, basic and advanced trading (sell and buy positions, fees, stop loss and take profit orders, copy trading, pips and charts, and market gaps and volatility), payment flows, risk checks (antimoney laundering (AML), fraud, politically exposed persons), and chats.
· Prepared training materials and procedures’ flows.
· Mentored and supported the team and provided step-by-step guidance if an agent was not sure how to resolve the case or chat.
· Communicated with other departments, gathered platform updates, and provided feedback and information regarding team performance.
· Performed quality control and performance reviews on a monthly basis.
· Communicated with the customer's representatives and coordinated the support processes (adjusting the number of people working on queues, topics, and chats at a given time).
· Provided additional training or retraining based on feedback.
· Monitored platform downtimes, reported them to the technical department and Project Manager using Jira, and provided statistics updates.
Tools and technologies: Atlassian Jira, Atlassian Confluence, Salesforce, Corporate back-office system

Образование

Heriot-Watt University

Master of Arts in Management with Marketing, Київ
Высшее, с 2008 по 2013 (5 лет)

*Місто освіти Единбург

Дополнительное образование и сертификаты

Business Analysis by ITEA

2018

SQL for analytics, Laba

2020

Знания и навыки

• Jira
• Figma
• MS Visio
• Confluence
• Creation of prototypes
• Написання user story
• Requirements analysis
• Modeling of business processes

Знание языков

Английский — продвинутый