Mykhailo

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Lviv, Ukraine Mykhailo Hudyma
[открыть контакты](см. выше в блоке «контактная информация») L2 Support Engineer
[открыть контакты](см. выше в блоке «контактная информация»)
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L2 Support Engineer with 4 years’ hands-on experience across SaaS platforms,
Skills Microsoft 365 environments, and IT services. Skilled in L1–L3 escalation
workflows, system monitoring, remote administration, and client
L1/L2 Technical Support communication. Experienced with ticketing systems, admin panels, and log
System Monitoring & Alerting analysis to resolve issues efficiently and maintain clear documentation.
Remote Troubleshooting
Microsoft 365 Administration Experience
Log Analysis & Issue Diagnosis ENESTECH Software
Ticket management & escalation L2 Support Engineer Oct 2024 - March 2026
Tools & Services Managed L2 escalations via Zendesk, routing complex financial cases to L3
and Customer Success, and logging bugs in Jira for the development team.
Zendesk, HubSpot Diagnosed client-side issues remotely via TeamViewer, validating
Front, FreshService integrations, internal settings, and third-party connections.
Configured and adjusted module behaviour through the Django admin
Microsoft 365 Entra ID, SharePoint
:
panel to meet user requirements.
Teams, utlook, Power Automate
O Monitored server health in Zabbix and analysed logs in Elasticsearch and
Zabbix, Kibana, Elasticsearch Kibana to identify disruptions and alert clients.
Provided hands-on troubleshooting and account management for clients
Jira, Confluence, Trello that were using diskless systems

Auth0, Mailgun, Twilio, Mixpanel Investigated integrations with Auth0, Stripe, Mailgun, Twilio, and Mixpanel,
TeamViewer, AnyDesk, Splashtop identifying configuration issues and escalating where needed.
Pulseway Diya
Django Admin Panel, KeyCRM Technical Support | Microsoft 365 Engineer Aug 2023 - Sep 2024
asic Experience R esolved L1/L2 technical enquiries via Front, HubSpot, FreshService, and
Pulseway, with remote troubleshooting using AnyDesk and Splashtop.
B

Linux Monitored client systems and managed Microsoft 365 environments,
JavaScript, C , C++ Basic
# ( ) including account operations, identity and access, and Teams
etworking Cisco administration via the Admin Centre.
N ( )
Mentored and onboarded support specialists, guiding them through
API Usage & Testing, Virtualisation workflows, tools, and best practices.
& Cloud Basics Coordinated cross-team escalations, ensuring timely resolution and
accurate ticket documentation.
Lan ua es
g g Managed SharePoint sites, including permissions, document libraries, and
Ukrainian - ative
structure for client and internal use.
Built Power Automate flows to streamline tasks such as ticket routing,
N

English - Advanced C1 ( )
status updates, and approval processes.
Zone3000

Customer Support Specialist June 2021 - June 2023

Handled and categorised L1 support tickets in Kayako and Jira, supporting

clients via email and phone with technical queries and multi-platform

account management.

Reviewed inbound email content for sensitive information and escalated

where required.

Created and maintained workflow documentation in Confluence to

standardise processes and reduce resolution times.

Education

Information Systems and Technologies (Bachelor) Sep 2020 - Jun 2024

Lviv Polytechnic National University | Information Technologies

Gained practical knowledge of software development (back-end and front-

end), databases, and API usage.

Applied containerisation and infrastructure tools, including Docker, Jenkins,

Ansible, Kubernetes, Terraform, and AWS, in lab environments.

Developed scripting skills in Bash and Python for automation and

configuration tasks.

Studied Linux system administration and networking fundamentals (Cisco),

with hands-on lab experience in configuration and troubleshooting.