Max

Maxim Symchyshyn
• Ukraine, Ternopil’ District 47711 • [открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация») • t.me/Chipt•
• [открыть контакты](см. выше в блоке «контактная информация») •

Professional Summary
Detail-oriented individual with a strong interest in problem-solving, computer systems, server systems, and IoT architecture. Experienced in customer satisfaction and customer problem solving, metric analysis, and working with complex computer systems for more than 8 years. Focused on continuously meeting and fulfilling company goals and orders.

Experience
Clario Tech
Tech Coach/Customer Contact Centre information clerk08.2019 – 06.2025

• Conducted technical training sessions, assessed CCD-related Cases (tech tests, training)
• Achieved required productivity results on a work shifts for new and foreign employees – up to 70% (median metric)
• Investigated Complex Issues to identify solutions for challenging technical problems, was responsible to provide step-by-step representation and solution for the problem under presentations. Work meetings and knowledge base.
• Guided personal projects to foster growth and innovation so all 100% newcomers will be ready to pass the internal qualification
• Started and managed Additional Development Projects for internal customers
• Led 2-6 groups of agents and newcomers to help them achieve their best scores, KPI, and estimated productivity metrics
• Helped to analyze complex problems with an IT department, and helped to reduce the Company's operating costs by taking additional responsibilities
• Processed and scheduled necessary department collaborations with other departments
• Conducted, created, and provided tech articles, trainings, video trainings, company updates, and meeting notes
• Conducted a competitor analysis and competitor comparison
• Arranged, operated, and maintained VMs and OS, Remote Unattended connections for newcomers to achieve better productivity
• Navigated chat-bots and AI-bots, implemented solutions that had been chosen
• Handled work with data and charts from Salesforce, Jira, Confluence, Yeti CRM, Kromtech CRM
• Set IoT devices and their systems
• Maintained internal data servers, workstations
• Have experience with CRM systems, Grafana, Prometheus, Kubernetes, logs processing

Clario Tech (Former ZoomSupport)
Remote Connection Customer Support Specialist02.2016 – 08.2019

• Supported and provided world-class customer service via phone, chat
• Identified and assessed customers' needs to achieve satisfaction
• Handled and resolved customer complaints
• Assisted with troubleshooting software-related issues on Mac and Windows
• Provided fast feedback about the software issues
• Provided quality service within the framework of internal policies

Education
# Without external courses, certificates, etc. I do have them, but according to the Cambridge CV requirements, I shouldn’t list them here

Ternopil National Economic University 09.2017 – 12.2018
Master’s Degree, Finances of Economic and Insurance entities; EQF - 7

Ternopil National Economic University 09.2013 – 06.2017
Bachelor’s Degree, International Economic Relations; EQF - 6

Ternopil Specialized School I-III Degrees №29 09.2003 – 06.2013
High School

Skills & Interests
#// It is not a complete list; I’m afraid not to overload it
Technical: MS Azure API Management, Prometheus, Grafana, Loki, CRM’s: Salesforce and Salesforce Einstein, Zendesk, Zoho CRM, Intercom; Oracle VMWare Suite, Microsoft Office Standalone, LibreOffice, IBM Lotus; remote connection software such as LogMeIn Rescue, TeamViewer, Simple VNC, VNC Viewer/Server, Microsoft Remote Desktop; MS Windows troubleshooting , macOS troubleshooting, Android operating system troubleshooting, iOS troubleshooting, Slack, Jira, Confluence, Microsoft SharePoint

Language: English – B2/ (IELTS); German – A1+; Ukrainian – native; Russian – native

Interests: Food Supplements and medicine-related; Data Privacy; Cybersecurity and threat analysis (risk assessment STRIDE; ICS); scripting (Python 3.*); system optimization and tuning, driving a car and a motorcycle; without tl;dr there are many things and bits that I am interested in.