Антон

Anton Shymko
Customer Support Quality Assurance Team Leader
Lviv, Ukraine • [открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация»)
• https://github.com/shyma27 • [открыть контакты](см. выше в блоке «контактная информация»)

SKILLS

Python, Linux/Windows Administration, AWS, Bash, Docker, Docker-compose, Kubernetes, Git, GitHub, GitHub Actions, CircleCI,
Terraform, Vagrant, Jenkins, Networks, PostgreSQL, Nginx, VirtualBox, Diagram creation, Mockup creation, Presentation skills, Active
Listening, Team Leadership, Communication with peers, Supervising and supporting teammates, Customer care, Critical thinking,
Problem-solving, Agile Project Management.

WORK EXPERIENCE

DevOps Intern September – December 2025
LaSoft, Lviv, Ukraine

I was a part of DevOps team that set up the infrastructure on AWS for the team of Developers (Backend, Frontend) and QA. I
provided constant support for Development and QA teams in solving issues related to CI/CD, Databases and expanding the
infrastructure when required.
- Use predefined Terraform templates to set up AWS infrastructure;
- Set up CircleCI for CI/CD, connect it with GitHub and monitor issues related to the infrastructure;
- Register the domain name and setup subdomains for each environment (production and QA);
- Use Cloudflare to point the domain and its subdomains to AWS services (SSL, ALB, CloudFront);
- Set up Cloudflare Zero Trust policy to restrict access to QA environment.

CS Quality Assurance Team Leader January 2019 – Present
Namecheap, Phoenix, AZ

I conducted a selection of my team from scratch. The team members constantly show consistent results, and their performance
indicators are at the top among other teams.
- Lead and drive a team to meet quality and other performance targets and expectations to contribute to a positive CS and
customer experience;
- Carry out performance review (including quality control assessment) of individual team members and team as one unit;
- Monitor and provide regular reports on team progress and performance;
- Work on staff motivation to ensure the engagement of team members and their contribution when working on common goals or
individual tasks;
- Collaborate with the CS QA Team Manager and CS Department Manager of the corresponding department to improve internal
processes, procedures, and staff performance;
- Develop team members by providing coaching on areas of development and constructive feedback to help them develop,
improve, and enhance their skills and knowledge, and take appropriate corrective actions when required;
- Collaborate with peers and other departments to achieve company goals;
- Organize and head meetings to provide analysis and charts of team performance to team members (one-on-one meetings);
CS Quality Assurance Analyst January 2018 – January 2019
Namecheap, Phoenix, AZ

As a member of the QA team, I shared my profound knowledge in the domain name field with team members helping them to grow,
and Customer Support representatives which led to an increase in their performance and knowledge.
- Increase company revenue and decrease financial losses by improving CS team performance and fixing mistakes made;
- Increase long-term customer satisfaction;
- Contribute to meeting and developing internal standards across the company;
- Contribute to monitoring and improvement of CS Performance;

CS Subject Matter Expert September 2016 – January 2018
Namecheap, Phoenix, AZ

As an SME I was fully engaged in the department's workflow, being the main escalation point for all Customer Support
representatives on shift. I processed the hardest cases and performed tasks that required a lot of experience.
- Provide excellent internal customer service to team members by answering questions and assisting with processing inquiries
from clients;
- Monitor the support requests and provide proactive assistance when required;
- Share knowledge with customer service specialists helping them grow;
- Communicate customer feedback to the corresponding departments/staff to develop processes for properly serving customers;
- Develop and maintain in-depth product knowledge;
- Maintain reports on processed customer inquiries as required;
- Report and escalate issues and incidents based on guidelines;
- Assist with updating external client knowledgebases, as well as internal departmental documentation as required;
- Be engaged in continuous training and self-education.

Customer Support Representative November 2014 – September 2016
Namecheap, Phoenix, AZ

I was selected as Customer Support Representative of the Month several times. I had one of the lowest resolution times for issues in
chats without affecting the quality of support.
- Effectively support, educate, and communicate with Namecheap Domain Registrar’s customers;
- Fix the domain’s technical issues and related services;
- Conduct effective and timely troubleshooting of issues to provide the best possible service to clients;

EDUCATION

Volodymyr Dahl East Ukrainian National University, Lugansk, Ukraine
MA degree in Philology – English translator and teacher
AWS Academy Graduate
Cloud Architecting
Harvard’s CS50’s
Introduction to Computer Science

Harvard’s CS50’s
Introduction to Programming with Python
EPAM
Business Analysis Laboratory – Business Analyst Intern

SoftServe
DevOps I: Linux and Networks Fundamentals
DevOps II: CI/CD Containers and Cloud Fundamentals
Advanced Practical DevOps
Python
Databases