Ірина

IRYNA RODIONOVA
Technical Support Specialist | Customer Success Engineer | Business Analyst
Lviv, Ukraine • [открыть контакты](см. выше в блоке «контактная информация») • [открыть контакты](см. выше в блоке «контактная информация»)
Available for remote work globally
PROFESSIONAL SUMMARY
Technical Support Specialist with 7.7 years of specialized experience in enterprise software support, automation systems, and quality assurance. Proven track record mentoring junior team members and resolving complex technical issues for international clients.
Key strengths: Technical troubleshooting • Customer success • Team mentoring • JIRA/Zephyr • Grafana/Loki • Business correspondence • Multilingual communication (English, French, Polish, Ukrainian )
• Multilingual professional enabling effective support for international client bases
• Experience with enterprise-level automation systems and computerized infrastructure
• Grafana monitoring and logging
PROFESSIONAL EXPERIENCE
Technical Support Specialist (Research Engineer - Computerized Systems & Automation)
ISD Ltd. (II "Ai Es Di") | March 2018 - December 2025 (7.7 years)
Full-service contract position (ФОП agreement)
• Provided technical support as part of a dedicated support team for enterprise-level computerized systems and automation infrastructure serving international clients
• Collected and analyzed system logs using Grafana monitoring to identify performance bottlenecks and detect anomalies
• Organized and participated in urgent conference calls with clients to troubleshoot critical issues in real time and provided post-resolution feedback
• Supported client communications during critical incidents, documenting issues and solutions
• Collaborated with clients to document problem test cases, studying their test scenarios to ensure full context and reproducibility
• Authored manuals and tutorials on smoke testing, validation procedures, and best practices for QA teams
• Mentored and trained 3-5 junior specialists on support processes and troubleshooting techniques
• Resolved technical issues across multiple platforms, maintaining high customer satisfaction ratings
• Database Management: SQL basics — executing and editing queries and scripts for specific data results
• AI & Research: Applied research in Artificial Intelligence; leveraging AI algorithms for troubleshooting and predictive insights
• Collaborated with international teams across multiple time zones (EMEA, Americas) providing 24/7 support coverage
• Collaboration & Remote Tools: Webex, MS Teams, Remote Desktop Connection, TeamViewer, AnyDesk
• Documented technical processes and created knowledge base articles
• Utilized Elastic for ticket management, bug tracking, and sprint planning in an Agile environment
• Conducted smoke testing for system updates and new feature releases
Key achievements: Successfully managed critical system incidents with minimal downtime • Implemented automated testing protocols reducing manual testing time • Recognized for exceptional customer communication and problem-solving abilities
Doctor of Dental Medicine (DMD) / Dental Surgeon
Private Dental Clinic “Perla” (PE “Perla”) | 2011 – 2013
EDUCATION & CERTIFICATIONS
Danylo Halytsky Lviv National Medical University
Specialist Degree in Medicine | 2001-2006
Medical background provides: Exceptional analytical and diagnostic thinking • Meticulous attention to detail • Ability to work under pressure with critical systems • Strong understanding of healthcare IT requirements (valuable for HealthTech/MedTech roles)
Logos IT Academy
QA Software Testing Certification | 2017
Comprehensive training: Manual testing methodologies • Test case management (JIRA + Zephyr) • Agile/Scrum framework • Kanban • Automated testing (Selenium IDE, JMeter) • API testing
Alliance Française à Lviv
DELF/DALF B2 Certification | 2010
French Language Proficiency - Upper Intermediate level certified by official French examination
TECHNICAL SKILLS
Support & Troubleshooting: Enterprise software support • System diagnostics • Incident management • Remote desktop support • Root cause analysis • Technical documentation
Tools & Technologies: JIRA • Zephyr • Trello • Confluence • Grafana • Windows • macOS • Linux • UNIX • Remote support tools (TeamViewer, AnyDesk, Webex Meeting, MS Teams) • CRM systems • Ticketing systems • AI research
Methodologies: Agile/Scrum • Kanban • ITIL foundations • Quality assurance best practices • Customer success frameworks
LANGUAGES
• Ukrainian - Native (full professional proficiency)
• English - Advanced (B2/C1) - Business fluent, technical documentation
• French - Upper Intermediate (B2) - DELF certified, professional proficiency
• Polish - Advanced (B2/C1) - Professional working proficiency
Multilingual capability enables: EMEA region client support • International team collaboration • Localization testing • Cross-cultural customer success
PROFESSIONAL ATTRIBUTES
• Customer-focused with proven ability to explain complex technical concepts clearly to non-technical audiences
• Strong analytical and problem-solving skills leveraging medical background and 7+ years tech experience
• Experienced in mentoring team members and creating comprehensive training documentation
• Highly adaptable to new technologies, systems, and rapidly changing environments
• Excellent written and verbal communication across multiple languages and cultural contexts
• Self-motivated and highly effective in remote work environments with distributed teams
• Comfortable working with international, time-zone distributed teams across EMEA, Americas, and APAC regions