Віктор

Viktor Guryanov
Technical consultant

More than 8 years of experience in operational and technical support within
service desk and triage teams.
Microsoft Certified: Azure Administrator Associate, knowledge of Azure cloud
environments (RBAC, networking, storage, VM management).
Solid knowledge of Windows OS maintenance and troubleshooting.
Key Qualifications Comfortable operating independently across long shifts, prioritizing incidents
by risk and impact, and coordinating across support tiers to meet tight SLAs.
• Operational / L1-L3 support triage
Dependable and adaptable, communicative and have methodical approach to
and SLA management
solving problems.
• Windows OS installation,
maintenance, and troubleshooting
Contact:
• Billing, invoicing, and client
LinkedIn profile - [открыть контакты](см. выше в блоке «контактная информация»)
account management
Phone number - [открыть контакты](см. выше в блоке «контактная информация»)
• Hosting/server client advisory and
setup

Project Experience
Customer: Ossur Project description: More than half of Össur's Operational Support ticket
volume arrives by email from end users. To meet tight SLAs, a dedicated Triage
Project: Triage team team registers and routes these tickets before they reach L1–L3: identifying
affected components, assessing risk and impact, and confirming user location
Project duration: 02.2019 - to establish working hours and communication channels. The team covers 15
hours of daily coverage on the customer's request and consistently keeps SLA
Skills: JIRA, Confluence, service breaches low at 0-1%.
desk, Analytical skills, Issue
tracking, Prioritization Role: Triage engineer
- Monitor and triage the incoming ticket queue across 9-12 hour shifts,
covering both peak and off-peak volume
- Identify affected components, location, and business impact from limited or
incomplete descriptions
- Assess priority and severity, then route tickets to the correct L1/L2 support
team
- Operate independently for extended periods with minimal direct supervision
- Coordinate with support teams to close information gaps and speed up
resolution
- Contribute to consistently low SLA-breach rates within a 15-hour daily
coverage window

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Customer: Netversor GmbH (SIM- Role: Customer Care Manager
Networks) • Supported clients across chat, ticketing, and phone channels on hosting and
server-related questions
Project: Customer Care & Billing • Advised clients on hosting/server operations and completed initial hosting
Support setup for new accounts
• Consulted clients to help them choose the right product or service for their
Project duration: 2017 - 2019 needs

Skills: Billing, Invoice
Management, Communications
management, OTRS

Education School: Year: Degree:
National Academy of 2012 – 2018 Bachelor
Managerial staff of culture and
arts

Kyiv Professional College of 2012 Diploma of a
Information Technology and Qualified Worker
Printing

Work Experience Employer: Year: Position:
SIM-Networks 2017 - 2019 Customer Care
Manager

Certifications and Name: Year:
Microsoft Certified - Azure Fundamentals 2021
Courses
Microsoft Certified - Azure Administrator Associate
Language academy and LSE (language school of 2009-2014
English) english courses

Languages Language: Level:
English Fluent
Ukrainian Native

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