Mykola

Контактная информация

Соискатель указал телефон и эл. почту.

Получить контакты этого кандидата можно на странице https://www.work.ua/resumes/9246307

Опыт работы

Technical Support Team Lead

с 11.2021 по 09.2023 (1 год 10 месяцев)
Nextiva, Київ (IT)

- Leading team of 14-22 VOIP Support Agents
- Monitoring KPIs
- Onboarding of new commers
- Improving team perfomance
- Creating and improving support processes
- Creating and improving knowledge bases

L1 Technical Support Agent

с 06.2021 по 11.2021 (5 месяцев)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Assisting customer with MRR more than $1000
- Troubleshooting and resolving issues with routers, switches, rewalls that can aect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures
- Assisting with setting up and troubleshooting VLANs
- Troubleshooting and assisting with issues Voice QOS: checking latency, network jitter, packet loss using PingPlotter


- Troubleshooting and assisting with one way audio, no way audio, calls dropping, double registration, provisioning failure
- Troubleshooting call failures using Oracle Palladion checking call logs, message ows and analyzing SIP Response Codes
- Analyzing call logs and packet captures using Wireshark

L2 Technical Support Agent

с 03.2021 по 05.2021 (2 месяца)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Setting up and supporting trunk accounts(IP-PBX systems) - Troubleshooting and resolving issues with routers, switches, rewalls that can aect VOIP system: double Nat, SIP ALG, SBC issues, checking trace routes and packet captures
- Setting up and troubleshooting fax bridges

L3 Technical Support Agent

с 10.2020 по 02.2021 (4 месяца)
Nextiva, Київ (IT)

- Comunicating with American customers via phone, email, chat in English
- Instructing American customers on how to use new phones via phone calls, emails and live chats
- Setting up and supporting phones: Polycom, Cisco, VTech, Panasonic, Grandstream
- Setup phone for multiply phone lines
- Supporting and setting up fax lines

Вчитель математики

с 09.2014 по 06.2017 (2 года 9 месяцев)
ТЛ НТУУ КПІ, Київ (Освіта, наука)

Образование

NTUU “KPI”

System Analysis of Financial Markets, Київ
Высшее, с 2014 по 2021 (7 лет)

I have master degree in System Analysis and Computer Science.

Знания и навыки

Знание языков

• Английский — свободно
• Немецкий — начинающий
• Украинский — свободно