Customer Support Representative/Leader
EMPLOYMENT HISTORY:

1) System Administration Assistant Manager (2017 – Present)
My current duties are:
- compile reports
- schedule and handle MS Teams and Zoom meetings
- manage team’s escalation emails/calls
- coordinate team’s accurate and timely documentation updates
- document current processes
- coordinate with NOC, QA, TSD and other departments
- introduce ITIL best practices and perform staff training on processes
- experience in working with JIRA, Confluence and other internal ticket tools

2) Project Coordinator (2020 – Present)
My current duties are:
- handle meetings with the customer
- create and manage tasks with requirements for our development team
- perform test cases before/after releases

3) Junior System Administrator (Tier 3) (Jun 2016 – Aug 2017)
I worked as a junior system administrator in the SQL team. My duties were
considered to be:
- processing tickets with end-users' requests
- managing MySQL databases
- fixing issues with websites and such applications like phpMyAdmin
- handling escalated issues from customers.

4) Teamleader in Customer Support Department (Sep 2014 – May 2016)
My duties were considered to be:
- leading and training the Technical Support Team of 5 members
- managing scheduled staff
- establishing, communicating and implementing new procedures and goals
- monitoring and assisting with the team's daily duties
- conducting quality control to reduce errors
- working with other teams (like Sys Admins and QA) implementing strategies to
increase profitability
- maintaining KPI and SLA values

5) Technical Support Specialist (Tier 1 and 2) (Sep 2012 – Sep 2014)
Duties:
- Process tickets and technical issues from customers and Tier 1 support agents.
- Analyze customer requirements and proceed with emails.
- Communicate with customers via chats and emails.
- Perform diagnostics and troubleshooting with PHP, MySQL, E-mail
(POP3/IMAP/SMTP), FTP, DNS and other standard web hosting applications
and protocols.


TECHNICAL SKILLS
- MySQL
- Linux and Terminal
- E-mail (POP3/IMAP/SMTP)
- FTP
- DNS
- Issue Tracking Systems (Jira, Service Desks)
- Network Monitoring Systems (Nagios)
- Knowledge Base (Confluence)
- MS Office and Excel, Libre/Open Office
- Outlook, Thunderbird
- Conferencing software (Zoom, WebEx)
Очікую багато спілкування англійскою мовою, можливість працювати віддалено, хочу працювати в команді і домогати партнерам та клієнтам. Легко можу писати інструкції, мануали та тренити новачків
Я була Тімлідом команди Технічної підримки іноземних клієнтів (Канада, США, Великобританія), перешла на третій рівень підтримки і працювала вже адміном і змогла не тільки обробляти запити клієнтів, але і вирішувати їх проблеми на стороні серверів та баз данних.
Я була Тімлідом команди Технічної підримки іноземних клієнтів (Канада, США, Великобританія), перешла на третій рівень підтримки і працювала вже адміном і змогла не тільки обробляти запити клієнтів, але і вирішувати їх проблеми на стороні серверів та баз данних.
EMPLOYMENT HISTORY:

1) System Administration Assistant Manager (2017 – Present)
My current duties are:
- compile reports
- schedule and handle MS Teams and Zoom meetings
- manage team’s escalation emails/calls
- coordinate team’s accurate and timely documentation updates
- document current processes
- coordinate with NOC, QA, TSD and other departments
- introduce ITIL best practices and perform staff training on processes
- experience in working with JIRA, Confluence and other internal ticket tools

2) Project Coordinator (2020 – Present)
My current duties are:
- handle meetings with the customer
- create and manage tasks with requirements for our development team
- perform test cases before/after releases

3) Junior System Administrator (Tier 3) (Jun 2016 – Aug 2017)
I worked as a junior system administrator in the SQL team. My duties were
considered to be:
- processing tickets with end-users' requests
- managing MySQL databases
- fixing issues with websites and such applications like phpMyAdmin
- handling escalated issues from customers.

4) Teamleader in Customer Support Department (Sep 2014 – May 2016)
My duties were considered to be:
- leading and training the Technical Support Team of 5 members
- managing scheduled staff
- establishing, communicating and implementing new procedures and goals
- monitoring and assisting with the team's daily duties
- conducting quality control to reduce errors
- working with other teams (like Sys Admins and QA) implementing strategies to
increase profitability
- maintaining KPI and SLA values

5) Technical Support Specialist (Tier 1 and 2) (Sep 2012 – Sep 2014)
Duties:
- Process tickets and technical issues from customers and Tier 1 support agents.
- Analyze customer requirements and proceed with emails.
- Communicate with customers via chats and emails.
- Perform diagnostics and troubleshooting with PHP, MySQL, E-mail
(POP3/IMAP/SMTP), FTP, DNS and other standard web hosting applications
and protocols.


TECHNICAL SKILLS
- MySQL
- Linux and Terminal
- E-mail (POP3/IMAP/SMTP)
- FTP
- DNS
- Issue Tracking Systems (Jira, Service Desks)
- Network Monitoring Systems (Nagios)
- Knowledge Base (Confluence)
- MS Office and Excel, Libre/Open Office
- Outlook, Thunderbird
- Conferencing software (Zoom, WebEx)
Очікую багато спілкування англійскою мовою, можливість працювати віддалено, хочу працювати в команді і домогати партнерам та клієнтам. Легко можу писати інструкції, мануали та тренити новачків