lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: Technical Support Lead
Category: Support
Experience: 11 years | English: intermediate

I`ve been working in IT - 10 years 
Hold a position of Group Manager - 7 years
I`m able to perform in public.
I`ve been providing a regular training of our SD system for new employees - 3 years.
Current work
Computer systems analyst (Team Lead)
August 2019 – Present

•Managing a Service Desk system "Manageengine servicedesk plus" in web interface
•SLA\Priority\Log work\Templates and other I integrate from scratch
•Working with both teams Help Desk and Admins 
•Process automatization in Service Desk
•Created about 100 templates for users’ requests
•Writing instructions and processes for the Service Desk system
•Control all of the tasks in the system

GROUP MANAGER
Apr 2013 - August 2019

• Working in Service Desk system with requests/incidents
• Organization and control of implementation local IT projects (tests/instructions/bugs)
• Responding of customers queries
• Writing knowledge articles (the local wiki)
• Responsible for 900 employees in the company
• Providing the training of the Service Desk system (Jira)
• Conducting interviews with new employees to the HD department
• Communication with other departments (administrative and customers)
• Coordinate my team of 5 people.
• KPI report every 3 months
• Solving Top Management requests
• Control projects relocations between offices and departments
• Support Audio/Video conferences (Zoom and Polycom)
• Choice the office Equipment (for our standard) (Printers/PC/Laptops/Hardware for PC/ etc)


HELP DESK ENGINEER
Aug 2011 – Apr 2013

• Prepare new workstations
• Technical support of the PCs, notebooks, net-tops, thin clients
• Support the education center 20 PC (virtual box\VMware) – now it is 100 PC
• Working with MMC console
• Installing and configure a Citrix client
• Cisco WebEx Web Conferencing
• WDS, MDT
• Setup VPN clients
• Windows 2000/XP/Vista/7/8/10
• Support Mac Os X
• Backup local data from PC (Acronis Disk Director) 
• Repair lost data files by programs
• Microsoft Office 2007-16
• True crypt, Bit locker
• Analog telephones
• IP telephones (Avaya)
• AD - only as a user (read and check info)
• SCCM - only as a user (read and check info)
• Understanding how it works:
DMZ, TCP/IP, UDP, DHCP, DNS, Domain Controllers, WSUS, SCCM, Proxy, Checkpoint


March 2008 – December 2010
SYSTEM ADMINISTRATOR (HELP DESK)
I`d like to get a new job, where I could realize all my experience, and learn something new for myself.
Position: Technical Support Lead
Category: Support
Experience: 2 years | English: fluent

Established and enhanced requests' processing procedures, time frames, information delivery methods, and correspondence style; created a profound and detailed knowledgebase.
Fluent English
Almost 2 years of experience in technical support including Team Lead position (1 year)

Project tracking software: Jira, Confluence, Zendesk, Microsoft Dynamics CRM.
Log monitoring tools: Graylog, Notepad++.
Remote control systems: TeamViewer, ShowMyPC, AnyDesk.
Management framework/ Diagnostic tools: PowerShell, Command prompt (cmd).
Debugging tools: Fiddler.
Database management system: Microsoft SQL Server.
Operating systems: Windows, Mac OS.
Fluent: English, Ukrainian, and Russian (both written and verbal).
Expecting to immerse into challenging projects where I could develop my professional and personal skills, preferably with a decent environment & friendly atmosphere within the team
Position: Technical Support Lead
Category: Support
Experience: 2.5 years | English: upper

I have created an educational portal for team development and developed the project to improve the qualifications of the team in the form of a series of webinars on the basics of system administration. 
I regularly integrate systems to optimize and improve the quality of work of Technical Support.
Have experience in product companies, SaaS, esports gaming, system administration, heading technical support team.

Working with particularly complex technical requests (Windows system administration), setting up a diskless system, cashdesk systems, ads settings, remote connection, software troubleshooting.

Also I'm interested in front-end engineering, have basic skills in HTML, CSS and JS. I aim to develop to the position of a front-end developer.
I am not looking for shift work. Also I am NOT interested in project in the field of dating and gambling.
Position: Technical Support Lead
Category: Support
Experience: 7 years | English: fluent


Working with Jira, Azure DevOps, Docker, and Postman.

Managing teamwork.

Managing the ticket flow

Working with tickets in the CRM system, Help Scout, Intercom.

Working with TFS.

Managing teamwork.

Training new-hires.

Acquainting new hires with subtleties of workflow, policies and procedures of solving tickets.

Performing monthly QA.

Managing knowledge base for project.

Assisting customers over the phone, via e-mail or live chat.

Working on several projects simultaneously.

Working with plane tickets through Amadeus 

Providing customers with relevant information in a professional and timely manner in order to achieve performance objectives. 

Providing customer with appropriate solutions and alternatives in order to resolve their case. 

Assisting customers over the phone, via e-mail or live chat.

Training new-hires.
Understanding the customer’s needs to help them exploit our software

Customizing workflows based on the profile of the customer

Customer Onboarding

Creating cold emails data bases

Cold outreach

Promo campaigns for product updates

Working with Campaign Monitor, Snov.io
Position: TECHNICAL SUPPORT LEAD, CUSTOMER SUPPORT, MONITORING
Category: Support
Experience: 1 years | English: upper


B2 English, Advanced Russian;
Working with ticket systems:(CF,SD, JIRA)
Advanced skills in troubleshooting
Windows PC, Mac OS, Android, iOS
platforms;
Working with MS Office Ехcеl, Word,
Access, Adobe Photoshop, Flash
programs;
Basic knowledge of developing and
working with SQL-databases
Extremely motivated to constantly
develop my skills and grow
professionally.honesty, purposefulness,
responsibility, sociability, ability to
organize a team, a balanced character,
high level of stress-resistance,
energetic. Leader mindset, Proactive,
Hard-working and Result-oriented with
proven analytical and problem-solving
skills.I consider myself to be a good team
player. Honesty and constructive criticism
will be appreciated, they will motivate me
to improve myself.
Position: Technical Support Lead, Customer/Technical Support, Monitoring
Category: Support
Experience: 7 years | English: fluent

Creating a team .
WORK EXPERIENCE:
24/7 Chat Support Technical Lead
Access Softek | Feb 2022
-Managing team of 7 people.
- Calls with clients.
-Establishing connection with implementation team.
- Creating onboarding plan.
-Creating schedules and procedures for the team. 

Technical support rep:
Access Softek | Feb 2019
- Understanding banking software and apps in-depth;
- Tracking project statuses, meeting deadlines, and launching new products;
- Training clients on mobile and online technology while communicating
technical concepts at an appropriate level;
- Configuring mobile banking apps and performing some technical
configurations;
-Coordinating integrations with third party financial services;
-Coordinating with software technicians, technical support, and developers as
needed;
-Examining technical logs to troubleshoot and resolve issues encountered
during implementation;
-Performing basic QA tests after implementing changes.


NomanGaming Ltd | Jun.2019 - Nov 2019
Project manager-Moderation/Support lead
- Was managing group of 5 people, creating schedule and paying salary;
- Supervising the work, covering shifts when needed;
- Setting up communication with the owner;
- Setting up automating and the processes to speed up the work.

Miratech | Oct.2018
Technical Engineer
- Monitoring SQL databases for errors and Alerts and dealing with them
on Windows Server;
- Working with Transact-SQL.;
- Communication with other departments in order to deal with alerts;
- Working with Jira, reporting systems

Kromtech. ZoomSupport | Apr.2015- Feb 2019
Computer software engineer
- providing remote technical support;
- handling and resolving English-speaking customers’ requests;
- developing and mastering experimental troubleshooting techniques
on the way of resolving unusual cases;
- cooperation with Sales department to resolve issues and consulting sales
agents on the pre-sale stage;
-providing feedback regarding the software related issues;
-night shifts.
Flexible schedule, not night hours, preferable morning shifts
Position: Technical support/lead/sales/bayer/project manager
Category: Support
Experience: 1.5 years | English: fluent

Hard working,  Performed duty of team leader, Easygoing, Stress resistant, Communicative, Organized, Persuasive, Creativity, Helpful, Stress resistance
IT Company 
• Close cooperation with Development, IT and operations team 
• Close relation to windows & PCs configurations 
• Providing trainings for new employees 
• Creating meetings for customer support with development team
• Checking and reading graylog 
• Close collaboration with the biggest clients in our compony (more than 200 stores)
•Excellent communication - written and oral skills
•Flexibility and ability to juggle a range of different Microsoft Exel tasks
•Effective team-working skills
•Ability and willing to handle grate amount of workload and work
•Conflict resolution
•Good organizational skills
Leopolis Jazz Fest 

• Participate  in  blockchain  devoted  conferences  and  meet-ups  to  present  the  product  and  extend  media  community 
• Arranging  travel,  visas  and  accommodation 
• Evaluating,  improving  and  maintaining  positive  relationships  with  shareholders  and  investors 
• Coordinating  and managing the media relations team 
• Writing  foreign  content

SOFTWARE SKILLS
Word, Exel
5 out of 6
Powerpoint
4 out of 6
Jira, Confluence, Zendesk & CRM
6 out of 6
JSON, Graylog & Notepad++
5 out of 6
TeamViewer, ShowMyPC & AnyDesk
6 out of 6
GoToMeeting
4 out of 6
Fluent English 
1,5 experience in technical support
Excellent communication - written and oral skills
Flexibility and ability to juggle a range of different Microsoft Exel tasks
Effective team-working skills
Ability and willing to handle grate amount of workload and work under pressure
Conflict resolution
Good organizational skills
Position: technical support manager
Category: Support
Experience: 0 years | English: pre

My achievement includes the ability to establish common ground and effective communication with people.
Logistics
I have six months of experience in a logistics company. During this time, I developed several valuable skills, including:
-Proficiency in using logistics software and tools.
-Effective communication with team members and clients.
-Problem-solving and decision-making abilities in fast-paced environments.
- Understanding of supply chain management and inventory control.
- Time management and the ability to meet tight deadlines.
This experience has equipped me with a strong foundation in logistics and valuable skills that I can apply in future roles."
CAFE "FIOLET" Administrator + Waitress
- Communication with people
- Training of new staff
- Product availability control
- Discussion of all the details of booking an event
Dance Studio Administrator
- Conducting inventories;
- Organization of stuff work;
- Keeping cash documents;
- Interest in personal selling, cash handling; - Training and adaptation of personnel;
Restaurant
I am seeking a remote job opportunity with opportunities for growth within the company. I am willing to learn and develop my skills
Position: Technical support manager
Category: Support
Experience: 0 years | English: intermediate


- Designed products for the improvement of the city (playgrounds, bus stops, pavilions, fences, etc.)
- Calculated materials and, if necessary, looked for them on the Internet
- Produced 3D models of products using AutoCAD
- Restored scans of old and damaged drawings using Photoshop and adapted them to the requests of a specific customer
- Developed individual products for clients and advised them
I prefer to work without phone calls with users
Position: Technical support manager
Category: Support
Experience: 8 years | English: pre


ITIL, SLA, CRM, management, banking systems, financial technology, analytics, troubleshooting, change management, service desk, support, linux, windows, voip.

Languages - English, Russian, Ukrainian
I am looking for a company that can give me an interesting work, and self-grow as a specialist. 
Ability to communicate in English - would be a big advantage.
Position: Technical support manager
Category: Support
Experience: 2.5 years | English: upper

• Writing a manual "from scratch".
• Automation of technical support.
• Development of communication channels with clients.
Technical support engineer - «ABM Cloud» (Warehouse management system).
• Technical support: control the correctness of data exchanges, consulting users, answering customer
requests.
• Analysis of the identified errors, the reasons for their occurrence; formation of requests to
developers.
• Creation of technical specifications for software revision.
• Testing new functionality.
• Writing instructions for the functionality of the system.
• Training of new employees and customers.

Technical support engineer - «ABM Cloud», department ABM Retail.
• Support, consulting system users.
• Correcting data in systems when users make mistakes.
• User training in the company's accounting systems, reporting.
• Testing improvements and new software, identifying errors and formulating a task for a developer.
No night shifts.
Position: Technical Support Manager
Category: Support
Experience: 11 years | English: fluent


10+ years supporting corporate customers on lead support position with focus on implementing new processes, educating new resources and improving team productivity. 5+ years experience in Customer care - leading weekly meetings with major clients to resolve any outstanding issues and ensure overall satisfaction
Position: Technical Support Manager
Category: Support
Experience: 10 years | English: upper

Creating high load 24/7 tech support team which can process up to 500 requests per day and meet SLA.
Manager experience:
- Managing 24/7 Technical Support team in multi-product companies, B2B.
- Implementing and tuning helpdesk systems (Zendesk, Jira Service Desk, FreshDesk);
- Processes implementation for support sub teams (CS, L1, L2) and other departments.
- On-boarding new employees. 
Support engineer experience:
- Integration of products on client side;
- Problems troubleshooting;
- Using different technologies:
(SQL types DBs, Mongo, Redis, Postgre, Kibana, Grafana, Git, API, network tools)

Main job directions are online gambling and cloud hosting
I expect interesting work in growing company, fair management and  overtimes absence )
Position: Technical Support Manager
Category: Support
Experience: 6 years | English: upper

Took part in chatbot trainings and development of scenarios for its work.
My client support experience consists of 3 projects in 3 different companies. I have been working for 6 years as a support manager doing different jobs.  

The first company gave me experience in communicating with clients from different foreign countries so I was able to improve my English. With time I was promoted to lead a team of 10 people which included its creation and hiring firstly. And after that, the key responsibilities were to do 1:1 meetings, give regular feedback to each team member and provide reports to the chief of the department. At the same time, I was adding new documentation and updating the existing in Confluence.  

In the next company, I performed the role of technical support manager. In general, I was working via email through Zendesk and via chat through Intercom. TargetProcess was used for task management. Work responsibilities included checking the correctness of the Google Analytics and Google Tag Manager integration, as well as checking the correctness of the data retrieved from the internal product by comparing the data from the 3-d parties APIs and the internal product data from the Google BigQuery. 

On the last project, I was working with a web product that stored data in SalesForce. I debugged product issues in the browser's Dev tools and manipulate data in SalesForce for its fixing. I also used Kibana and Greylog to check the product logs and Grafana for monitoring the product stability. At the same time, I was doing product testing after releases, assisting the QA team and raising bugs if found. On a daily basis, I communicated with the product owner from Great Britain. Tickets with the product owner's team were handled on Monday.com and in Jira. After finishing the work with the customer, I was promoted to the position of BA in a new project in the company, where I had worked for 6 months. In this role, I was writing user stories and tasks for developers. But then the project wasn't sold to a new big customer, I got cut. So now l am looking for a new project.

I am easily learning and love to read. 
I am looking for a similar job, or something similar)
Position: Technical Support Manager
Category: Support
Experience: 11 years | English: fluent

Feedback and customer satisfaction management. Increased Shopify app review rating from 4.6 to amazing 5.0
Providing customer support for Web hosting products customers
Providing customer support for Web application customers (javascript, CSS)
Managing customer support teams
12 years experience in Customer Relations and Techsupport in including leadership positions
2 years experience in Project Management
Position: Technical Support Manager
Category: Support
Experience: 10 years | English: fluent

Awards Received

Most requested technical support person 2023 

TED talk award winner 2023 

Most Outstanding CSAT score 2021 (Campaigner)

AVP 5 year anniversary facilitator award (Alternative to Violence Project)
Technical Support Engineer 
Fab 2022 ongoing Fieldbee (Efarmer), Netherlands
- managing hardware and software support process within the company;
- providing high-end support to end-user;
- updating and creating training materials and conducting product demonstrations to business;
- onboarding new team members;
IT Technical Support Specialist Tier 1-2 
May 2020 Jan 2022 J2 Campaigner, Canada
- Conduct day-to-day technical support to customers and other departments;
- QA software testing and bug-reporting:
Assisting with new team members training and onboarding. 

Customer Care Manager
January 2017 - March 2020 AR Medical, US
- Led the team to achieve short-terms and long-term goals (KPI improvement);
- Managed database update and data verification; 
- Provided training and support to new staff and patience.
Interested in 100% remote
Technical interview comes first. Will be discussing mutual opportunity for cooperation only with technical interviewer or Team Lead. I'm sure you will get a chance to check my soft skills in the process or right after :)
Position: Technical Support Manager
Category: Support
Experience: 3 years | English: intermediate


Technical Support Manager ROZETKA, Kyiv
October 2021 - March 2022

Handled day-to-day meetings with Dev team;
Picked up requirements and described tasks for further development;
Searched for and analyzed bugs;
Fixed technical issues;
Completed over 600 tickets;
Maintained technical documentation for tasks.

Head of Customer Service and Online Sales PANDORA Ukraine, Kyiv
November 2020 - October 2021

Hired, adapted and trained the employees;
Planned and controlled the completion of the KPI;
Introduced 1to1 and weekly meetings into the team's regular schedule;
Analyzed the main indicators to manage team's performance and to make improvements to the servicing model.

Customer Service Manager and Seller PANDORA Ukraine, Kyiv
October 2019 - November 2020

Processed orders by site, phone, messenger, email, etc.
Listened attentively to the caller needs to ensure a positive customer experience; 
Handled customer inquiries, complaints, billing questions.

Customer Service Manager Chysta Khata, Kyiv
April 2019 - October 2019

Resolve complaints and answer questions of clients, regarding service;
Processed orders; 
Made a schedule for cleaners;
Controlled the value of NPS.

Copywriter/Content Manager Freelance
2014 - 2019

Optimized website pages for proper SEO;
Managed/Created/Edited web content, wrote texts;
Compiled FAQ on the educational part; 
Made a content plan.
Position: Technical Support Manager, Customer Success,Account Manager,Project ManagerManager,Business Development Manager
Category: Support
Experience: 8 years | English: fluent

I'm a results-driven professional, with a total of 8 years of experience working in Customer Support and Performance Marketing in international companies. I always focus on results and develop my negotiation skills. I have the ability to multitask and flexibility in working hours. A motivated and passionate learner with organizing skills.
Responsibility is my priority in all aspects of my  life.


Courses:
Prometheus Certificate 'Основи тестування програмного забезпечення' issued by Lviv IT School

Computer school Hillel 'Manual QA'
Skills & Abilities:
- Understanding of Agile methodologies;
- Understanding of SDLC and STLC;
- Understanding of ISO certification;
-Testing Theory (test types, test cases, bug reports, check-list etc);
- Knowledge of  basic SQL requests;
- Knowledge of Windows, MS Office;
- Understanding of API Testing (Postman);
- Understanding of JSON;
- Understanding of Jmeter performance testing tool;
- Bugtracking tools (Jira,Trello);
- Experience in testing on websites while studying at Manual QA course;
- Skype,Zoom,Discord,Slack,Email Agents,Google Chat;
- Kayako CRM, Intercom chat/email/help center to communicate with the clients;
- Confluence, Notion;

Support/Sales/Business Development Experience:
- Experience with CRM ticket systems, Customers' Live chats/emails;
- Writting articles in Help center;
- Onboarding of newcomers;
- Establishing new partnerships with agencies and developers. Analyzing market, growth opportunities, business models and internal performance; 
- Support team in strategizing and helping to execute the building of businesses with new and existing partners; 
- Various tracking system working experiences(Affise,HasOffers etc.); 
- Working with international partners all over the world;
- Understanding customer product issues by clarifying the customer's complaint;
-  Interaction between Development department, QA team, and other staff;
-  Collecting customers' feedback, analyzing customers' requests and needs;
-  Preparing and editing user manuals, how-to guides, FAQ etc.
 

Languages:
Ukrainian,Russian,English,Portuguese