lang-uk/recruitment-dataset-candidate-profiles-english huggingface dataset:
Position: customer support engeneer
Category: Support
Experience: 8 years | English: upper


2010-2013 Entered the full-time postgraduate course at the Kharkiv National University of Radio Electronics. While studying full-time postgraduate studies, he successfully combined with parallel work as a laboratory engineer.
2013-2015 He was appointed by order to the position of a teacher at the Faculty of Computer Science of KNURE, where he taught the subjects of SEO and computer security.
2015-2018 Transferred to another job at the University named after Yaroslav the Wise, Department of “Information and Analytical Support for Staff Training”. The main task was to communicate with teachers, remotely solve problems and provide assistance, an analogue of a customer support engineer, as well as the development and implementation of new software systems and the provision of training for teaching staff and conducting independent testing for teachers.

2018-2022 As a result of successful work, an analogue of customer support engineer was transferred to the head of the laboratory for "information and analytical support for personnel training".

2018-2019 Worked remotely as a php programmer on Upwork where he learned the programming languages HTML, CSS, PHP, MySql, Jquery, Wordpress. In the future, these skills help me a lot when communicating with clients in the It direction and developing applications and websites.


2019-2022 Got a job as a sales manager. The main task is to work on Upwork. Search for new projects and correspondence with the client on current projects, work with potential new clients, development time estimat, choice of the language in which the project will be implemented with the client. It was necessary to convince the client that Wordpress is better than Drupal for small sites and determine the optimal programming language in which the project will be implemented. customer satisfaction on all issues, quick response to any customer questions regarding the project. Also, in the course of work, I mastered the basic skills of working with phtoshop in order to make small changes in the design of the project and clearly show the client the expected result of the design.
Position: Customer support engineer
Category: Support
Experience: 11 years | English: intermediate


11.2018 – 12.2019 - Middle System Engineer (Perfectial). Installation and configuration user workplace, solving typical user incidents, support services (installation/maintenance) for Corporate hardware/software and related technologies: Servers, Desktops, and Laptops; Network devices; Printers, maintain Active Directory and Group Policies for computers & user accounts, apply operating system updates, patches, and configuration changes,a analyze system logs and identifying potential issues for corporate resources, A/V and conference room setup/maintenance and other duties and special projects as assigned.
09.2015 – 10.2018 – Users support specialist in IT Department  (concern “Galnaftogaz”). 
Responsibilities: Providing advice to employees witch soft and hardware, solving incidents and service requests (2-d line of support), providing non-stop work of personal workstations of users and peripherals equipment, installation of  operating systems and their configuration, installation of system application software and configuration, connection of workstation and peripheral equipment information network of the enterprise ensuring the maintenance of hardware company, primary repair of equipment, support of current inventory of main assets related to information technology, etc. Support  of  Windows OS, Active Directory, Group Policy, DNS; Knowledge of network protocols such as  DNS, DHCP, TCP/IP, HTTP. Experience in support and management of Local Area Networks (LAN), Virtual Private Networks (VPN).
10.2007 - 03.2014 – engineer of 2nd category in Lviv Branch of “Golden Telecom” (Since 11.2009-05.2012 JSC
Started working in Lviv Branch of "Golden Telecom" (since 11.2009-05.2012 p. JSC "Ukrainian Radio Systems" (TM "Beeline")).
Responsibilities: monitoring and organization of contractors, work about restoration customer service Internet, development of technical problems, solving emergency situations related which  service work (Trouble Tickets in system Helpdesk, Service Desk and TTWOS WO) witch clients accompaniment of contracts witch contractors companies about connection and operation of the emergency-renewable, carried connected out preventative measures to support the work of equipment connected with network access development and network reconfiguration, recording of equipment and network technology, access equipment management, solving conflict situation related to quality and speed of internet services according to customers contract and others.
Position: Customer Support Engineer
Category: Support
Experience: 0 years | English: fluent

Associate  Professor at the Department of Foreign Languages
 PhD (Doctor of Philosophy) in Pedagogy
1990-1995 - studying at the Faculty of Foreign Languages   at Sumy State Pedagogical University named after A. S. Makarenko, specialty «English and German languages», qualification «English and German Teacher»

1995-1997 - teacher of English in Belgorod-Dnistrovskii Agricultural College

2001-2015 – teacher of English at the Department of Foreign Languages   of Sumy National Agrarian University

2011-2015 - Postgraduate study at Sumy State Pedagogical University named after A.S. Makarenko, specialty 13.00.01 - «General pedagogy and history of pedagogy»

2015 - defended thesis for PhD (Doctor of Philosophy) in Pedagogy, specialty 13.00.01 - General Pedagogy and History of Pedagogy “Organizational and pedagogical principles of development of non-formal adult education in the USA (last quarter of XX - beginning of XXI century)”

From 2016 - Associate  Professor at the Department of Foreign Languages. In 2018 she was awarded the title of an Associate professor.

Basic disciplines: "Foreign language for professional purposes", "Profound foreign language.
Position: Customer Support Engineer
Category: Support
Experience: 3 years | English: fluent

Additional skills:

-	Microsoft Outlook;
-       Elastic (Kibana);
-       Atlassian (Jira, Confluence);
-       Amazon Workspaces;
-       Basic SQL knowledge;
-       XML;
-	ServiceNow fluent user;
-       Knowledge of MS Word and Google Docs;
-	Zendesk;
-	Roundcube;
-	Bitrix24;
-       Bamboo;
-       X-Lite.

Personal qualities:

-	Stress-resistance and patience;
-       Self-motivation; 
-	Willingness to learn;
-	Attentiveness (plan and goal KPI results)
-	Multitasking;
-	Team worker.
- August 2019 till now. Support Engineer in the US Telecom Expense Management company. 

Responsibilities: 
- troubleshoot technical queries and issues within agreed SLAs (ServiceNow platform oriented + work with Jira tickets);
- cooperate with the Product team (logs analysis, hotfix testing, and its implementation)
- set configurations, create and analyze workflows (ServiceNow platform)
- communicate with customers` technical teams 
- create KB articles 

- 2017-2019. Customer Support Agent in a company, oriented on the American market, that offers educational services. 

Responsibilities: 
- assist customers in Zendesk ticketing system, chat, via phone and email;
- help to solve various issues including tech and billing ones;
- receive, process, and track orders.
Primarily I consider shift work on the position of a support engineer with a technical growth prospect.
Position: Customer Support Engineer
Category: Support
Experience: 2 years | English: fluent

Throughout my work experience, I managed to reach the highest KPI's among the support department multiple times.
Customer Service Manager at DMarket, Kiyv ( 2019-12 - 2021-03 );

At "DMarket" I was responsible for the 1st line support in the main project of the
company. Handling users' complaints, website navigation, bug reporting, social
media, and billing management were my main responsibilities. Communication
with users is being performed via chat, email, and social media mainly in English.
The primary feature of that position was building my own workflow while dealing
with my main tasks, thus it helped me to acquire some management skills. Some
periods were quite challenging though. Nevertheless, such cases granted me a huge impact in terms of stress enduring, multitasking, and general performance as a support manager.


Customer Support Manager at Genesis, Kiyv ( 2019-06 - 2019-11 );

While working at "TrusTech", I was in charge of providing support to the users of
several websites. Communication took place via phone calls, live chat, and email.
All the communication proceeded entirely in English. My functional responsibilities
included: navigating users, clarifying the functionality of websites, answering
questions, resolving user complaints, as well as forwarding more complex tasks to
the second line of support. Occasionally I was responsible for solving certain tasks
that were related to the billing. Working at the company had such a massive
positive effect on my soft skills, which made my role as a team player more tangible.
Position: Customer Support Engineer
Category: Support
Experience: 1 years | English: upper

Certificate of successful completion of "Intensive English Language" study programme in M.L.S International College, Bournemouth, UK. (July 2019 - Aug 2019)

Certificate of NDG Linux Unhatched course completion in the Cisco Networking Academy. (Feb 2021 - Mar 2021)

General English B2 certificate (in accordance with CEFR) issued by "Interbridge" training center (June 2021)
Customer Support Engineer in UKSATSE, Boryspil International
Airport, Ukraine. 
Sept 2021 - Dec 2022
Troubleshooting of Windows and Linux based computers by customers' requests, communication with foreign customer support (in English) by email and Social Media, filling out technical documentation; 
Team Lead assisting, taking part in meetings with team leaders and
auditing activity.
Position: Customer Support Engineer
Category: Sysadmin
Experience: 11 years | English: upper


Customer Support Engineer L2/L3 2019 – present
Processing and resolving production incidents and user requests (Incidents/Service Requests).
Root cause analysis using UI behavior as well as server logs.
Defect tracking.
Issues reproducing.
Communication with development teams and clients regarding  issues resolution.
Cloud Jira configuration and administration.
Set up monitoring.
Reporting creation.
Have essential knowledge of web development. HTML, CSS, JavaScript, React, Angular.

DevOps Engineer 2017 – 2019
Responsible for project’s infrastructure based on AWS Cloud.
Supported production and development environments.

Associate Manager 2015 – 2017
Managed buildout of new spaces (IT part) and customer LAB's/Datacenters.

Service Desk Team Lead 2014 – 2015
IT Support Team Lead.
Supervised the work of 10+ team members.

Infrastructure Support Engineer 2008 – 2014
Managing project's Linux, Windows and Virtual infrastructure.
Acted as second-level technical support.
Provided application, system and network support by receiving, troubleshooting and resolving issues in a timely manner;

JSB “UNEX Bank”, Kyiv 1998 – 2002
Engineer 1999 – 2001
Looking for a Customer Support Engineer position.
Position: Customer Support Engineer
Category: Support
Experience: 4 years | English: fluent

Customer Support Team Lead:
Attained performance across customer satisfaction by 133% to date.

Proactively implemented business process improvements saving 60h per month across the hosting support team.



Customer Support Specialist:

Consistent top 1% performer across all KPIs.

Achieved the highest customer satisfaction rate across the hosting support team of 300 (237% attainment) and was awarded "Client's Choice of the Year" for the year 2020.
Promoted to Team Lead
Customer Support Team Lead
1 year 5 months

Leading a Global Technical Customer Support team (over 30 agents) supporting managed cloud hosting products.

Coaching and caring about the team, as well as managing technical escalations.



Customer Support Specialist
2 years 7 months

Supported a global customer market on managed cloud hosting products. 

Assisted with more than 70 types of hosting-related issues that involved: 
- managing PHP/HTML code; 
- hosting platform configuration;
- configuring DNS, email, cPanel, WHM settings;
- SSH management;
- SMTP/POP/FTP access;
I'm looking for challenging projects where I can apply both my technical knowledge and my communication skills.

I would love to contribute to the company with a technologically interesting product in the Customer Support or the Customer Success field.

I would prefer a normal office schedule.

I will not consider night shifts or sales positions.
Position: Customer Support Engineer
Category: Support
Experience: 1 years | English: upper


I am currently working as Customer Support at Ciklum. On the project eToro, which is related on multi-asset social trading and brokerage, which focuses on providing financial and copy trading services such as forex and cryptocurrency.
Position: Customer Support Engineer
Category: Support
Experience: 2 years | English: fluent


I have been working in Ciklum as a support engineer for a year. My duties were to do my best to solve the customers’ issues, to help in using and understanding our platform and to provide the best customer service. 

Then I was in the position of technical support in the project connected with domain names. 

I am a quick learner, have good communication and troubleshooting skills and now I want to develop myself in this sphere.
Position: Customer Support Engineer
Category: Support
Experience: 9 years | English: intermediate


More than 9 years of experience in the IT industry working as a support engineer at a product company.
Experience in determining business needs and requirements, and implementing new features.
Conducting requirements management process on the project of implementation (analysis, prioritization, documentation, validation).
Collaboration with BA and development teams to negotiate customer requirements.
- Solving user problems and incidents (support for primary and custom functionality);
- Providing advice on technical issues;
- Creating and executing SQL queries running on MS SQL servers;
- Conducting meetings with clients to determine requirements, performing requirements analysis;
- Implementation of Desktop/Mobile software (software installation, setup, update);
- Tracking with systems: Confluence, Azure DevOps, OTRS, Redmine, YouTrack;
Position: Customer Support Engineer
Category: Support
Experience: 11 years | English: intermediate


Programming Languages/Technologies
-	Documentation/Architecture Reports/Proposals 
-	XML (basic)
-	Python (basic)
-	HTML (basic) 
-	SQL (middle)
-	FoxPro (middle)
-	MySQL (basic)
RDBMS 
-	MS SQL Server
Operating Systems
-	Microsoft Windows 
	Application/Web Servers
-	IIS 
-	MS Office
-	KOMPAS
-	AutoCAD
-	Adobe Photoshop
Development Tools 
-	Microsoft Visio (basic, mostly transferred from\to Компас 3D)
Hardware
-	Network technologies (basic)
-	Different technological device

English 
Speaking Level - Intermediate

BS Intermediate Customer Support Engineer
-	Knowledge sharing, coaching
-	Requirements analysis and clarification, offer new solutions
-	Estimation, prioritization, and distribution of tasks
-	Code development \ editing
-	Testing
-	Deployment scripts
-	Product support and documentation maintenance (Web, DWH, PDA, instructions for users)
-	Holding meetings with clients
-	Monitoring team work (performing tasks of other employees)
-	Trainings for clients
-	Implementation of new projects
-       Setting up the exchange process in DBF\XML files
Position: Customer Support Engineer
Category: Support
Experience: 2.5 years | English: intermediate

I’m highly motivated and self-organized person with good analytical and communication skills.
As a Customer Support Engineer, I worked with customers and end users.
I know how to work with different types of apps (web, mobile, desktop, database)
and technologies SQL/T-SQL, HTML/CSS.
I have experience in working with requirements, testing, deploying in collaboration with 
customer/Dev team.
I’m interested in customer supporting and looking for an appropriate position.
SoftServe, Manual Quality Control Engineer
January 2022 – current
Responsibilities:
	Requirements analysis
	Designing testing documentations (check list, test cases, bug report)
	Executing testing using different testing types
	Functional, regression testing
	Reporting and tracking bugs 
	Collaboration with Dev team

SoftServe Business Systems, Middle Customer Support Engineer
September 2019 – January 2022
Responsibilities:
	Supporting requests from users
	Implementation of system
	Backup and update of tables, formation of samples, modification of data in DB
	Configuring new and existing functionality
	Update and deploy customized functionality
	Root case analysis of data transfer logs and import/export files (XML)
	Functional, regression and user acceptance testing
	Reporting defects/improvements and tracking
	Analysis of customer request statistics
	Communication with customer about project status, issues and clarification of the requirements
	Estimation and prioritization of tasks
	Collaboration with different teams within the company
	Knowledge sharing
	Documentation maintenance
Ready to consider various projects with exceptions Blockchain/Crypto.
Position: Customer Support Engineer
Category: Support
Experience: 1 years | English: upper

Timely resolution of customer requests according to SLA, improvement of skills in working with databases.
Supporting users of software products (web application, mobile application) on 7 projects of European FMCG clients in the Image Recognition project team. Resolving user incidents (system failures, data synchronization/import/export problems). Installation and configuration of the system in the client environment. Consultation of clients on the installation and operation of the system. Preparation of documentation on the use of products according to the client's scenarios. Escalation of requests to responsible parties. Monitoring the status and progress in resolving all open incidents. Working with databases in MS SQL (data analysis, updating master data). Took a part in user acceptance testing. I would like to develop yourself in QA profession.
Night shifts are not preferred.
Position: Customer Support Engineer
Category: Support
Experience: 2 years | English: upper

— Education
* The National University of Life and Environmental Sciences of Ukraine
Land management (specialization — GeoInformation systems)
Bachelor’s Degree — Completed
* Military Institute of Taras Shevchenko National University
Military Cartography
Post graduation degree — Completed
* Taras Shevchenko National University
History and archeology (American and European studies with in-depth English study)
Bachelor’s Degree — In progress

   — Languages:
Russian — Native
Ukrainian — Native
English — Upper Intermediate / Advanced
Japanese — Elementary / Pre intermediate (A1/A2; N5)
German — Technical reading.
—UA Wikipedia volunteer
—Cantina worker: ~1 year
—Photogrammetry Engineer
—Post office manager / financial company operator: 2+ years
— Geodesic Engineer
I am interested in working on scientific researches including the IT projects sphere. I am curios in learning at Big Data segment and I am motivated to develop myself in managing database structures.
I have been working in customers support services more than 2 years. In that case, my experience includes face to face support at post office and I also have been assistance customers financial and tax issues and operations. I can manage cash register and I have some experience in 1C stuff management.
In university I have studied GIS and CAD technologies. I have finished 2 years course about Data Base Normalization, basic course of PostgeSQL, C++ and java, Big Database specification course etc. when I was getting my first high degree. I have worked with Big Data in a varied Land databases in university. Also, I have finished source knowledge course, when I was studding as historic.
My main hobbies are learning about Japanese culture and language, watching films and anime, playing basketball, investigating ancient and medieval primary and secondary sources. I am really fond of writing scientific essays and articles. So in this case, writing creativity is one of my best sides.
Since I am student, that has got day classes (from 1 p.m. till 9 p.m.), I would like to work at night or morning time.
Position: Customer Support Engineer
Category: Support
Experience: 3 years | English: upper


Work Experience:

January  2020 – January 2021
Junior Support Engineer
Duties:
Technical Support
Remote Software and Hardware troubleshooting (macOS, iOS)
Prioritize and manage several open issues at one time
Diagnose and troubleshoot technical issues, including account setup and network configuration
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Refer to internal database or external resources to provide accurate tech solutions
Handling problematic customers

April  2019 – January  2020
   Remote Support Engineer

Duties:
Technical Support
Software Setup and Configuring
Remote Software and Hardware troubleshooting (macOS, iOS)
Handling problematic customers

Hard Skills
Excellent problem-solving and communication skills
Flexibility
Work under a high degree of pressure
Ability to diagnose and troubleshoot technical issues

Soft Skills
Patience, friendliness, and clear, non-technical communication
Time management
 Organizational skills
Positive attitude even under pressure

I'd like to take part in a project, which allows me to use all of my strengths and talents. I'm interested in attending workshops, trainings that I believe will help me be a transformative leader in in this organisation. I feel that I have really improved in my position and I'm ready to take on more responsibilities, new tasks and challenges with extra effort and I want to learn all I can to add to your team. Loyalty and exceeding expectations are two of my greatest attributes. I believe I can make a big impact if I am given a new role.
No gambling offers, please. Prefer not to work night shifts, but it can be negotiable.