Position: Technical Support Engineer
Category: Support
English level: fluent
Years of experience: 5

Certificates:
AZ-900

Created a knowledge base from zero for customers and team.
Help to automate several processes in our CRM system.
Implemented several solutions in order to find additional bugs on the platform.
September 2017 - February 2019
Technical support engineer at Ciklum

Resolving issue on client's request
Monitoring customer events and troubleshooting issues with them.
Creating a knowledge base for customers and our team.
Working with IP/TCP configurations.



February 2019 - October 2019
Customer success manager

Providing consultation for users about the product.
Resolving issues on customer's requests.
Manual testing platform in order to find bugs and issues on it.
Close collaboration with QA and data science teams.
Working with CMS, Testreil, and Jira.
Analyzing product on prod in order to find issues in the early stages.
Integration customers platform to our system.

October 2019 - February 2021
System Engineer

Working with customers requests;
Monitoring system functionality and health status;
Working with tickets according to the SLA;
Testing new functionality on the system and web platform;
Troubleshooting issues on Azure and solving them;
Appropriate escalation of the issues to the different departments;
Making additional configurations of the system in Azure;

SOC agent:
Resolving tickets that are related to security issues;
Working with firewall configurations;
Primal investigation on issues, that are related to SOC activities;

February 2021 – February 2022
Site reliability operation analyst/Incident & Escalation Manager

Troubleshooting issues on the platform; 
Creating a knowledge base for employees and users;
IMOC (Incident manager on call)
Creating runbooks and alert description
Managing alerts;

February 2022 - Current date
Technical support Engineer (L3):

Resolving issues on customer's requests;
Working with Mongo DB (Studio 3T);
Helping QA to find bugs on the platform and the root cause for them;
Working closely with Devs in order to find the root cause for the P1 incidents;
Providing training for employees on how to work with the platform or solve issues.
Willing to work in a small company or startup.