Position: System Administrator, Network engineer, Technical Support Engineer, Helpdesk Engineer
Category: Sysadmin
English level: fluent
Years of experience: 4

Ccna
Powershell Scripting
Technical Support Engineer infobit.io Kyiv, February 2021 - Present
• Provided first level technical support for all systems maintained by Professional Services, logging and resolving requests with minimal errors and within specified service level response times. 
• Provide Level 1 and 2 technical support, resolving 50% of incidents within 60 minutes, improving customer satisfaction and reducing backlog of support tickets. 
• In the position of a Technical Support Engineer, assisted over 400 customers via email, phone, and live chat. 
• Oversaw the overhaul of company CRM software, increasing efficiency and accuracy by 15%.
• Improved the customer service quality by 27% by working with System, Network and DevOps team to resolve complex issues on a case-by-case basis. 
• Implemented and maintained software updates, provided technical and system health check, and upgrades to customers. 

System Engineer SK Enterprises 
October 2016 - November 2018 , Faridabad 
• Reduced system downtime by 25% and improved response time to client requests by 23% by implementing system solutions that met security compliance needs and performance standards, configuring, administering and supporting cloud, Linux and Windows servers.
• Optimized server resource utilization rate by 28% by installing and configuring system and related components to ensure computer system and network operations. • Deployed quarterly system patches and upgrades to 30% of the enterprise systems in two weeks and within budget, ensuring software security compliance with industry standards.