Position: Customer/Technical Support Manager/Lead
Category: Support
English level: fluent
Years of experience: 4


WORK EXPERIENCE

MaxITech 09.2020 - 10.2021
Middle Technical Support
 Responding, forwarding and handling tickets in ServiceNow
 Tracking SLA during shift-lead shifts
 Cooperation with other teams in case issues require involving
L3 or DevOps teams
 Tracking Grafana metrics of the servers
 Checking logs in the Kibana and DevTool
 Reporting requests to Dev teams using Azure Devops
 Reporting and handling BI/BA requests

Intellias 11.2019 - 09.2020
Middle System Engineer
 Supporting the banking system
 Reporting about incoming server and DB alerts
 Providing reports and communication between departments,
vendors and other support depts. from different COTS
 Service Desk and dashboard monitoring
 Fixing and troubleshooting system issues

Amazon Ring company 08.2018 - 12. 2019
Customer support specialist
 Provide timely account or issue executive summary status,
reporting to customers and management
 Work with customers to ensure they are leveraging the
solution and achieving success and engaging resources as
necessary
 Develop and maintain positive client relationships at all levels
 Investigation and solving clients' issues or passing it to the
higher tier in case it is out of the team's jurisdiction
 Establishing a trusted adviser relationship that works to
ensure customer's overall satisfaction with our products

National Police of Ukraine 12.2017 - 06.2018
Police officer in the Battalion of escort/convoy service
 Escort/convoy prisoners
 Knowledge of the administrative and criminal laws