Position: Customer/Technical support
Category: Support
English level: pre
Years of experience: 2


I have several years of experience working in support at an ISP. My main responsibilities were communicating with clients, consulting them on the company's services, and resolving their issues. I also collected, analyzed, and documented data and passed it on to technicians. Additionally, I worked as an ethernet/FOCL technician for 3 years. Currently, I work as a senior manager of technicians, responsible for analyzing, planning, distributing, and monitoring the work of technicians. I also document all work and materials used, monitor zabbix, and diagnose issues using L2/L3 switches. I also handle conflict resolution with users or third parties. As a hobby, I am interested in ethical hacking and programming. In my free time, I help a friend with a Java game server development.

Experience:

Senior Manager of Technicians
Local IPS
2018 - Present

Responsibilities:

    Analyze, plan, distribute, and monitor the work of technicians
    Document all work and materials used
    Monitor zabbix and diagnose issues using L2/L3 switches
    Handle conflict resolution with users or third parties

Support Specialist
2015 - 2018

Responsibilities:

    Communicated with clients
    Consulted clients on the company's services
    Resolved client issues
    Collected, analyzed, and documented data for technicians

Ethernet/FOCL Technician
2012 - 2015

Responsibilities:

    Install, maintain, and repair ethernet/FOCL network
    Configuring customer equipment
    Ensured the proper functioning of ethernet/FOCL network

Skills:

    Excellent communication skills
    Strong analytical and problem-solving skills
    Knowledge of L2/L3 switches and zabbix
    Conflict resolution skills
    Familiarity with Java


Languages:
Fluent in Ukrainian and Russian, intermediate level of English.