Position: Customer/Technical Support Engineer
Category: Support
English level: upper
Years of experience: 5

-Experience as a Team Lead of technical support team. 
-Helped reduce First Response Time by 25% within the first quarter of employment.
-Support experience over 5 years. 

Basic knowledge of Linux
Experience in SQL Microsoft Studio
Understanding of client-server architecture (HTTP)
Work experience with task management system - Asana, Jira, Trello Experience with ticketing system - Zendesk, SalesForce.
Basic knowledge of version control system - GitHub
Entry level of using Ansible, Terraform, Docker

Keen on crypto:
o Have good knowledge of blockchain, DeFi, DEX, NFT and everything connected with crypto. 
o Have practical experience with Tokensales, ICO, IDO, Launchpads.
Technical Support Engineer
AMTOSS, Kharkiv
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Provided primary customer support to customers.
• Evaluated customer issues to determine areas in need of improvement and
implement corrections.
• Maintained customer satisfaction with forward-thinking strategies focused on
addressing customer needs and resolving concerns.
• Maintained and managed customer files and databases.


Operation Department/QA of Support Team
Protectimus, Kharkiv
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Resolved and provided guidance to engineers on technical issues 
• Developed and implemented performance improvement strategies and plans to
promote continuous improvement.
• Carried out day-to-day duties accurately and efficiently.
• Conducted research and gathered information and presented results.
• Worked flexible hours across night, weekend and holiday shifts.

Team Leader of Support Team
Protectimus, Kharkiv
• Exceeded goals through effective task prioritization and great work ethic.
• Worked with customers to understand needs and provide excellent service.
• Participated in team-building activities to enhance working relationships.
• Used critical thinking to break down problems, evaluate solutions and make
decisions.
• Created plans and communicated deadlines to complete projects on time.
• Devoted special emphasis to punctuality and worked to maintain outstanding
attendance record.
• Carried out day-to-day duties accurately and efficiently.

Support Engineer
Protectimus, Kharkiv
• Worked on service quality improvement.
• Effectively communicated with the external providers and partners.
• Assisted in implementation of internal procedures and company's requirements
related to operating
activities
• Worked on service improvement
I'm fast learner. Ready to learn new tools and gain new skills which is needed for work. I'm not afraid of new knowledge.