Position: Project Manager
Category: Project Manager
English level: fluent
Years of experience: 2


Project Coordinator 
August 2021– April 2023

- Managed QA team which, consisted of 4 people
- Tracked team performance and project progress
- Helped to calculate and forecast project revenue and Account Profit Margin (APM)
- Regularly passed Project Health checks and Self checks
- Collected, and reported project quality and performance metrics
- Identified project risks and created Risk Register and determined Risk Response strategies for each risk
- Monitored and analyzed CSAT trends and planned corrective actions
- Took care of Project human resource management
- Conducted staffing process
- Conducted Project Closure

Dedicated Service Desk Analyst in Atlassian Projects
March 2020 – August 2021

- Worked as a Support Agent in Atlassian University
- Worked as a Support Agent in Atlassian IT Ops
- Provided Atlassian support knowledge transfer for another teams
- Helped to manage Microsoft Teams integration transfer to Atlassian team
- Provided Microsoft Teams integration knowledge transfer for Atlassian team

Service Desk Analyst 
March 2019 – August 2021
- Provided incidents and user request investigation and escalation
- Worked to achieve high customer satisfaction rates by providing optimal customer service within the SLAs
- Analyzed and reported performance levels to company higher-ups.
- Mentored 3 newcomers: shared knowledge on our projects, provided constructive feedback,
- Created the 24/7 schedule for the 8+ team
- Gathered performance metrics and prepared reports based on them.
- Participated in project closure and shared the knowledge to another team.

Sales Agent at Zoom Support
November 2017 - January 2018

- Identified and maximized sales opportunities and increased customer retention rates.
- Continuously looked for possibilities to upsell and cross-sell to existing customers