Position: Tech Support Engineer
Category: Support
English level: fluent
Years of experience: 5

Additional courses/education 
— Responsive Website Basics: Code with HTML, CSS, and JavaScript (2 months) 
— Responsive Web Design (2 months) 
— Introduction to Meteor.js Development (2 months) 
— High Performance Collaboration: Leadership, Teamwork, and Negotiation (2 months) 
— Learn API Technical Writing: JSON and XML for Writers (1 month) 
— Learn API Technical Writing 2: REST for Writers (1 month) 
— Learn Swagger and the Open API Specification (1 month) 
— JavaScript: Understanding the Weird Parts (2 months) 
— Start and Run a Successful IT Support Company (1 month) 
— Angular 6 (formerly Angular 2) - The Complete Guide (1 months) 
— JavaScript: Understanding the Weird Parts (2) 
— Microsoft Power BI - A complete Introduction (2) 
— AZ- 900 : Azure fundamentals (2) 
— AZ - 103 (1 month) 
— AZ – 104 (1 month)
Project 1 
Help develop and implement web-based support initiatives including knowledge 
bases, technical and modeling techniques, and documentation.
Providing phone and e-support for Ciklum's range of collaboration products to End Users, Subsidiary Operations, and Partners community. ensuring a high degree of 
customer satisfaction.
Using several formal Escalation processes (depending on the project) and troubleshooting methodologies to ensure effective and efficient handling of customer issues.
Assisting customers with routine web service questions,3rd party plugins, and issues with the help of a broad understanding of our product.
Investigation and restoration of hardware and operating system failures on servers and associated devices.
Bug and user problems investigation.
Ensuring that compliance concerns within the organization are being appropriately evaluated, investigated, and resolved.
Documenting the whole troubleshooting process in the bug-tracking system and 
creating a reliable Knowledge Base.
Server monitoring via sensor systems.
Database synchronization operations, testing new environments.
Assisting the Project Manager with day-to-day tasks including coordination and 
implementation of activities as well as documentation.
Assisting in compiling information, documentation, and report writing.
Managing a team of 5 subordinates, keeping all the documentation in order, solving standard workflow questions, making a duty schedule, and simplifying the 
management process for the Project Manager.
Acting as a liaison between Customer and Engineering, Product Marketing, and Sales departments, providing status updates and action plans as necessary.
Keeping the turnover and achieving targets in conditions of support team optimization
Using Zendesk, Jira, Helpdesk, Redmine, and Slack to keep in touch with customers and 
colleagues.
Solid XML, JSON, HTTP knowledge, SQL
Project 2 
Python, creating spiders for website crawling.
Project 3  
Working with tickets, incidents
Working tightly with Dev and QA teams during major incidents to ensure the issue is 
fixed as soon as possible.
Azure, SQL for investigation of tickets and bugs.
Regression testing for new versions of the application before the release
Creating test cases
Creating scripts to modify application logic on the customer's demand, using CoffeeScript
Project 4
Responsibilities overall are the same as Project 1: 1) - 15)
Solving customer tickets.