Position: Technical support specialist
Category: Support
English level: upper
Years of experience: 11

Certified Scrum master, ControlUp Certified Administrator, Certified Google System Administrator
Latest: Helpdesk at Ossur

Successfully provided support to over 500 users with a 4.8 satisfaction rating.
Had been holding a record of 70 tickets resolved in a week. 
Quickly learned new software and processes to provide support for new products.
Reduced number of open incidents by through active monitoring and follow-up with customers and cross-functional teams.
Efficiently resolved technical issues by providing clear instructions to customer. 
Successfully provided remote support to users in various locations, resolving 85% of issues without escalation.
Successfully troubleshot hardware and software issues for users, reducing downtime by 25%.
Successfully configured user accounts and permissions, ensuring compliance with company security policies.
Successfully troubleshooted and resolved technical issues for clients, ensuring customer satisfaction.

With extremely high responsiveness, good English and general communication skills, high competence, and eagerness to resolve a variety of technical issues, got recognition from the customer as well as a lot of positive feedback from happy end users all over the world.

Remote support to customer's users, handling incidents and service requests within the SLA. Areas of support include:
- Active Directory, Windows servers and workstations (User accounts and groups management; User access troubleshooting; User and computer policies troubleshooting; identifying GPO related issues; printing)
- Network (Connectivity and routing client-side troubleshooting; VPN client-side support and troubleshooting)
- Office 365, Azure AD (hybrid deployment) (End user access management and troubleshooting; Licensing; Client applications support and troubleshooting; Management, migration and support of user mailboxes, shared mailboxes; Mailbox rules and retention policies; Mail Flow)
- Citrix (Client- and server-side troubleshooting and corrective actions; Citrix Workspace installation and troubleshooting);
- CAD software (Solidworks and other): End user access management and troubleshooting; PDM client-side issues troubleshooting)
- Microsoft Dynamics NAV (End user Access management and troubleshooting; Label configuration and troubleshooting; Server infrastructure integration troubleshooting: DFS, ZUP files, etc.)
- Mobile devices (User accounts troubleshooting: mail, Skype for Business, calendar; Apps troubleshooting and installation support; Connectivity troubleshooting);
- Various task specific applications