Position: Quality Control Specialist, Team Lead
Category: Support
English level: fluent
Years of experience: 3


Service Desk Team Lead
Luxoft · Полный рабочий день
май 2021 г. - март 2022 г. · 11 мес.
Project was closed by the client for those who decided to stay in Ukraine with their families during the war.
Building Service Desk L1 team (12 FTE) from scratch: interviewing team members, providing vendors with the feedback, on-boarding and training them
Creating and maintaining knowledgebase
Reviewing existing documentation and setting-up internal escalation procedures, creating team`s SOP
Amending existing workflows on the CRM
Setting up KPIs and SLA for the team
Conducting monthly Quality Assurance with feedback sessions 
Being a mediator between stakeholders and the support agents making sure that all of the requirements are met on both sides and that all of the deliverables are provided in timely manner

SupportYourApp
Полный рабочий день · 2 г.
Team Lead
февр. 2021 г. - апр. 2021 г.

T2 Support Consultant
дек. 2019 г. - февр. 2021 г. · 1 г. 3 мес.дек. 
Kyiv
Assessing incidents (problems) and provide solutions for issues that cannot be handled by Tier 1;
Providing in-depth troubleshooting, technical analysis, and support from the back-end;
Escalation of the issues to Engineering Team;
Knowledge base update;
Training and supporting Tier 1 agents;
Request for change escalation to Product Team.Assessing incidents (problems) and provide solutions for issues that cannot be handled by Tier 1; Providing in-depth troubleshooting, technical analysis, and support from the back-end; Escalation of the issues to Engineering Team; Knowledge base update; Training and supporting Tier 1 agents; Request for change escalation to Product Team

T1 Support ConsultantT1 Support Consultant
май 2019 г. - нояб. 2019 г. · 7 мес.
Kyiv
Providing basic support & troubleshooting
Gathering user’s information & analyze the issue
Ticket creation & allocation to relevant teams
Escalation to Tier-2 Support