Position: Support Lead, Head of Support, Support Engineer
Category: Support
English level: fluent
Years of experience: 3

ITIL 4 Foundation, PeopleCert;
Certified Agile Service Manager (CASM®), DevOps Institute;
How to create a Jira SCRUM project, Coursera Project Network;
Introduction to Agile Development and Scrum, IBM;
Leading Teams: Developing as a Leader, University of Illinois at Urbana-Champaign;
ITIL® 4 Specialist: Create, Deliver and Support, Good e-Learning;
“Grammar and Punctuation,” Coursera;
N-iX
Technical Support Engineer
(Sep 2021 -Dec 2022)

Providing support related to technical and software issues (September 12, 2021 -October 10, 2022 -> Solved Tickets: 3599; FTR: 6.7 hrs; SR: 96,7%);
Processing new orders on Docebo;
Setting up users via API;
Setting up users in a bundle using CSV;
Creating and updating progress, completion rate, license assignment, exam results, and course survey reports;
Creating course extensions;
Ordering and releasing exam vouchers;
Creating and managing internal product documentation and training materials;
Setting up branded platform;
Setting up all notifications on the platform;
Creating and updating weekly support performance statistics presentations;
Responding to reviews on Trustpilot;
Verifying, testing, and reporting course bugs;

SupportYourApp
Team Lead
(Apr 2020 – Sep 2021)

Creating and managing internal product documentation and training materials;
Conducting training for new consultants according to the set Training Program and monitoring their progress on a daily basis;
Evaluating consultants’ results;
Conducting monthly team meetings on projects update, workshops, and tickets review;
Arranging team training;
Team schedules, ensuring full product coverage;
Monitoring team discipline and professional growth;

Support Consultant
(Oct 2019 – Sep 2021)

Providing support related to technical and software issues;
Discovering and reporting software bugs and critical issues;
Working with many ticketing systems (QCRM, Jira, Confluence, Zendesk, HubSpot, WixAnswers, Intercom);
Ensuring timely restoration of service for NTT clients by managing requests (Incidents, Service Requests, and Events) through to the successful completion; 
Providing remote support via mail, phone, or remote access and ensuring the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. Providing continuous feedback to clients and other parties and updating all systems and/or portals as prescribed by NTT procedures.
Managing software and informational services for B2B and B2C companies;