Position: Team Lead
Category: Support
English level: fluent
Years of experience: 3

Professional skills
PC advanced user (windows), dealing with Internet, Microsoft office, basic Linux (bash), 1с, basic SQL, troubleshooting of hardware and software issues. Logging, prioritization and monitoring support cases via JIRA, TFS, Kayako, Salesforce applications. Certified in ITIL 2011 Foundation.

Languages
Russian - native
Ukrainian - fluent
English - fluent (First Cambridge English exam is passed). 
Swedish - intermediate 

Specialities
Communication specialist, support system implementation, training specialist, event organization, success orientation, proactive, efficient.
Senior  2nd Line Support Analyst 
March 2019 – present
“Exari Norway” AS (Coupa Company)

- Responsible for the managing, monitoring and improving quality of the support process for the Contiki software suite
- Working as the key communicator on behalf of the Support Team with cross-functional teams within the company including Product Management, Development, Sales etc.

2nd Line Support Analyst
February 2016 – March 2019
“Exari Norway” AS

- Providing 2nd line support for Contiki and Exari software suite
- Acting as the primary interface towards the customers for both technical and customer support
- Working with the customers for both troubleshooting issues and keeping customer updated of the progress
 - Maintained 100% satisfaction goals, which aided in building long-term relationships

 

Senior specialist in the Documentary Operations Division 
October 2015 – February 2016 
OJSK «First Ukrainian International Bank»

- Dealing with bank guarantees, export-import operations and contracts
- Completed transactions reflection in the bank system
- Negotiations with correspondent banks and foreign companies
- Working with foreign correspondence
- Daily reporting



Leading specialist in the Corporate Clients Department
September 2012 – October 2015
JSK «IC «АХА Insurance»

- Agreeing individual terms and conditions for V.I.P. clients.
- Participation in government tenders

Specialist in the Corporate Clients Department
September 2011 - September 2012
JSK «IC «АХА Insurance»

- Corporate customers support
- Insurance contracts preparation, clients’ base administration, consulting clients regarding insurance products, dealing with large amounts of information
- Daily and monthly reporting
I would like to improve my skills, gain knowledge and get challenged.