Position: Support Engineer
Category: Support
English level: fluent
Years of experience: 4


Namecheap inc. 03.2017 - 02.2019, Dnipro, Ukraine - Customer Support Representative in SSL Team:
• Provided assistance to customers in inbound chats and tickets via Kayako support system in English.
• Assisted with various issues related to SSL certificates implementation and installation on shared hosting/private web servers of Windows-based, Linux-based type, cPanel and WHM CS, etc.
• Provided detailed instructions along with step-by-step guidance to the users in chat and tickets on DNS settings configuration, hosting queries and SSL certificates issues.
• Was facilitating the initial stages of work process for newbies who were only starting their independent shifts. Also, assisting team CS with hard cases during SME’s absence.


Greensill, 03.04.2019 – 25.12.20, Dnipro, Ukraine – L1 Application Support team representative.
• Providing first-line support for multiple projects within the company. Distributing requests/incidents to be assigned to proper resolver-groups.
• Prioritizing occurred incidents based on their urgency and possible impact. Escalating some of the critical incidents via phone.
• Assisting with customer’s requests via JIRA tickets using multiple communication channels like: JIRA itself, Skype for Business, Slack, emails, MS Teams. 
• User management in various services including Office365, Atlassian services, Skype for business, AWS Console (Workspaces) etc.
• Monitoring company systems integrity throughout working shifts to ensure stability. Reporting whenever issues occurred.