Position: Excellence Manager; Technical support; Customer success manager
Category: Support
English level: fluent
Years of experience: 5

Certification:
	Microsoft Certified: Azure Fundamentals ( Aug 2021- Aug 2023)
Other trainings:
	Cross-Cultural Competences and Teamwork
As a junior IT Engineer I work in Infopulse for almost three years.
My daily responsibilities are:
	Monitoring the customers’ systems 
	Reacting on any alerts in the systems 
	Creating tickets in Jira and assigning them to the responsible team 
	Taking part in troubleshooting the current issues 
	Making reports Checking the APIs on servers 
	Installing the necessary updates on severs 
	Fixing minor problems on servers
	Taking part in daily meetings with the customers
	Investigating security incidents
	Updating instructions for the monitoring team
	Monitoring of servers and services in Nagios
	Create and manage tickets in Jira and Zendesk
	User administration in AD
	Investigating malicious activity and other security events in QRadar and Azure Sentinel

My previous work experience
11.2016 - 12.2018 
SolidOpinion, Business Department 
Moderator 
	moderated a large number of comments from various online newspapers
	provided technical and moderation support for users 
	handled and moderated a telegram chat
06.2016 - 08.2016 
Ukrainian International Airlines 
Customer Support 
	reserved flights and baggage 
	calculated flight prices 
	filled in travel receipts 
	provided customer support using CRM system
07.2014 - 12.2014 
Online shop 'Lamoda.ua' 
Call-center operator 
	calculated delivery prices 
	provided all the necessary information to customers 
	solved different problematic issues
During my work I managed to work with these programs
 
	Jira
	Confluence
	Active Directory
	Trello
	Hubstaff
	CRM system
	QRadar
	Cisco AMP
	Service now
	Opsgenie
	Slack
	Azure Sentinel