Position: Support
Category: Lead
English level: fluent
Years of experience: 1.5

So,  after graduating from Pedagogical University and serving in army (Ukrainian ) for 6 years and having IT as a hobby, I managed to become 2nd line of Technical Support and remote/ temporary Team Lead for a support Team.
Achievements- 12 offices under Service-desk, which started to use our OTRS system within a 2 months after  administrating it and teaching them of how-to use it.
Creating development plans for junior engineers, who was joined the team recently.
Helping ( and in future maintaining permanently  )our  Team Lead  in product support team, cooperating with the customers and explaining them our point of view on the process of support.
While was in army as an air traffic controller- all helicopters landed successfully :)
MySQL, Linux, ITIL, Agile, SharePoint, English, wireshark, Networking, OTRS, Jira, CRM, Windows

•	Experience in Team Lead role for the Support team.
•	Agile oriented, good knowledge of ITSM processes/ ITIL.
•	Technical engineer/Product support, dealing with the hardware/software support for the end customer, using hardware in Lab-s, testing it, reviewing logs, etc.
•	Service Desk Administrator+ L1 and L2/Technical/Customer support with 3 and a half years of experience in Helpdesk system administration.
•	Dealing with the workflow of ticket lifecycle from 1st line to 3rd.
•	Managing customers/client requests via skype/chat/emails. 
•	Providing  trainings to customers on our system (OTRS). Good in incident management.
Профессиональный рост. Офис возле метро. НЕ банки. Командировки за границу. Адекватный менеджмент. Сложные задачи.