Position: Support Lead
Category: Support
English level: fluent
Years of experience: 7

- Decreased the reopen ratio of tickets from 15% to 0.5%, globally. 
- Created and maintained a knowledge base for the whole project.
- Developed monitoring events for the team. 
- Converted customers into raving fans.
- Established the processes of knowledge transfer between ops and dev teams.
- Achieved ServiceNow Administrator cert.
- Increased CSAT rating from ~3.7 to 4.2 out of 5.
My overall experience as a support guy is 5 years in a row at the moment. 3 years ago I was promoted to a team lead in a product company and currently, I manage three ops teams consist of 16 people in total. 

For the last three years, I’ve been working with the ServiceNow platform, covering all admin processes plus some dev tasks. 

As for my main technical points, I’d highlight:
- SQL
- XML
- Basics of JS
- HTML
- SOAP