Position: part time
Category: Design
English level: upper
Years of experience: 3

2010 (03.09.) - 2011(30.06) JUNIOR IT STEP ACADEMY LVIV 
2014 - 2018 Lviv Polytechnic National University, Bachelor Degree in Applied Linguistics Faculty 
2018 - 2019  English courses at “Everbest” school 
2020 – Course of “Project Management Principles and Practices” 
20.07.20 Course of WebUI at LITS IT School
02.08.2018 – 15.06.2019  
Technical Support Specialist at Kromtech  
Company:  
ZoomSupport Ukraine   
Position:  
Customer Support Specialist: 
Zoom Support is a company engaged in remote support and assists PC/MAC users worldwide. (Customers from USA and Canada) 
Main responsibilities: 

-	Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams; 
-	Taking ownership of customer issues reported and seeing problems through to resolution; 
-	Research and identify solutions to software and hardware issues 
-	Diagnose and troubleshoot technical issues, including account setup and network configuration 
-	Ask customers targeted questions to quickly understand the root of the problem 
-	Track computer system issues through to resolution, within agreed time limits 
-	Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue 
-	Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) 
 
25.07.19 – 20
SoftServe
Help Desk Engineer (OPS Team) 
Responsibilities : 
-	Register and track tickets from employees in the ITSM system and assigning the tickets to appropriate stakeholders within the IT Department according to Internal Services Portfolio. 
-	Constantly improve existing services based on customer experience 
-	Notify the team, IT department, and the company about services failure 
-	Perform account management tasks related to creating/releasing user account in ADCreating/releasing PC account in AD, creating project's