Position: Cloud Service-Desk Agent, Junior DevOps
Category: DevOps
English level: fluent
Years of experience: 1.5

AWS Cloud Practitioner certificate
Cloud Service-Desk Specialist (Trainee DevOps)
Syncier Gmbh
11/2021 - current

maintenance of AWS, Azure clusters; 
performing platform components update and rollout, K8s and KOPs upgrade on customers' clusters using GitHub and CI/CD pipelines; 
patching and vulnerabilities anchor scan;
 solving the issues occurred on the customer environment; 
work with infrastructure-as-code using Kubernetes, Terraform and Helm; 
work with Prometheus, Grafana, and Kibana in Production;
 management of FreshService CRM system; 
set up and configuration of Nginx and Apache
distributing the task among the team, creating rapports for Service Desk efficiency status;
 work with version control system GitHub;



02/2019 – 11/2021 – Kyiv, Ukraine
SENIOR CUSTOMER TECHNICAL SUPPORT ( SECOND LINE) – 3SHAPE
consulting customers via chat/email/phone/Team Viewer;
logging support cases in Microsoft CRM dynamics, escalating customer’s feedback to relevant departments/team lead/manager;
configuring SQL Server, work with SSMS
performing internal testing of the software, escalating potential bugs to 3rd line, finding workarounds for confirmed bugs; 
writing of knowledge base articles and mentoring of the newcomers;
helping 3rd line with investigation of issues and expectancy of behaviour on early stages of product adoption by clients;
administering the Community portal; creating Dashboards in Power BI for the customer support team; 
setting up Windows services to establish correct functionality of the company product; 
distributing the upcoming tasks among the team; creating Dashboards in Power BI for the customer support team;


02/09/2018 – 21/01/2019
CUSTOMER SUPPORT AGENT – WIREX LIMITED
technical support
customer consulting
support via chat and email
writing and transalating of the technical documentation
working with Zendesk, Jira

08/2016 – 08/2018

SUPPORT MANAGER – IT-COMPANY "SKYPRO"
technical support
customer consulting via chat/email/phone
writing and translating of technical documentation
marketing researches
social media (Twitter and Facebook)
work with Jira, Confluence, CRM systems.
I do not consider work out of business hours of my time zone.