Position: Data Protection Officer (Head of Project Audit Department)
Category: Support
English level: upper
Years of experience: 5

Created a professional support team from scratch. Crated all internal and external processes of the team. Created and implemented a 24/5 support process. Implemented a system of internal documentation and instructions for the support team. Fully automated the collection of metrics from the average first response time to the percentage of customer feedback reviews. High quality team management.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues; - Taking ownership of customer issues reported and seeing problems through to resolution; - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams; - Delivering resolution of the issue on time due to it’s priority level; - Bug tracking in Jira; - Debug in Visual Studio; - Manual QA; - Work with DB’s: SQL, ClickHouse, Salesforce
Head of customer support YAYPAY BY QUADIENT; KYIV, UKRAINE - SENIOR - NOVEMBER 2019 -  UNTIL NOW
Created a professional support team from scratch. Crated all internal and external processes of the team. Created and implemented a 24/5 support process. Implemented a system of internal documentation and instructions for the support team. Fully automated the collection of metrics from the average first response time to the percentage of customer feedback reviews. High quality team management.
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues; - Taking ownership of customer issues reported and seeing problems through to resolution; - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams; - Delivering resolution of the issue on time due to it’s priority level; - Bug tracking in Jira; - Debug in Visual Studio; - Manual QA; - Work with DB’s: SQL, ClickHouse, Salesforce
TECHNICAL SUPPORT ENGINEER, ADMIXER TECHNOLOGIES; KYIV, UKRAINE — JUNE-SEPTEMBER 2019 - Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues; - Taking ownership of customer issues reported and seeing problems through to resolution; - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams; - Delivering resolution of the issue on time due to it’s priority level; - Bug tracking in Jira; - Debug in Visual Studio; - Manual QA; - Work with DB’s: SQL, ClickHouse 
C++ TRAINEE DEVELOPER, GOOGLE; HONG KONG — JANUARY 2018 - JANUARY 2019 - Design, build, and maintain basic C++ code; - Work closely with other engineers to develop new products; - Work on extensions of existing products 
C++ TRAINEE DEVELOPER, HUAWEI; SHENZHEN, CHINA — JUN 2017 - JANUARY 2018 - Develop software in close co-operation with my senior colleagues; - Carry out miscellaneous work as required by the company 
CEO/FOUNDER, CAMBRIDGE ENGLISH SCHOOL; SHENZHEN, CHINA — APRIL 2016 - JUNE, 2017 - Recruitment and staff training; - Organizing presentations to potential customers; - Financial and business planning; - Cooperation with the advertising agencies; - Conducting meetings with partners; - Managing a team of 14 employees