Position: Project Manager
Category: Project Manager
English level: upper
Years of experience: 4


Profisea, DevOps and Cloud company 
NOC/Customer support lead
Led several teams on different projects at the same time.
Apr 2021 - now
Developed the structure of the Network Operation Center and Customer Support Department.
Managed the creation of both departments including the selection and configuration of tools and the hiring process.
Developed and updated customer support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
Led a team of 8 customer support representatives and NOC engineers, providing guidance, training, and performance evaluations to ensure consistent delivery of excellent customer service.
Developed and implemented strategies to improve team efficiency. Build automated alerting process for NOC and configured CRM tool for Customer Support.
Was involved in the process of passing SOC 2 certification and was engaged in writing policies.

Ciklum, IT outsourcing company 
Technical Support Specialist
Dec 2020 - Mar 2021
Provided technical support to customers via phone, email, and chat, troubleshooting software issues, and resolving technical inquiries promptly and effectively.
Acted as the primary point of contact for escalated technical issues, collaborating with cross-functional teams to investigate and resolve complex problems.
Documented and maintained accurate records of customer interactions, inquiries, and resolutions in the ticketing system.
Resolved a high volume of customer issues while maintaining a high level of customer satisfaction and adherence to service level agreements (SLAs).
Assisted in the development and maintenance of support documentation, including knowledge base articles and troubleshooting guides.
Conducted remote troubleshooting sessions and utilized remote support tools to assist customers in resolving technical problems. Was partly involved in to AWS infrastructure management
Worked with databases and used SQL queries to extract or verify data

Clario Tech, security software development company
Technical Support Specialist, Sub-team lead
Jun 2019- Dec 2020