Position: Technical Support
Category: Support
English level: fluent
Years of experience: 11

Certificate
Cisco Networking Academy «IT Essentials»
LLC RUSH (EVA drogeria chain of stores)
IT Technical Support Specialist (February 2020 – June 2023)
- Participation in testing processes and improvements
- Creating documentation for implemented processes
- Training company employees in newly implemented processes
- Setting tasks with bug description. 
- Supporting Bitrix24 CRM system (processes, users issues, tasks)
- Supporting Bitrix24 app (setting up, installation)
- Performing troubleshooting through the ServiceDesk
- Setting up SLAs, business rules, providing user rights in the Service Desk system
- Processes synchronization monitoring.

Kirovka - The Internet Provider
Client Account Relationship Manager (June 2014 - September 2019)
- Conclusion of an agreement with legal entities for connection to the Internet
- Purchase of network equipment
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Resolved problems with high-profile customers to maintain relationships and increase
return customer base.
- Built relationships with customers and community to establish long-term business growth.

Internet Installer/ Fiber-optic Installer (May 2012 - June 2014)
- Installed and configured new devices and system components.
- Worked closely with network administrators and server engineers to deliver quality service.
- Installed wiring, cabling and networking hardware on customer premises.
- Researched and recommended network and data communications hardware and software.
- Performed preventive maintenance of network equipment.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Coordinated installation of new users and relocations of existing users.