Position: Technical Support
Category: Support
English level: upper
Years of experience: 5


I am a self-motivated team player who works well independently with minimal supervision and also within the team, a highly adaptable individual who takes the initiative in resolving customer problems while maintaining a focus on quality work product and service standards.


Subject Matter Knowledge / Expertise

•	Knowledge of Active Directory
•	Good communication skills and ability to work in a team as well as independently
•	Knowledge of Microsoft Office 2016, 365, and Windows 10 OS
•	Familiarity with a network (TCP\IP basis)
•	Basic knowledge of Python, JS, Powershell, Shell, Bash, JSON, HTML/CSS, SQL, Oracle/Mongo DB queries
•	Basic understanding of ITIL practices
•	Experience operating in a ticketing system like JIRA, Zendesk, Syncro, Front
•	Excellent analytical skills, and critical thinking
•	Flexible and stress-resistant
•	Experience with nodes running
•	Experience in basic Linux command line interface and utilities
•	Understanding of SDLC (CI/CD)

Education

•	2013 - 2018 Zhytomyr Polytechnic State University, FICT, automatization and computer-integrated technologies, Zhytomyr, Master Degree


Work experience

July 2022 – now – Job title IT Security Analyst, “DIYA”

Job Responsibilities
•	Working with SIEM (EMS)
•	Creating rules/filters against bad actors
•	Leverage Microsoft Powershell to develop and execute repeatable tasks
•	Security Desk management
•	Troubleshoot and resolve performance-related issues
•	Exchange management against phishing emails (block senders/URLs/create reports regarding the issues)


January 2020 – June 2022 – Job title L2 IT Engineer, “DIYA” 

Job Responsibilities
•	Migrations via CRM
•	Scripting
•	Service Desk management
•	Security analytics
•	Troubleshoot and resolve performance-related issues
•	Leverage Microsoft Powershell to develop and execute repeatable tasks

January 2018 – 2020 – Job title L1 IT Engineer, “DIYA” 

Job Responsibilities
•	Monitoring of ticket systems, chats, and servers.
•	Create and manage tickets in JIRA, Zendesk, Syncro
•	Remote support services via RDP, Screenconnect, TeamViewer, Splashtop, and SyncroRemote.
•	User administration in AD
•	Basic fixing HTML/CSS websites


October 2017 – December 2017  Job Title Tech Support, Diya Pro

Job Responsibilities

•	Monitoring students' connection stability
•	Remote troubleshooting issues with software and hardware on the students' site

Languages: 

•	Russian – native
•	Ukrainian – native
•	English – upper-intermediate
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