Experience

ELITEX

• United Kingdom
• Software Development
• 1 - 100 Employee

• Integration Engineer

  • Apr 2023 - Present

  Lviv, Ukraine



GlobalLogic Ukraine

• Information Technology & Services
• 200 - 300 Employee

• L2 Technical Support Engineer

  • Jan 2023 - Apr 2023

  Lviv, Ukraine Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket… Show more Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket resolution time. Resolved technical issues related to hardware, software, and networking. Provided RCA details to customers. Used DBeaver to construct complex SQL queries to generate reports that customers could not get via API. Captured and analyzed network traffic logs with Chrome DevTools and Fiddler to diagnose and resolve technical issues. Analyzed internal database and API logs to identify and resolve performance issues. Worked on a rotating schedule, including weekends, to ensure 24/7 support. Collaborated with cross-functional teams (L3, R&D/Product, NOC, DevOps, on-call, CSM) to resolve complex issues. I earned the title of the Messi of Jiras for my talent to create concise Jira tickets. Built standard workflows and ticket response templates for common issues. Maintained and updated internal and customer-facing knowledge base. Recorded educational video tutorials. Trained junior technical support staff in one-to-one screen-sharing sessions to help them improve their skills. Conducted Ask Me Anything (AMA) and deep dive RCA sessions for colleagues, providing opportunities for knowledge sharing and growth and fostering a culture of continuous learning and improvement.

• L1/L2 Cross-Team Technical Support Engineer

  • Aug 2022 - Jan 2023

  Lviv, Ukraine Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket… Show more Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket resolution time. Resolved technical issues related to hardware, software, and networking. Provided RCA details to customers. Used DBeaver to construct complex SQL queries to generate reports that customers could not get via API. Captured and analyzed network traffic logs with Chrome DevTools and Fiddler to diagnose and resolve technical issues. Analyzed internal database and API logs to identify and resolve performance issues. Worked on a rotating schedule, including weekends, to ensure 24/7 support. Collaborated with cross-functional teams (L3, R&D/Product, NOC, DevOps, on-call, CSM) to resolve complex issues. I earned the title of the Messi of Jiras for my talent to create concise Jira tickets. Built standard workflows and ticket response templates for common issues. Maintained and updated internal and customer-facing knowledge base. Recorded educational video tutorials. Trained junior technical support staff in one-to-one screen-sharing sessions to help them improve their skills. Conducted Ask Me Anything (AMA) and deep dive RCA sessions for colleagues, providing opportunities for knowledge sharing and growth and fostering a culture of continuous learning and improvement.

• L1 Technical Support Engineer

  • Jul 2021 - Aug 2022

  Lviv, Ukraine Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket… Show more Provided tech support via email, chat, and phone to a major B2B SaaS video hosting platform’s customers. Acted as a shift lead (shift owner), assigning tickets and delegating tasks to other engineers. Ensured compliance with service level agreements (SLA) and incident management processes. Managed incidents and escalations according to established processes and SLAs, and updated status pages. Focused on improving KPIs and OKRs, such as first response time and ticket resolution time. Resolved technical issues related to hardware, software, and networking. Provided RCA details to customers. Used DBeaver to construct complex SQL queries to generate reports that customers could not get via API. Captured and analyzed network traffic logs with Chrome DevTools and Fiddler to diagnose and resolve technical issues. Analyzed internal database and API logs to identify and resolve performance issues. Worked on a rotating schedule, including weekends, to ensure 24/7 support. Collaborated with cross-functional teams (L3, R&D/Product, NOC, DevOps, on-call, CSM) to resolve complex issues. I earned the title of the Messi of Jiras for my talent to create concise Jira tickets. Built standard workflows and ticket response templates for common issues. Maintained and updated internal and customer-facing knowledge base. Recorded educational video tutorials. Trained junior technical support staff in one-to-one screen-sharing sessions to help them improve their skills. Conducted Ask Me Anything (AMA) and deep dive RCA sessions for colleagues, providing opportunities for knowledge sharing and growth and fostering a culture of continuous learning and improvement.



Volynska

• Ukraine
• Food & Beverages
• 1 - 100 Employee

• Project Manager

  • Feb 2019 - May 2021

  Volodymyr-Volynskyi, Ukraine Volodymyr-Volynska Poultry Farm 🏀 Analyst, Deputy Head of Production Analytics (Mar 2020 -- May 2021) * Decreased the amount of repetitive manual data manipulation work by 13%. * Reduced the amount of overtime of production analysts by 32%. * Substituted 76% of paper-based journals with digitised systems. * Selected vendors, negotiated contracts, ensured service delivery. * Headed the process of beta tests of new industrial equipment (20+ employees… Show more Volodymyr-Volynska Poultry Farm 🏀 Analyst, Deputy Head of Production Analytics (Mar 2020 -- May 2021) * Decreased the amount of repetitive manual data manipulation work by 13%. * Reduced the amount of overtime of production analysts by 32%. * Substituted 76% of paper-based journals with digitised systems. * Selected vendors, negotiated contracts, ensured service delivery. * Headed the process of beta tests of new industrial equipment (20+ employees involved). * Designed Software Development Works Agreement and Statement of Work documents. * Formulated comprehensive reports about new equipment and software. * Engineered complex Python and VBA Excel scripts to automate repetitive tasks. 🏀 Head of Wellbeing (Feb 2019 -- Feb 2020) 🔷 Results: * Established a vibrant coworker community of amateur runners. * Epikur Team became the largest corporate running club in Ukraine (200+ members). * 5+ club members occupied new leadership roles in company management. * Employee engagement increased by 23% (according to the internal HR surveys). * 21% increase in adoption of a healthy lifestyle by employees' family members. * 35+ employees have spoken at the corporate Public Speaking Club. 🔷 Activities: * Organized 7 Epikur Team trips to running events in Lviv, Lutsk, Kyiv, Kovel, and Svityaz. * Supervised the Epikur Team Euro Trip to Ljubljana half marathon (60+ participants). * Orchestrated the preparation of Epikur Run -- a massive local sports event. * Developed HR strategies to engage coworkers in sports activities. * Coordinated medical screening of team members. * Gathered and analysed statistical data to control the results of wellbeing initiatives. * Supervised the work of third-party running and fitness trainers, and nutritionists. * Revived the corporate Public Speaking Club, transformed meeting agenda structure. * Authored publications for internal corporate media and local newspapers. * Recorded a series of video tutorials as a guide to running for beginners. Show less



Self-employed

• Project Manager

  • Jan 2018 - Jan 2019

  Novovolynsk, Ukraine Partnered with local smartphone accessories retailers. * Organised a service of home and office delivery of smartphone accessories. * Undertook complex SMM activities on Facebook and Instagram to boost sales. * Developed a simplified CRM system (based on Viber) to increase customer LTV.

• WordPress Developer

  • Jan 2018 - Jan 2019

  Novovolynsk, Ukraine * Developed 3 SEO-optimised WooCommerce shops with built-in inventory management. * Developed 2 websites using Elementor, Divi, Astra, advanced custom fields, and CSS. * Provided on-demand WordPress support for local businesses.

• Sales Team Lead

  • Nov 2011 - Dec 2017

  Lviv (and 11 other cities), Ukraine Street promotion of cell phone plans for major Ukrainian mobile operators: MTS (Vodafone), Kyivstar, life:) (lifecell). * Established highly successful street promoter teams (30+ team members). * Outperformed sales plans on a month-to-month basis. * Sourced, recruited, and trained new members for street teams. * Supervised offline educational events for street teams. * Recorded video tutorials on sales strategies and tactics. * Organised informal team-building events.

• Project Manager

  • Nov 2007 - Oct 2011

  Kyiv, Lviv, Lutsk, Ukraine Affiliate Marketing and Network Marketing in Professional Training, IT, and Fintech (Financial Technology). * Supervised 20+ remote team leaders in 12 cities. * Built automated sales funnels to promote partners' products and services. * Mentored and coached distributed remote teams on eCommerce and sales. * Organised offline educational, team-building events, and trade shows. * Recorded video tutorials and video sales letters for the automated sales funnels. * Authored 203… Show more Affiliate Marketing and Network Marketing in Professional Training, IT, and Fintech (Financial Technology). * Supervised 20+ remote team leaders in 12 cities. * Built automated sales funnels to promote partners' products and services. * Mentored and coached distributed remote teams on eCommerce and sales. * Organised offline educational, team-building events, and trade shows. * Recorded video tutorials and video sales letters for the automated sales funnels. * Authored 203 episodes of the educational audio podcast (long before Instagram Stories). * Conducted weekly educational and sales webinars and offline training sessions.



Academy of True Success

• United States
• Professional Training and Coaching

• Project Manager

  • Nov 2007 - Oct 2011

  Kyiv, Ukraine * Organised offline training sessions for MLM companies. * Facilitated the trainer during offline training sessions. * Provided tech support during webinars. * Recorded audio interviews with the trainer for PR. * Authored promotional publications for local media.



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Junior Marketing Specialist

  • Sep 2006 - Oct 2007

  Kyiv, Ukraine * Conducted background checks (due diligence) on prospective clients. * Organised 2 company-wide informal corporate events (400+ coworkers).



APL Center Ukraine

• Marketing Specialist

  • Jun 2006 - Aug 2006

  Kyiv, Ukraine * Conducted weekly in-store training sessions for new Apple customers. * Supervised the production of printed marketing brochures. * Organized 2 offline trade shows. * Maintained the official company website (apple.com.ua).



Viaduk-Telecom

• Software Development
• 1 - 100 Employee

• Marketing Specialist

  • Jul 2005 - Aug 2005

  Kyiv, Ukraine * Prepared tender documentation for computers and peripherals. * Conducted searches for appropriate requests for tenders online.



Mnemosoft

• Technology, Information and Internet

• Marketing Specialist

  • Nov 2003 - Sep 2004

  Kyiv, Ukraine * Implemented SEO tactics for website elcomart.com (website structure, keywords). * Supervised the classified advertisements section on elcomart.com.