Customer Support Technician

• Nov 2020 - Present

Head of Technical Support

• Feb 2020 - Nov 2020

From February 2020 to November 2020, I combined positions of Head of Technical support and Network Operation Center Engineer:Responsibilities:- Led and managed a high-performing technical support team, consisting of 6 members;- Providing guidance, mentorship, and support to the support team to improve their knowledge;- Collaborating with other departments;- Working closely with the customer relations team to address and resolve issues;- Monitoring support ticket queues, ensuring that tickets are prioritized, assigned, and resolved correctly and on time; Show less

Network Operations Center Engineer

• Nov 2019 - Feb 2020

Responsibilities: - Configuring various models of L1-L2-L3 switches and routers;- Monitoring network infrastructure to ensure optimal performance;- Performing network maintenance tasks, including firmware upgrades, patch installations, equipment replacements, etc. - Investigating and resolving network incidents, service disruptions, and outages;- Providing technical support for corporate customers;- Establishing and technical supporting of networks for off-site events;- Communication with other companies for peering;- Working closely with other departments, such as network engineers, system administrators, and customer support; Show less

Customer Technical Support

• Jun 2017 - Nov 2019

Responsibilities:- Identifying and escalating complex customer issues to the appropriate team or department- Answering customer inquiries via phone, email, or chat and resolving customer issues in a timely and professional manner.- Troubleshooting technical issues such as internet connectivity problems, network errors, and hardware malfunctions.- Assisting with account management- Providing technical support and guidance to customers- Handling billing and payment inquiries, answering billing questions, and assisting customers with payment optionsSkills:- Understanding of basic networking concepts such as IP addresses, routers, switches, and firewalls;- Familiarity with different operating systems such as Windows, Mac OS, and Linux;- Understanding of internet protocols such as TCP/IP, DNS, and HTTP;- Understanding of IPv4 and IPv6 subnetting;- Experience in configuring routers, such as TP-Link, D-Link, Apple, Ubiquiti, and Mikrotik;- Working with switches including Cisco, Eltex, D-Link, EdgeCore, and TP-Link;- Working with PON terminals;- Using Zabbix as a monitoring tool for network nodes to ensure optimal performance;- Using various network tools, such as tcpdump, nmap, nslookup, traceroute, whois, etc. for effective troubleshooting.- Excellent communication skills;- Problem-solving skills;- Time management and multitasking; Show less