Technical support specialist
IT sphere
Experience:
Technical Support Engineer 02/22 to 10/2022
Outsourcing software development, RU
Key achievements:
— During the work I took on independent support 4 different projects
— Reviewed documentation for each of the supporting projects. Updated
documentation to actual state.
— Reviewed monitoring in Grafana. Changed the alert processing process.
— Optimized several tasks on one of the supporting projects to reduce its processing
time.
Lead Technical Support Specialist 10/21 to 02/2022
Logistic company, RU
Key achievements:
Made a work plan for knowledge sharing and communication between the first line
support team and second line support team. The main task was to reduce the
amount of the escalated tasks from the 1st line to the 2nd line.
According to the results, this amount has been reduced by almost 2 times.
Lead Technical Support Specialist 06/19 to 07/2021
FinTech company, RU
Key achievements:
— Implemented a separate Swagger TechSupport API for solving problems and
eliminating incidents in production
— Optimized monitoring by supplying alert requirements through the DevOps team
— Allocated two divisions within the department — business and technical support
— with different task pools and required competencies
— Optimized SLA criteria based on priority and type of tasks
— Established interaction and processes with the RnD department, which was not
previously part of the support
— Conducted an analysis of international projects for lack of processes. Reduced the
queue of tasks by optimizing processes and adding a new employee to the team.
Education:
Organization management – 2013 - 2017
Novosibirsk State University of Economics and Management, RU
Skills:
Kibana, OpenSearch, Grafana, Zabbix, Postman, PostgreSQL, MS SQL, Jira, TFS, Confluence, Bash, Teamcity, Firebase
Additionally:
Technical support specialist with 4 years of experience. I have experience in
supporting Russian and foreign projects (Africa, Mexico). I have been supporting
fintech projects for 3 years, then worked for logistic company, after that accepted an
offer from outsource company where I supported several projects. I have experience
in team management performing managerial duties and training new specialists for 2
years. Now I am looking for a company that will open up new horizons for me and
will give me a space to use my professional skills at it's maximum.
