Freelancer profile translated to English.
Back to original languageAbout Ivan
Competent technical support engineer with a proven track record at Netwrix Corporation, excelling in technical troubleshooting and interpersonal communication. I led root cause analysis and preventive measures, significantly improving system reliability. Recognized for exceptional service quality and mentoring peers, I combined critical thinking with technical expertise to enhance customer satisfaction and team performance.
Ukrainian
Native or bilingual
French
Fluent
English
Native or bilingual
Russian
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Netwrix CorporationTechnical Support EngineerTECHJuly 2023 - April 2024 (9 months)• Used Salesforce to track and manage over 100 software support tickets• Resolved complex issues encountered by customers of SCMS SaaS solutions• Assisted teammates and other colleagues on topics within their area of expertise• Managed the test lab in VMware vSphere (Linux configuration and update, Hyper-V configuration, Active Directory configuration and administration)>> 90% customer satisfaction rate (top ranking in customer support metrics for 5 months)>> Improved response times by 30%
- 365SOLUTIONS.CLOUD LTDIT EngineerTECHNovember 2022 - March 2023 (4 months)Maintained application for B2B support infrastructure• Processed and resolved L1 technical support tickets for B2B infrastructure via Atera• Installed and configured office software, server equipment, and systems for B2B infrastructure support• Created technical documentation for internal databases• Troubleshot using remote access programs (Splashtop, AnyDesk)>> Improved access to information for support teams>> Maintained rapid responses to customer requests
- Smartapps.kzTechnical Support EngineerTECHApril 2022 - October 2022 (6 months)Handled over 200 L1-L2 technical support tickets for B2B infrastructure via phone and email· Used advanced troubleshooting techniques and cloud computing technologies to resolve customer issues· Installed and configured devices, office software, server equipment, computers, and peripheral systems· Created Bash and PowerShell scripts to automate software installations and updates· Maintained technical documentation for internal databases>> Improved ticket resolution efficiency by 30%>> Reduced deployment time by 20%
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Education
- Vocational Secondary DiplomaCollege of Commerce ᵉ112021Vocational Secondary Diploma
Certifications
- Google IT Support Specialist CertificateCoursera