Резюме: Service Desk Technician / Специалист службы поддержки
Ноябрь 2018 — по настоящее время
1 год 3 месяца
IDT Technologies
Минск, IDT.by
Technical support engineer
-Created, am updating and expanding the existing knowledge base monitoring objects for the local team from the very beginning.
-Transferring knowledge to newcomers.
- Monitor all production networks, applications and services.
-Respond and resolve alerts/alarms according to standard operating procedures.
-Track all issues(Jira)
-Escalating alerts/issues to an appropriate Support team and working with Support team towards a timely resolution.
-Providing internal and external customers with status updates adhering to SLA processes and procedures.
-----------------------------------------
Ноябрь 2017 — ноябрь 2018
1 год 1 месяц
EPAM Systems Inc (Беларусь)
Минск, www.epam.by
Service Desk Technician
Successfully work as 1st Level Support agent on multiple projects.
Actively participated in knowledge transfer within the team.
Strong experience in incident and change management.
Strong experience in Zabbix alert monitoring.
Successfully applied knowledge from trainings to business correspondence, conflict management and ITIL practices.
Strong ability to work without supervision, exercise diligence Ability to communicate in Russian, English, German languages.
Work tools: JIRA,Atlassian Confluence, Office365, SQL, OWA, Zendesk, Aerial InCircle, , Five9, MySQL, Active Directory,Citrix, Putty, Cygwin, Tomcat, Solr, Jenkins, New Relic,Splunk, SolarWinds, Zabbix (with MySQL backend), Slack, Microsoft Teams, OTRS.
-----------------------------------------
Апрель 2016 — ноябрь 2017
1 год 8 месяцев
Codeworks
www.codeworks.by
Service Desk Technician
Incoming requests via ticketing tools.
Website monitoring.
Incoming calls.
Chat-sessions with customers
-------------------------------------
Март 2015 — апрель 2017
2 года 2 месяца
Kaymu
Минск, kaymu.by
Buiseness Development Manager
Работа с ключевыми партнерами.
Привлечение крупных магазинов.
Изучение спроса на рынке.
Troubleshooting.
--------------------------------------
Сентябрь 2014 — май 2015
9 месяцев
ООО "Хоттелеком"
Минск, hottelecom.by
Специалист по работе с клиентами
- Работа с исходящими,
- Работа со входящими звонками,
- Холодные звонки
- Работа с возражениями
