Резюме: Technical Support

Мне интересна вакансия специалиста тех поддержки, так как я бы хотела развиваться и получить опыт в ITсфере, а так же интересна возможность работы на английском языке.
Со временем, надеюсь перейти в команду технических писателей.
Есть большой опыт общения с носителями языка(Великобритания/Америка), а так же с англоговорящими иностранцами. Кроме того, говорю на немецком языке.

Есть опыт рабты в тех поддержке.
Знакома c VDI,AD, читаю логи в Kibana, есть базовые знания SQL, на предыдущем месте активно работала со Swagger, Jira, Metabase.
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ОПЫТ РАБОТЫ (последние три места):

June 2021 — may 2022
1 year
Paragon Software
Moscow, www.paragon.ru

Support Engineer

Investigating technical issues with Paragon products (both for home use and for business customers), documenting the findings.

Maintaining the inner knowledge base: writing new KB articles, reviewing, editing and structuring the existing ones.

Setting up and managing Jira dashboards, ensuring all my colleagues are updating their issues with all the required information and in time.

Setting up and maintaining customers' Paragon products from the backend side: configuring the environment via Swagger (JSON requests), analyzing Kibana logs, creating and editing Metabase reports (SQL).

Providing colleagues and customers with detailed documented instructions on all of the above


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January 2019 — June 2021
2 years 6 months
JTI
Moscow, www.jti.com

Technical Support Analyst

Global Service Desk for all JTI employees worldwide. Providing support for how-to questions, initial troubleshooting, fixing about 70% of incoming issues (others being delegated to local IT teams). Aside from day-to-day interactions with customers, I also had the following responsibilities.
Maintaining the knowledge base: writing new KB articles and reviewing the existing ones.
Onboarding and training of newcoming Support Associates.
Assisting my fellow Support Engineers with certain technical issues within my purview, including but not limited to all kinds of Windows 10 and Microsoft Office issues.
Sharing my experience in particular topics by creating internal KB articles and hosting trainings for the colleagues.
Oversaw company migration from VDI Horizon to Cloud VDI: performed solution testing, wrote instructions on the topic for both end-users and Support Engineers
Oversaw MIP(Microsoft Information Protection) introduction to the company: solution testing, wrote instructions and trainings on the topic for both end-users and Support Engineers.
Was the first contact person for communication with Microsoft in case of complicated MIP issues.

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July 2017 — November 2019
2 years 5 months
Visit Russia
Saint Petersburg, www.visitrussia.com/

Public Services... Show more

Tour guide \ Translator
Administrating tours in Saint Petersburg for foreign clients.
Transporting and accompanying tourists.
Organizing and leading excursions.
Translating and interpreting.
Problem solving.
Offering sightseeing advice.