Customer Support Representative

Dnipro · $800 · 2.5 years of experience · Upper Intermediate

More than 2 years experience in customer services and working with airline databases. Work Experience Customer Service Representative (within the Customer Retention Team) • providing information and assistance for English speaking clients (mostly US customers) in accordance to company Terms and Conditions • educating customers on product features, charges, etc. • identifying and resolving customer issues, solving routine and complex problems • creating flight reservations, performing itinerary changes and cancellations using GDS (Sabre, Amadeus, Flex) Customer Service Representative (within the Schedule Change Team) • resolving customer issues caused by airlines schedule changes • providing customer satisfaction within the company and airline policies • educating customers on both company and airline policies Ticketing Agent (within the Ticketing Team) • issuing tickets that were not issued by automated system due to system or server issues, which included analyzing each case and identifying the problem, resolving cases in accordance to certain policies and procedures • creating flight reservations and issuing tickets using GDS (Sabre, Amadeus, Flex) I'm looking for a position that requires experience of communication with English speaking customers via chat or over the phone. I am the right person, if you are looking for the employee who will make your customer satisfied and resolve his issue in a quick fashion.

Support, English, Customer service, customer support, Customer care, Ability to learn quickly, Microsoft Office, Communication Skills, CRM, helpdesk, Service Desk, Troubleshooting, HTML, CSS, Английский, Customer Support Management, Listening and communication skills, Negotiations, Client Management, experienced google sheet user, customer support manager, Good communication skills

More than 2 years experience in customer services and working with airline databases.


Системный Администратор

Cherkasy · $450 · More than 10 years of experience · Beginner/Elementary

Опыт работы Администратор системы с 11.2018 по 09.2019 (10 месяцев) ООО "Селм Агро", Черкассы (Запчасти для агротехники) Администрирование локальной сети. (MikroTik, Ubiquiti) Администрирование рабочих станций Windows ХР\7\10\Ubuntu\. Администрирование серверов Windows 2008\2012\2016 Server\Debian, MSSQL, 1C8.3, MeDoc, и т.д. Поддержка и сопровождение пользователей. Администратор системы с 07.2018 по 10.2018 (3 месяца) ООО "Айболит", Черкаси (Медицинские услуги) Администрирование локальной сети. Администрирование рабочих станций Windows 7/Ubuntu. Администрирование серверов Windows 2008 Server, MSSQL, Asterisk, Zabbix. Поддержка и сопровождение пользователей. Администратор систем с 04.2017 по 06.2018 (1 год 2 месяца) ООО "Мир лакомств", Черкассы (производство) Администрирование проводных и безпроводных сетей (Ethernet, WiFi). Администрирование серверов Windows 2008 Server (AD, Terminal server). Администрирование рабочих станций Windows XP\7\10. Администрирование и резервное копирование 1С 7.7\8. Администрирование маршрутизаторов и внедрение MikroTik, Kerio Control. Сопровождение бух. отчетности (M.E. Doc, Бест-звит, OPZ) Сопровождение корпоративной мобильной связи. Обслуживание (мелкий ремонт) оргтехники. Администратор системы с 08.2015 по 09.2016 (1 год 1 месяц) ООО "НПК" "Аскенн", Черкассы (Изделия из металла) Администрирование локальной сети. Администрирование рабочих станций Windows XP\7. Администрирование серверов Windows 2003 Server, MSSQL. Поддержка и сопровождение пользователей. Системный администратор с 08.2014 по 09.2015 (1 год 1 месяц) ООО "Интернациональная Группа Вин Украины №1", Черкассы (Оптовая торговля, дистрибьюция) Администрирование проводных и безпроводных сетей (Ethernet, WiFi). Администрирование серверов Windows 2008 Server. Администрирование рабочих станций Windows XP\7\10. Администрирование и резервное копирование 1С 7.7\8. Сопровождение программ бух. отчетности (M.E. Doc, Бест-звит, OPZ). Ищю работу системным администратором

ОС Windows Server 2000\2003\2008\2012\2016 ОС Windows 98\XP\Vista\7\10 MS SQL Server, MS Office XP\2003\2007\2010\2013\2016, Open Office. Антивирусное ПО Kaspersky, Nod32, Dr.Web, Symantec Endpoint Protection (клієнт, сервер) и др. Сетевое оборудование активное и пассивное ( MikroTik, Kerio Contro, Ubiquiti, и.тп.) Планиерование и инсталляция локальных проводных и безпроводных сетей. Копировальная техника "Hewlett - Packard", "Canon", "Ricoh" (заправка, восстановление картриджей, мелкий ремонт, блочный ремонт) МиниАТС "Panasonic" конфигурирование, сопроваждение. КПК на базе Microsoft Pocket PC 2003\Windows Mobile 2003 SE\Android

Учебный центр "Успех", Киев, Сетевое администрирование Windows 2000 Server. Внедрение Active directory, Terminal server в ООО "Богдан логистик", более 50 активных пользователей.

Внедрение, поддержка, соправождение систем на базе Microsoft Windows 7\8\10\Server, а также рабочих станций Linux\Ubuntu\Debian. Проэктирование, администрирование, поддержка проводных и безпроводных систем (D-Link, Mikrotik, Ubiquiti, Kerio Control) т.п.


junior Security Engineer, SOC Analyst

Kyiv · $600 · 2 years of experience · Intermediate

1,6 года: СОФТКОМ, инженер- консультант, обязанности: информационная и консультационная поддержка пользователей ПО М.E.Doc;обработка входящих обращений (телефон,e-mail) по техническим вопросам использования систем М.E.Doc. 11 месяцев: Terrasoft, аналитик поддержки, обязанности: решение инцидентов, оказание консультаций по функциональности линейки продуктов, по реализации новой логики и техническим вопросам. СУБД: MS SQL, MyQSL, PostgreSQL Основы сети, модель OSI, стек TCP/IP Базовые HTML, CSS OC Windows, Linux Nmap, Metasploit, Wireshark

Linux, Windows, TCP/IP, PostgreSQL, MS SQL Server

03.2019: Онлайн курс "Управление безопасностью в малом и среднем бизнесе" (Microsoft 365) 08.2018: Онлайн курс "Основы тестирования ПО" 05.2018: Курс ПО М.E.Doc и веб-сервис СОТА 03.2018: Онлайн курс от Cisco Academy "Основы кибербезопасности" 03.2015: Онлайн практика в ПриватБанке


Cloud Engineer, System Administrator/Engineer, Support Engineer L2/L3

Lviv, Kyiv, Ivano-Frankivsk, Luts'k, Ternopil, Uzhgorod, Rіvne · $1250 · 2.5 years of experience · Upper Intermediate

Junior System Administrator Jun 2019 – Present Location: Lublin, Poland • administration and management of Microsoft systems • administering the Azure environment • automation of resource deployment in Azure using ARM templates, Powershell and Terraform • creating hybrid solutions based on Azure services • creating and operating solutions for monitoring cloud services • log analysis in Azure environment by creating advanced KQL queries in Azure Log Analytics • managing Azure Active Directory and connecting AAD to Active Directory • automation of daily tasks using Powershell • administration of Hyper-V farm; • administering Windows Server and Windows • troubleshoot problems detected in applications/systems; • technical support of systems and infrastructure • service and repair of incidents on the production environment Application Support Specialist Nov 2018 – Jun 2019 Location: Lublin, Poland • Creating applications to automate routine tasks • Participation in knowledge transitions for new projects • Transfer of knowledge through the cascading method to other members of the team • Support and administration of the SQL database • Analyze business and project requirements, document their result • Service and repair of incidents on the production environment • Training and implementation of new employees in the project • Analyze business and project requirements, document their result Junior Application Support Specialist Nov 2017 – Oct 2018 Location: Lublin, Poland • Performing the role of 2nd line support • Analyze business and project requirements, document their result • Proactive monitoring of Information Systems • Support and administration of the SQL database • API administration • Technical support of the application • Troubleshoot problems detected in applications/systems • Service and repair of incidents on the production environment • Training and implementation of new employees in the project • Support internal IT department in daily duties

Windows, SQL, MS SQL Server, PowerShell, PowerShell scripting, Active Directory, Hyper V, System Administrator, Monitoring, Technical Support, C#, Team Coordination, Azure, Microsoft Azure, Windows Server

Examples of completed projects: • implementing Azure solutions in a production environment for several Icelandic clients • on-site workstation migration in client’s offices (the Netherlands, Poland, and the Faroe Islands) • for a global clothing company creating a solution based on Azure Monitor for monitoring a number of cloud services in Azure, automation of deploying dashboards and workbooks, automation of onboarding resources for monitoring, creating advanced KQL queries in Azure Log Analytics • on-site users support during profile migration (Germany) • monitoring and responding to incidents occurring during data flow to the Data Warehouse for a Chinese client

Work with Microsoft Azure cloud services, process automation, develop Microsoft Azure DevOps technology knowledge stack, ready for learning CI/CD tools which are using with Azure DevOps


Account Manager / Project Manager

Kyiv · $1200 · 2.5 years of experience · Advanced/Fluent

1. Project Manager at Ukrainian Social Academy. Jul 2019 – March 2020. • Conducted analysis of competitors, their products and promotion; • Formulated logics and questions for depth interview, conducted depth interview, analysed and interpreted the results; • Outlined portrait of a client (Target Audience), client segments, their characteristics and behavior, needs, “pains” and gains, value we create for them; • Created the concept of the product (educational program): structure, objectives, sequence of topics, expected outcomes and experts involved; • Produced requirements regarding experts’ (lecturers’) focus and objectives, analysed their proposals and negotiated updates to the program; • Created the promotion plan for the product, coordinated its realisation and responsibilities regarding it; • Formulated draft texts and messages for Facebook posts; • Produced provisional budget for the product; • Communicated with clients, defined their needs and analysed them; • Tested new company website. -------- 2. Project Manager at EdEra. April 2019 - May 2019. -------- 3. Account & Project Manager at Kyiv Mohyla Business School [kmbs]. May 2016 - July 2018. • Managing the Executive Development Programs (the Projects) at all stages (from scheduling and promotion to retrospective and development of suggestions); • Managing multiple projects at the same time; • Identifying key expectations, needs and goals of clients and their businesses; advising them; • Managing client relationships and providing clients with excellent service and support; • Coordination with Marketing and Finance departments; • Developing marketing plans for the Programs; • Representing the school at external events to support business development efforts, communication with prospective clients; • Interacting with clients to collect feedback for product improvement and for advising clients’; • Suggesting Program improvements and providing senior staff with retrospective on Program results; • Coaching new team members and familiarising them with processes; • Coordination & preparation of texts and concepts for promotional materials and mailings; • Company website administration; • Working with CRM & analytics, development of the CRM system; • Working with LMS (Learning Management System). -------- 4. Internship at Presidential Administration of Ukraine (USAID Rada Program & Liga Interniv (Ліга Інтернів). Nov 2014 - Jul 2015

Account Management, Project Management, Management, Sales, Brand Marketing, User Interface , User Experience , Communication, Negotiations, customer support, Site Administration , Product management, CRM, Teamwork, Email Marketing, English, Communication Skills

I have a PhD degree in Economics (Candidate of Economic Sciences), 2018. Key achievements at Kyiv-Mohyla Business School [kmbs]: • I suggested improvements to the logic of the medium-term program that enabled participants to introduce changes in their businesses easier than before; they also demonstrated better understanding of the content. • I was selected to the team focused on implementation of the new CRM system. I was responsible for testing it, bug reporting and designing the interface based on processes and needs of our department. • I was appointed to the commission that evaluated the participants’ graduation projects on the medium-term program. Additionaly: • I scored 7.0 at IELTS Academic test (International English Language Testing System) - 2011, 2014 • I was Participant of the Internship Program at the Presidential Administration of Ukraine (USAID Rada Program and Interns' League) • I have accomplished 6 online courses at Coursera: “An Introduction to Marketing”; “Critical Perspectives on Management”; “Critical Thinking in Global Challenges”; “A Beginner's Guide to Irrational Behavior”; “Games without Chance: Combinatorial Game Theory”; “Fundamentals of Global Energy Business”.

I dream about being a part of a company that has a meaningful mission and that creates new opportunities for our life. I am passionate about ideas and solutions that have positive impact on both social and business processes.



Vinnitsia, Varshava, Krakov, Schetsin, Ljublin · $1000 · 1 year of experience · Pre-Intermediate

2012 – 2013 – менеджер службы поддержки сайта “Вопросник.ру” 2012 – 2016 – модератор сайта “Вопросник.ру” (модерирование тем/комментариев, помощь пользователям, написание инструкций) 2016 – 2019 – фриланс-проекты: переводчик английский/польский/русский/ украинский, преподаватель польского языка, корректор текстов и переводов, подготовка e-mail рассылок в html, контент-менеджер (размещение статей на сайте (CMS Drupal) и подбор картинок), наполнение и оформление сайтов в самописной CMS (Метастудия), создание сайтов-визиток с нуля (CMS Wordpress), наполнение интернет-магазинов (CMS Opencart), создание сайтов под ключ (CMS Wordpress, BigCommerce, Shopify); волонтёрский опыт (IT Cluster Vinnytsia, 2017 г.)

English, Microsoft Office, Adobe Photoshop, HTML, Excel, CSS, Adobe Illustrator, Windows, наполнение сайтов, Shopify

Создание сайтов под ключ (CMS Wordpress, BigCommerce, Shopify)

Хотела бы работать в маленькой слаженной команде, удаленно, над заказами от западных клиентов.


Head of customer support

Kyiv · $3000 · 10 years of experience · Advanced/Fluent

IT and Operations professional 14+ years - Executive search - Customer success - Business development Also, I'm a jazz singer with my own band. Music is my professional hobby, which I believe helps me think very extraordinary.

Customer Care, Customer Relations, Customer Retention, Customer Service, It sales

1. mAssistance & Premium support That brought us about 20% increase in revenue 2. Retention Refunds decrease as a result of creating Customer Care department that worked with problematic orders (these were also about 20-30% of the total orders) offering clients credit. So by creating a system of such a dedicated support we managed to hold the % of refunds in between 1-2% out of the total amount of orders; not processing the refunds saving money for the company, showing good processing track for the payment pocessing system (merchant) and making our customer stay. p.s. 3. Calls Non-paid orders/forms are very frequent for B2C. I've analysed that we have more than 30% of non-paids by various reasons (you always need to talk to your clients even if you sell a top-notch tech solution). Customer pays for the service and your attention to them. Tested by 10 yrs non-stop experience. I've re-organized the existing sales team having two (later on more) people work on non-paids by calling the clients and helping them fill in the form. We've got that 30% back! 4. Customer's journey. I was one of the first Zendesk's clients integrating their CRM into the business. That helped us a lot to analyse and classify requests by TYPE and urgently assist our clients and also making the product better by tracking the stat-s and asking for their feedback. We've passed the stat-s to our dev team so that the product got improved immediately. 5. Escalation While developing a software you face endless product improvement and its compatibility on clients' side. It is important to have the processes being escalated correctly and punctually to all teams (dev, billing, marketing, sales, etc).

These are few examples I believe might lead me closer to the point on what areas drive me the most. And these are (but not limited to) building processes, constantly looking for new possibilities, offering alternatives, learning NEW and making experiments=testing hypothesis. And never forgetting that customer is the reason we have a job.


Junior / Trainee QA Engineer

Lviv · $350 · 1 year of experience · Pre-Intermediate

My responsibilities are: creating project test documentation (covering requirements by tests and creating test cases), clarification requirements, finding defects in software being tested; reproducing defects; performing defects analysis; different types of manual testing. The experience of outsourcing the provider of television and the Internet as a technical support supervisor has helped me develop team player skills, be responsible, accurate in all decisions, take care of details that are highly motivated to achieve goals, and learning fast.

SQL, HTML, CSS, Jira, Regression Testing, Manual Testing, Scrum, Postman, Quality Assurance, Web Testing, Agile, Functional testing, JMeter, QA, REST API, test reports, Integration testing


Software Engineer

Kyiv · $750 · 7 years of experience · Pre-Intermediate

*ComCast Ukraine* october 2012 Maintenance of IT structure of the enterprise End User Support Management of technical functions Analysis of IT structure of the enterprise Financial statements Management of internal projects Technical support of the office, organization of updating the park of IT equipment Maintenance of uninterrupted work of the enterprise Provision of television and Internet services Organization: ITSC Position: IT engineer since 2017 Until now Duties: -Configuration and support HelpDesk; -Support IT company infrastructure; -Processing of appeals, initial communication with customers; -Administration of Microsoft Windows, Office servers, Server 2003/2008/2012,DNS,DHCP,Microsoft SQL; -Recording and tracking of incidents and complaints; -An initial assessment of requests, an attempt to resolve them or redirecting them to a suitable specialist, based on agreed service levels; -Providing management information and recommendations for improving service; -Purchase of new equipment; -Identification of problems; -Organization of new jobs and premises; -Identification of the needs of the Customer in training and education;

Support, Windows, customer support, Networking, TCP/IP, DNS, Microsoft Office, helpdesk, Good communication skills, Ability to learn quickly, Customer Support, Service Desk, iOS

Professional -The ability to ask questions. -Network administration. -Skills in diagnosing and solving problems. -Ability to work under stressful conditions. -Teamwork skills. -Experience in user support. -Setting trade scales, cash registers.

Development, striving to become better, friendly team


T-SQL/ETL Dev/Application support

Kyiv · $2500 · More than 10 years of experience · Upper Intermediate

L2/L3 Application Support/Code Support with JavaScript, Java, MS SQL Server, Oracle, C#, SSIS

Support, MS SQL Server, Oracle, SSIS, customer support, Customer service, CRM, Jira, Удаленная работа, helpdesk

Профессиональный рост. Белая зарплата. Возможность удаленной работы. Офис возле метро. Удаленная работа. Смены. Зарплата обсуждается по ситуации.

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