L1 Support Specialist & L2 Support Specialist & L3 Support Specialist

Application support engineer with 3 years of experience. She is serving as the primary contact for customers, handling technical inquiries and addressing any issues that arise. She has experience in troubleshooting and resolving technical problems, including those related to deployment and configuration. She is using Zendesk to efficiently manage the entire incident lifecycle. She is actively communicating with customers via email and screen-sharing sessions, thoroughly analyzing and resolving their concerns. She has experience in Azure Cloud, SQL, Rest API, Zendesk. She also tried MySQL and sometimes she has to provide guidance on proxy servers to the customers. She is a quick learner and this enables her to adapt to new technologies and platforms easily . She is fluent in English and Ukrainian is her mother tongue.

Application Technical Support Engineer (Jan 2020 – Present):

• Serving as a primary contact point for technical and usage questions and issues
• Troubleshooting and solving technical issues including deployment and configuration
• Managing the incident lifecycle in Zendesk
• Interacting with customers for analysis and resolution via emails and screen-sharing sessions
• Identifying and escalating bugs to Developers for resolution
• Collaborating and coordinating with other teams
• Achieved a proven track record in closing customer tickets within SLA time-frames

Accounts Payable Specialist (Sep 2017 – Dec 2019):

• Managing and monitoring LTL Carrier accounts
• Following up with billing teams or operations on non-payment issues
• Reconciling carrier's statements
• Researching and correcting discrepancies