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Female, 33 years, born on 30 January 1993
Batumi, willing to relocate, prepared for business trips
Support Engineer
1 500 $ in hand
Specializations:
- Technical support specialist
Employment type: full time, part time
Work experience 4 years 6 months
August 2022 — currently
3 years 9 months
USA
IT, System Integration, Internet... Show more
L1\L2 Support Engineer
Desktop Support
Managing internal messages(tickets), calls, chat
Technical Troubleshooting
Active Directory and Group Policy
Peripheral Setup
Remote Support Tools
Software Installation and Configuration
Security
Played a key role in a critical project with an initial backlog of 1,600 tickets.
Developed and implemented a new workflow that reduced the ticket queue from 1,600 to 160 within 9 months, improving overall efficiency and customer satisfaction.
Regularly completed over 300 tickets per month, consistently surpassing team averages and contributing to overall team productivity.
Demonstrated exceptional problem-solving abilities and time management skills, contributing to team productivity and high customer satisfaction ratings.
Played a key role in developing comprehensive workflows and creating a Q&A documentation repository from scratch, significantly enhancing team efficiency and resolution processes.
November 2021 — August 2022
10 months
Freelance Web Developer
IT, System Integration, Internet... Show more
Freelance Web Developer
Managed and operated a freelance business focused on creating landing pages with integrated payment systems for tour operators.
Developed responsive and user-friendly landing pages using Tilda, tailored to the specific needs of tour operators.
Conducted QA testing (internship experience), ensuring product quality through bug identification, troubleshooting, and improvement suggestions.
Skills
Skill proficiency levels
About me
Hello, I'm Yuliya. As a customer support engineer with 3+ year of experience, I am adept at addressing customer inquiries and resolving issues efficiently. With strong communication skills and a customer-centric approach, I am committed to delivering exceptional service and ensuring a positive experience for every customer I assist. I am eager to continue growing in my customer support career and contribute my skills to your team.
Empathy and Patience
Team Player
Time Management
Adaptability
Customer-centric Approach
Problem-solving
Предыдущий опыт работы.
Март 2021 - Сентябрь 2021
Project Manager|Designer
Digital Agency Saint.Marketers
(разработка лендингов, маркетинговое продвижение социальных сетей)
Октябрь 2020 - Март 2020
Туристическая сфера (Georgia.ue - организатор выездных туров по Грузии);
Март 2020 - Сентябрь 2015
Сфера общественного питания (официант, бармен, старший бармен, бар-менеджер, управляющий заведением).
Higher education (bachelor)
2014
Higher education (bachelor)
Languages
Professional development, courses
2022
QA Engineer I, II
Geekbrains
Citizenship, travel time to work
Citizenship: Russia
Permission to work: Russia
Desired travel time to work: Doesn't matter