Experience

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  Recruit alliance

  Jan 2014 - Jul 2015

  System administrator

  • Installing and configuring software, hardware, and networks.• Monitoring system performance to ensure optimal uptime and performance.• Troubleshooting system issues and outages, identifying root causes and implementing solutions.• Maintaining system security, including managing user accounts and access permissions, implementing firewalls, and ensuring data backups.• Performing regular system maintenance, including updates, patches, and system backups.• Developing and implementing IT policies and procedures to ensure system security and compliance with industry standards.• Collaborating with other IT professionals and departments to identify and address cross-functional system issues.• Conducting research and evaluating new technologies to improve system performance and capabilities.• Providing technical support and training to end-users.• Creating and maintaining system documentation, including network diagrams and configuration details. Show less

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  Sim-networks

  Aug 2015 - Sept 2016

  Domains registration, classic hosting, virtual and dedicated servers• Clients consultation through various channels (telephone, email, online chat, social media, ticket system)• Drafting contracts with new company clients and ensuring timely payment for services from corporate clients to maintain strong business relationships.• Managing and overseeing the execution of tasks for the technical support and development departments to ensure high-quality work and timely delivery.• Conducting meetings with sales and technical support staff to ensure alignment on company goals and strategies.• Improving communication methods between departments and optimizing methods for completing tasks to increase efficiency and productivity.• Collaborating with the marketing department to jointly develop new promotions, sales, and services to attract and retain customers.• Developing training materials for new employees of the IT Sales department to ensure a smooth onboarding process.• Writing technical documentation about the company's services to provide clarity and guidance to clients.• Analyzing the services of competing companies and participating in meetings of company department heads to stay up-to-date on industry trends and best practices.• Participating in the company's social media presence on platforms such as Facebook, Twitter, and VK, as well as attending forums, exhibitions, and conferences to increase brand visibility and awareness.• Keeping detailed records of work done to maintain accurate and up-to-date information on the company's activities. Show less

  • Team Leader (B2C)

    Apr 2016 - Sept 2016

  • IT Sales Manager (B2C) / IT Help desk support

    Aug 2015 - Sept 2016
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  Hosting ukraine

  Oct 2016 - Feb 2018

  Contact center administrator / system administrator

  Domains registration, classic hosting, virtual and dedicated servers• Provided personalized technical advice and support to clients to ensure the efficient and effective use of the company's services, resulting in improved customer satisfaction and retention.• Resolved conflicts and received quality feedback from customers to continuously improve customer service and support, resulting in increased customer loyalty and referrals.• Utilized multiple communication channels, including email, chat, phone, and social media, to effectively address and resolve customer inquiries and issues, resulting in streamlined customer communication and increased efficiency.• Conducted regular individual quality and mistake analyses of employees by analyzing audio recordings, chat and ticket logs, and providing targeted feedback and training, resulting in improved employee performance and reduced errors.• Developed and updated clear and concise instructions for company customers to facilitate self-service support and ensure efficient resolution of technical issues, resulting in improved customer satisfaction and reduced support ticket volume.• Developed and implemented effective training programs, tests, scripts, and motivational programs for employees to enhance their technical and customer service skills, resulting in improved employee performance, reduced turnover, and increased customer satisfaction.• Monitored and controlled customer complaints to ensure timely and effective resolution, resulting in improved customer retention and loyalty.• Organized and conducted job seeker meetings, prepared new employees' workplaces, and provided comprehensive training on their roles and responsibilities, resulting in smooth onboarding and improved employee retention.• Conducted regular individual and group training sessions for support team and call center employees to continuously improve their technical and customer service skills, resulting in improved customer satisfaction. Show less

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  Ukrainian financial group

  Feb 2018 - Aug 2023

  System administrator

  Currency Exchange and International Money Transfers (Western Union, Ria, MoneyGram, SWIFT)• Installed, configured, and maintained operating systems (MS Windows 7-11 and Ubuntu Workstations), software (MS Office, VPN, TeamViewer, Zoom/Google Meet, MS Teams), and other tools on both local and remote computers. • Set up, monitored, updated, and controlled the stability of all available physical and virtual servers and installed software (Oracle Virtual Box, VMware ESXI, MS Server 2008-2012, Ubuntu Server, MS AD, MS Exchange, MS Terminal Server, Postfix, ISP Config, FTP, Samba Apache Nginx, Open VPN). • Regularly monitored and updated protection systems and antivirus software (pfSense + Suricata IDS/IPS, Iptables, UFW, Fail2ban, SEP, ESET, Avast, Malwarebytes) to prevent any possible security breaches, protecting the company's data and ensuring that sensitive customer data was kept confidential.• Backed up databases, data, and virtual servers using software such as EaseUS Backup, Amanda, Rsync, SQL BackupAndFTP. • Maintained and repaired office network equipment and peripherals such as PCs, laptops, routers, printers, scanners, and faxes. • Collaborated with the software development department to test and update corporate software. This helped to ensure that the company's software was always up-to-date and that any issues or bugs were resolved quickly, improving overall productivity and efficiency.• Developed and improved instruction documents and provided consultations to company employees and partners via online chats, phone, and in-person. Show less

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  Coulson group of companies

  Aug 2023 - now

  System administrator