Application Support Engineer / spotware.com

Jan 2019 - Current

Jenkins, YouTrack, FIX protocol API, Web Services API, PostgreSQL, PgAdmin, Repo API, ZenOSS, Freshdesk, log analysis, Forex, ProxyCloud, Confluence, Adapters, Google Docs, Confluence, Networking troubleshooting, tickets escalating and control.

Assisting clients and colleagues to resolve issues related to our products, managing requests from start to finish, and escalating to other departments where necessary. Working as part of a team to provide 24/5 support to clients (this role may require shift work). Co-ordinating integration of new clients with internal teams. Responding to pre & post sale queries when required. Liaising with internal departments (Network Operations, Product Management, Sales, Developers), as well as with third parties where required. Develop a strong understanding of Forex and the associated technologies in order to provide the best possible service to both clients and colleagues. Educating new and existing clients on how product features and functionality work, and how it can contribute to their business growth.

Technical stack: Freshdesk, ZenOss, YouTrack, Confluence, Proxy Cloud, Jenkins, cMirror, Dropbox, Google Docs

Senior Technical Support Engineer / Omnigon Communications

Mar 2012 - Dec 2018

Provide technical support for backend systems, content management systems, websites and mobile applications built by OMNIGON via ZenDesk, email and over the phone (all incidents must be registered in ZenDesk and go through standard incident workflow) Monitor website availability, application and server health for our clients’ and Omningon’s own systems via monitoring dashboards and respond to corresponding alerts in Slack (acknowledge/analyze/escalate/resolve) Participate in client-facing meetings, phone calls and chats Solve technical problems: respond to, escalate, and resolve user inquiries Work with multiple teams within the company such as infrastructure, development, and business to solve customers’ technical issues and ensure a delivery of a solution to Production systems.

Technical stack (used in work): Atlassian JIRA, Confluence, Bamboo, Amazon AWS: S3, EC2, New Relic, Adobe Analytics, Adobe AEM, Outlook, Okta, Lastpass, Devtools, JSON, Zoom, ruby. CDN (Akamai)

IT Engineer / Nissan Motor Co.

Jun 2010 - Mar 2012

Work as a helpdesk in IT department: working with tickets, calls and e-mail. Users technical support: office and production line. Microsoft Windows Infrastructure: Active Directory, MS Exchange, Printer server administration.

Many tickets with Printer recovery: cartridge and hardware repair.

Network problems diagnosis, analysis and solving.