Contact Information
Professional Summary
Experienced Level 1 IT Support Specialist with 4 years at Wix Online Platforms Limited, providing technical support for a leading SaaS provider specializing in cloud-based web development solutions. Skilled in diagnosing and resolving technical issues related to website performance, domain connectivity, and third-party integrations through phone calls, live chat, and ticketing systems. Adept at simplifying complex IT concepts for non-technical users while effectively communicating with IT professionals.
Driven by a passion for technology, I have expanded my knowledge by earning a Certificate in Science in Computing and the Azure Administrator Certification (AZ-104). With a solid foundation in cloud computing, networking, and system management, I am eager to leverage my expertise in an IT or cloud role. Actively seeking opportunities to continue learning and contributing to a dynamic team.
Technology Skills
Hands-on Experience
- Ticketing Systems: Proficient in using internal CRM-based platforms for issue tracking, including Zendesk.
- Troubleshooting & Support: Strong problem-solving abilities in diagnosing and resolving technical issues, with a focus on website performance, domain connectivity, and SaaS integrations. Skilled in guiding users through solutions using screen sharing or providing video instructions with tools like Snagit and ScreenToGif.
- SaaS Platforms: Hands-on experience with Wix and website development tools, supporting web solutions for diverse users.
- Office & Collaboration Tools: Proficient in Microsoft Office Suite, Google Workspace, and Slack for documentation, reporting, and collaboration in both remote and in-office environments.
Certification & Theoretical Knowledge
- Microsoft Azure: Azure Administrator (AZ-104) certification; familiar with virtual machines, identity management, and cloud storage.
- Programming: Basic Java (object-oriented programming, debugging, app development).
- Scripting: Basic Bash and PowerShell for automation.
- Operating Systems & Networking: Knowledge of Windows, Linux (Ubuntu), and basic server administration.
- Networking: Knowledge of TCP/IP, DNS, and connectivity troubleshooting.
- Databases: Theoretical knowledge of MySQL and SQLite.
Education
Microsoft Certification
February 2025Azure Administrator Certification (AZ-104)
Validated expertise in managing Azure identities, storage, networking, and virtual computing environments.
Certificate in Science in Computing
- Computer Architecture, Operating Systems and Networks
- Introduction to Databases
- Software Development (Java)
PG Diploma in Event Management with PR & Social Media
Bachelor Degree in Quality Management
Languages
- English: Fluent
- Russian: Native
- Spanish: Basic proficiency
Experience
Technical Support Specialist
- A leading international SaaS provider specializing in cloud-based solutions for web development and digital business presence.
- Delivered Level 1 IT support via phone, live chat, and ticketing systems, ensuring fast and efficient resolution of technical issues.
- Diagnosed and troubleshot website performance, domain connectivity, and third-party integrations, escalating complex cases when required.
- Guided non-technical users through step-by-step troubleshooting, translating IT concepts into easy-to-understand language.
- Maintained a 98% CSAT (Customer Satisfaction) rating, demonstrating excellent technical and interpersonal skills.
- Created structured knowledge base articles and troubleshooting guides, improving self-service support efficiency.
- Collaborated with product and engineering teams to report bugs, provide user feedback, and suggest platform improvements.
Registration Manager
- A brand experience and event management agency specializing in live, virtual, and digital activations with a focus on end-to-end strategy and creative storytelling.
- Served as the primary point of contact for high-profile clients, including Google, managing complex participant needs and ensuring seamless registration experiences.
- Designed and launched over 30 user-friendly microsites for event registration, resolving technical issues promptly to maintain operational continuity.
- Streamlined daily reporting processes using Google Suite tools, reducing preparation time by 83% (from 1 hour to 10 minutes), significantly improving operational efficiency.
- Oversaw registration logistics for events with hundreds of attendees, ensuring strict adherence to timelines and quality standards.
- Analyzed post-event metrics and collaborated with internal teams to drive continuous improvement in service delivery and client satisfaction.
Transaction Specialist
- Delivered high-quality service by adhering to Arvato SOPs and consistently meeting or exceeding SLAs for transaction processing.
- Accurately processed high volumes of invoices, payments, receipts, and expenses, ensuring 100% compliance with internal audit standards.
- Reconciled financial statements with precision, identifying and resolving discrepancies to support smooth accounts payable and receivable operations.
- Supported a collaborative, customer-focused environment by prioritizing client needs and contributing to improved client satisfaction scores during tenure.
Shop Manager
- A dynamic food and beverage establishment celebrated for its customer-centric approach and high-energy service environment.
- Directed daily operations and led a team of 10 staff members, overseeing recruitment, onboarding, and performance evaluations to uphold service standards and drive efficiency.
- Fostered a customer-focused culture, enhancing customer loyalty through personalized engagement and consistent service excellence.
- Accurately forecasted demand and maintained optimal inventory levels, minimizing waste and ensuring uninterrupted supply by cultivating strong supplier relationships.
- Implemented team training initiatives that boosted performance and consistency, contributing to repeat business and positive customer feedback.
- Managed cash flow operations, including deposits and withdrawals, in strict compliance with industry and security protocols.