About me

A technical support specialist with 5,2 yrs of experience at software development B2B companies.

Thanks to my background and experience gained during studying and working with informational technologies, I am competent enough for learning and understanding different aspects of software.

Thanks to my empathy and passion in communication, I am soft-skilled enough to deliver information to project participats and customers.

Curious and passionate enough to seek and learn, attentive and careful enough to notice and listen, competent and confident enough to structure and deliver and blessed to share and help.

TOP Skills

Technical Documentation 5 years

Project Management 5 years

Help Desk 5 years

Technical Support 5 years

Microsoft Office 5 years

JIRA 5 years

Work experience

April 2024 - December 2025
1 year 8 months

Technical Support Specialist (L2, SaaS)

NDA

Peste hotare

Technical Documentation Project Management Help Desk Technical Support Communication Skills Testing (Software) Manual Testing Databases Microsoft Office Postman Confluence JIRA DevTools PostgreSQL SQL Software as a Service

- Recieved, classified and resolved user requests related to supported software products by analyzing issues, classifying them by complexity, effort and level, and delivering timely solutions in accordance with SLA requirements;

- Delegated and coordinated user requests within the support and dev teams responsible for different software components and functional areas by assigning tasks to relevant specialists and preparing detailed task descriptions;

- Communicated with end users of software products by providing consultations on product usage, delivering solutions, and offering workarounds when issues occurred;

- Interacted with software product APIs using Postman, including composing and executing various API requests;

- Worked with software product databases via DBMS using SQL to generate data extracts, update existing records, and insert new data when required;

- Performed manual testing of fixes, enhancements, and new features prior to their release to users;

- Created step-by-step instructions and guidelines for first-line technical support colleagues to handle common user tasks;

- Authored and maintained technical documentation for supported software products, including test plans and test cases;

- Maintained and continuously updated internal knowledge base for supported software products.

November 2020 - March 2024
3 years 4 months

Tecnical Support Specialist (SaaS, L2)

URSiP

Peste hotare

Project Management Technical Support Technical Documentation Microsoft Office Testing Skills Help Desk Information Technology Infrastructure Libraries (ITIL) Git Redmine JIRA PostgreSQL SQL Software as a Service

Clients of a company I`ve worked with were provided with a software systems with complex business processes designed to work with large volumes of various documentation.

My duty as a tech support specialist was providing a high level of clients satisfaction and efficient operation of products:

- Receiving, classifying, and resolving requests from users in Redmine, Jira, via email, phone, or messengers. I`ve provided assistance with technical issues and errors, as well as consulted on the current features of software products;

- Active collaboration with project teams for efficient request resolution. My role included keeping in touch with analysts, system administrators, developers, and project managers and assigning tasks to specialists responsible for different aspects of the software, as well as manual testing (test plans and test cases writing included) of solutions provided to users;

- Documentation support for software products at different stages in accordance with certain standards (in my case, GOST). This included responsibility for creating and maintaining current documentation for each project, as well as submitting various types of reports;

- Maintaining an internal knowledge base for each project. I have been building and keeping the knowledge base up-to-date for each project by compiling detailed and accessible instructions for typical queries solving as well as other various important project information.

Languages

Romanian Elementary

Russian Native

English Fluent

Desired industry

IT, Tech

Education: Incomplete higher

Graduated in: 2024

Национальный исследовательский университет «МЭИ», Москва

Faculty: Бизнес-информатика

Speciality: Архитектура информационных систем предприятия

Graduated in: 2017

УниКИТ

Faculty: Программирование в компьютерных системах

Speciality: Техник-программист

Job preferences

Location

Remote

Working hours

Full-time

No schedule

Flexible

Driving licence

Category: C