Customer Service Engineer

Yevgeniy “Eugene” Gorbis

Sunnyvale, CA

Cell: 408-***-****

E-mail: ********@*****.*** LinkedIn: https://www.linkedin.com/in/eugenegorbis/

IT Specialist– Google certified

Experienced and knowledgeable customer service professional with 7+ years of application support seeks to contribute within IT support role.

Solid background in installation, configuration, specialized testing and application maintenance.

Transitioning career to IT support specialist with building a solid foundation of basic networking and security fundamentals to expand into other IT career opportunities.

Extensive experience resolving customer issues is perfectly suited to the role in IT Support which can help organizations become more productive and efficient within their IT Department.

SUMMARY OF QUALIFICATIONS:

Google certified ‘IT Support Professional’ for Desktop Support and/or Help Desk role.

Comparable to CompTIA A+ Certification.

Good understanding of System Administration and Network Administration principals.

Provided technical support to end-users for computer hardware, audio and visual, IoT, software, and network related problems.

Skilled troubleshooter and self-learner.

Extensive experience of resolving customer issues.

Experience with various operating systems and computing devices.

Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.

Provided on-site technical and application support to the end users.

Proficient experience of using IT Help Desk Ticketing Systems: Service Now and HEAT.

Extensive experience of working in the rapid Agile environment and performing multiple tasks.

Working experience using command line tools, such as Windows CLI and Power Shell, Linux Bash

Working experience with MAC OS X

Working knowledge of different DB servers (MS SQL Server, Oracle).

Hands-on experience with Sun Solaris and Linux (Red Hat and Ubuntu).

Working experience with VMWare Tools and Applications such as vCenter, vCloud Director

Experience working with Anti-Virus software: Norton, McAfee, Kaspersky Lab

Experience of the testing ITIL Web based applications such as IT Service Management, Inventory Management Enterprise.

SKILLS:

Industry knowledge: IT Support, Help Desk, Desktop Administration, Customer Support, Agile, Scrum, System Testing, Performance Testing, Web Services, Cloud Services, SaaS, Skype for Business, Share Point, Google Drive, One Drive, Cisco AnyConnect VPN, VMWare Fusion, SLACK, Zoom

Tools and Technologies: Windows OS 7/10, Mac OS X, iOS, Linux (Red Hat and Ubuntu), Microsoft Office 365 Suite, Adobe Photoshop, Adobe Acrobat, Notepad ++, Service Now, HEAT, LDAP, Active Directory, DNS, HTTP, IP/TCP, SQL, Oracle, VMWare Infrastructure, JIRA, ServiceNow, Quality Center, Web Browsers (Internet Explorer, Microsoft Edge, Google Chrome, Mozilla Firefox, Safari), XML, HTML, Java, Python

Other: Computer Technology, Desktop Application Support, On-Site Technical Support, Ticket Tracking,

Systems Troubleshooting, Installation and Maintenance, Service Technician, IP Networking

SUMMARY OF EXPERIENCE:

03/2019 – 06/2019 JobTrain/Coursera, Menlo Park, CA

IT Service and Support Training specialist

Assembled a computer from scratch.

Installed an operating system on a computer: Windows 10 and Linux Ubuntu.

Solid understanding of Internet and Web technologies

Utilized common problem-solving methodologies and soft skills in an Information Technology settings

Performed Windows 10 and Linux Ubuntu administration: set up users, groups, and permissions for account access.

Installed, configured, and removed software on the Windows and Linux operating systems.

Configured disk partitions and Filesystems.

Worked with system logs and remote connection tools using command line and PowerShell for Windows and Bash for Linux.

Utilized operating system knowledge to troubleshoot common issues in an IT Support Specialist role.

Managed an organization’s computers and users using the directory services, Active Directory, and OpenLDAP.

Applied best practices for securing a network: how to evaluate potential risks and recommend ways to reduce risk.

Used Help Desk ticketing and inventory system (JIRA)

06/2012 - 10/2017 EMC/ Dell/ OpenText, Pleasanton, CA

Customer Support/ Application Support/ Software Quality Engineer

Performed installation, configuration, extensive testing and maintenance of Portal OnDemand Cloud based

Application.

Managed comprehensive usability application testing.

Created application testing reports and provide them to Management, IT and developers team.

Run special applications training-demo for Operations Team.

Troubleshoot customers reported issues and worked with customers to help them to understand the technical documentation (Admin Guide and User Guide) of the Portal OnDemand application.

Performed ServiceNow functional UI tests, Incident Management, Orchestration Platform (Escalations, Workflows, and Mail Listener), and Reports.

Performed ServiceNow usability test per Operations Team request and reported issues to IT Department.

05/2010 – 06/2012 Front Range Solutions, Pleasanton, CA

Customer Support/ Application Support/ SQA Engineer

Performed installation, configuration, extensive testing and maintenance of HEAT application

(Help Desk ticketing system) which runs on AWS platform.

Managed comprehensive usability application testing.

Created application testing reports and provide them to Management, IT and developers team.

Troubleshoot customers reported issues, worked with customers to help them to understand the

technical documentation (Admin Guide and User Guide) of the entire application.

05/2007 – 03/2010 Callidus Software, San Jose, CA

Customer Support/ Application Support/ SQA Engineer

Involved in the investigation of the Customer Issues and verified Customer Hot Fixes.

05/2006 – 05/2007 Google, Inc., Mountain View, CA

Customer Support/ Application Support/ SQA Engineer

Involved in the investigation of Customer Issues and interacted with GMAIL project team during

Application release cycle.

Performed system testing of the GMAIL mobile version.

EDUCATION:

JobTrain/ Coursera:

Intensive 11 weeks IT support training with a mixture of classroom led instruction and online

learning to receive Google IT Support Professional Certificate (comparable to CompTIA A+

Certification).

In depth knowledge and practical application of networking, operating systems,

system administration, automation, security, troubleshooting, and customer service to achieve

an entry level role in IT support.

De Anza College

Windows OS, Linux, Mac OS Fundamentals

UC Berkeley Extension

Introduction to C, Java, Python Programming

Odessa State Academy of Refrigeration, Ukraine

Bachelors in Physics

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