Engineer Support

Inna Diaz

Location: Hoboken, NJ

Employment authorization: USA

Cell phone: +1-201-***-****

Email: *********@*****.***

SUMMARY

• Highly motivated, organized, reliable and attentive to details technical engineer with 10 years of experience.

TECHNICAL

• Confident: Redmine, Jira (Bug-tracking), Trello (Task Management), Zoho (Helpdesk), VPN,,MS Office Excel, Word.

• Basic: HTML, SQL, CSS, Selenium IDE (QA).

PROFESSIONAL EXPERIENCE

September 2019 till present, Technical support engineer at Bestseats LLC

• Providing technical and customer support to end users on a variety of issues. Identifying, researching, and resolving the technical problems

• Responding to incoming tickets using email and phone

• Providing ongoing support and communication to other staff members

• Documenting, tracking and monitoring the problem to ensure a timely resolution November 2017-September 2019, Team Lead & Tech support engineer at BT9 Ltd

(Kyiv, Ukraine)

http://www.bt9-tech.com/

• Leading a team of technical support specialists in their tasks, organizing their work and providing training and guidance to team members

• Providing technical and customer support, problem detecting and solving

• Responding to incoming tickets using the helpdesk dashboard, email and phone

• Responsible for maintaining portions of records in company systems

• Providing on the ground tech support such as hardware installation and activation, training of system application and features.

September 2010-February 2016, Technical support engineer at PRADATA, (Kyiv, Ukraine)

http://www.pradata.com

• Providing technical support and customer support

• Quality control on the projects

• Software testing

• Actively participated in idea generation in every cycle from setting tasks to developers to testing results until a new feature is implemented in the system. EDUCATION & TRAINING (Kyiv, Ukraine):

• 2015 Skill UP Software Testing, HTML/SQL.

• 2012 American English Center (Advanced)

• 2009 Kyiv National University of Trade and Economics (Bachelor’s Degree).

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