Olena Zharova
Zgierz,10
Summary
Accomplished Senior Support Engineer with a proven track record at Stefanini, enhancing customer satisfaction through expert resolution of technical issues and efficient application support. Skilled in hardware diagnostics and renowned for exceptional problem-solving abilities and teamwork, significantly improved first-call resolution rates. Demonstrates a strong commitment to quality assurance and user support, ensuring seamless technical operations.
Overview
2
2
years of professional experience
Work History
Senior Support Engineer
Stefanini
05.2024 - Current
- Increased first-call resolution rates by providing clear communication on technical concepts to non-technical users.
- Resolved critical technical problems for clients, improving overall customer satisfaction.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Connected to computer of client using remote link to install programs and applications.
- Communicated with clients to verify roots and causes of computer problems.
Support Engineer
Stefanini
04.2023 - 04.2024
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Connected to computer of client using remote link to install programs and applications.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
Service Desk Expert
Fujitsu
10.2022 - 04.2023
- Monitored ticket queue closely to ensure prompt responses and accurate prioritization of tasks based on urgency levels.
- Identified recurring issues and suggested long-term solutions, reducing future tickets and support calls.
- Trained new Service Desk Advisors, improving overall team performance and knowledge base.
- Managed high volume of incoming support requests, maintaining professionalism under pressure.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Service Desk Agent
Fujitsu
02.2022 - 10.2022
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Streamlined service desk operations for increased productivity through effective task prioritization and time management.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Education
No Degree - English Language And Literature
Soongsil University
South Korea02.2021
High School Diploma -
Comprehensive School
Ukraine06.2004
Skills
- Customer Support
- Application support
- Hardware diagnostics
- Backup and recovery
- Software Development
- Troubleshooting skills
- Network Troubleshooting
- Remote Support
- Hardware troubleshooting
- Quality Assurance
- Application installations
- User Support
- Technical Support
- Hardware support
- Technical Documentation
- Technical Writing
Languages
Ukrainian, Russian
Native language
English
Advanced
C1
Korean
Intermediate
B1
German
Beginner
A1
Polish
Elementary
A2
Timeline
Senior Support Engineer
Stefanini
05.2024 - Current
Support Engineer
Stefanini
04.2023 - 04.2024
Service Desk Expert
Fujitsu
10.2022 - 04.2023
Service Desk Agent
Fujitsu
02.2022 - 10.2022
No Degree - English Language And Literature
Soongsil University
High School Diploma -
Comprehensive School
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